Customer Day: Expert explains why delivery is crucial to the customer experience

Customer Day, celebrated on September 15th, is a time to reflect on how companies can improve their customer experience and relationships. In the logistics sector, this challenge is even more strategic: each stage of the transportation journey directly impacts end customer satisfaction.

According to Alvaro Loyola, Country Manager of Drivin Brasil, logistics is no longer just an operational link, but has become 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 structured intelligently, supported by technology," he states.

Recent studies reinforce this perspective. A survey by the consulting firm Capterra revealed that 491% of consumers consider speed the most important factor in deliveries, even surpassing shipping cost, which was cited by 331% of respondents. Furthermore, data from Frete Rápido indicates that consumers access their order tracking screen an average of 60 times before delivery is complete, 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 come out ahead. For Loyola, this vision will be decisive for the future of the sector: "On Customer Day, it's important to remember that the purchasing journey doesn't end with the shopping cart, but rather when the goods reach the consumer's hands, exactly as they expect."

"When delivery is on time and transparent, the consumer perceives value and trust. This strengthens the relationship and increases the chances of loyalty," adds Loyola.