Nearly all supply chain managers responding to a recent survey said they consider customer experience to be important when measuring last-mile performance, while two-thirds of them say theyre held accountable for standard customer experience KPIs such as NPS and CSAT scores.
Ninety-six percent of respondents to the survey by Convey and eft Supply Chain and Logistics Business Intelligence said customer experience is a critical measure of last-mile success, up from 83% a year ago, while 66% are held accountable for CX KPIs, up from 56%.
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