The Omnichannel Last Mile Benchmark Series


The Omnichannel Last Mile Benchmark Series

Discover your position in the competitive landscape

When thinking about your company's last mile and return services, have you ever asked yourself the following questions: How do I perform compared to my direct competitors? What can I learn from other, Best-in-Class retail segments? Am I able to face new entrants that offer seamless last mile services? In a series of six industry deep dives, we will share our point of view and offer the unique opportunity to have your performance benchmarked for free!

Are you ready to discover your position in the competitive retail landscape?

The six retail segment deep dives

For the coming months, we will release every two weeks six deep dives that show the performance of six specific retail segments' last mile and return service. Last mile services vary greatly among retail segments due to the distinct characteristics of each segment. Below we have selected some initial results and themes you can expect in the series categorized per retail segment:

  • Electronics & Telecom: The high average product value provides the opportunity to set the bar on high quality last mile services – as well for regular delivery as additional services like same day or at-release delivery, and installation services. But how could the industry handle returns in a more customer oriented way?
  • Leisure: The store network of leisure retailers are optimally used, providing in-store delivery and return options and visibility of store stock to consumers. Could the industry leverage this to boost efficiency, bottom line results, and premium delivery options like same day delivery? 
  • Home: Home products show large variations in shape, weight, and size. This increases supply chain complexity, and therefore last mile service segmentation is key. Could the industry use segmentation in delivery, return, and pricing to optimize bottom line and customer experience?
  • Food & Beverage: This segment is a relatively new entrant in the eCommerce market, with complex product characteristics and consumer preferences to work with – e.g. consumers demanding products fast and products that need to be transported cooled. This makes the last mile supply chain a challenging topic. Although current capabilities are immature, could there be an opportunity to decrease complexity, learn from Best-in-Class and make the last mile more convenient?
  • Beauty & Care: Strong lead time propositions characterise the beauty & care industry. However, could the voice of the consumer be used to understand whether lead times are indeed the path to follow, or could lowering costs be a stronger proposition? In addition, could stores be better integrated with the online business?
  • Fashion & Apparel: Results show significant deviations in services across this competitive industry. The presence of firms with a foreign back-end increases direct competitiveness, but they lack the last mile proposition local firms can offer. In addition, today’s last mile services are also benchmarked to last year’s proposition. How can it be that the number of fashion & apparel firms showing store stock to consumers on their website decreased compared to last year?

Download the available deep dives

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See your own performance benchmarked

You can now subscribe to receive your companies individual benchmark for free, accompanied with the six deep dives. Subscribing is easy: just click on the button 'Register here', add your contact details, your company's website and your specific retail segment.  

A guide to success

Last mile delivery & return services are often critical for your business and offering the right portfolio and segmentation of them to maximize customer satisfaction and establish a competitive advantage is key. Therefore, we want to share our view on these critical elements.

A last mile service benchmark

Last year, Deloitte investigated consumer preferences on last mile services published in “Think Big, Start Small, Connect Now! Omnichannel Fulfilment 2017” that highlighted the importance of a high quality last mile service portfolio with 46% of consumers considering switching to a competitor if the offering does not fit their needs. This year, we will shed more light on today’s last mile competitive landscape in the “Last mile service benchmark series”: what is currently offered within the retail landscape and what can you learn from that?

The series is a benchmark of last mile performance of >200 retailers that compares specific retail segments to cross-retail average and Best-in-Class segments in terms of last mile and return services in the Netherlands, and provides initial guidance to success for your industry.

Become a Best-in-Class retailer!

All the industries show different strengths and weaknesses in the last mile service portfolio. Comparing yourself against your direct peers as well as the greater retail segment provides clarity on how you can continue to meet and exceed industry standards, improve the customer journey, and enable the focused development of last mile service capabilities. If executed right, we believe your last mile can be cost-optimized and can even support revenue growth and boost market share

For further questions, a discussion on the topic, or a follow-up, please contact us!

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