Customer Day: Expert explains why delivery is decisive in the customer experience

Customer Day, celebrated on September 15, is a moment to reflect on how companies can enhance the experience and relationship with their consumers. In the logistics sector, this challenge is even more strategic: every stage of the transportation journey directly impacts end-customer satisfaction.

According to Alvaro Loyola, Country Manager of Drivin Brasil, logistics has ceased to be merely an operational link and has established itself as a competitive differentiator for companies across all segments. “Today, customers want predictability, real-time information, and on-time deliveries. This is only possible when logistics is intelligently structured with technological support,” he states.

Recent studies reinforce this perspective. A survey by consultancy Capterra revealed that 49% of consumers consider speed the most important factor in deliveries, even surpassing shipping costs, which was cited by 33% of respondents. Furthermore, data from Frete Rápido indicates that consumers access their order tracking screen an average of 60 times until delivery is completed, with an average viewing time of 4 minutes and 15 seconds per session.

In an increasingly competitive landscape, companies that place customer experience at the center of their logistics operations gain a competitive edge. For Loyola, this vision will be decisive for the future of the sector: “On Customer Day, it is important to remember that the purchasing journey does not end at the shopping cart, but rather when the product reaches the consumer’s hands, in the way they expect.”

“When delivery occurs on time and with transparency, the consumer perceives value and trust. This strengthens the relationship and increases the chances of loyalty,” Loyola adds.