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Logistics & delivery
Tracking tells you where the package is. Feedback tells you how the delivery felt.
Real-time customer feedback for couriers, 3PLs, warehouses, and last-mile teams — beyond tracking and claims data.
Short Summary
Feedback Insights helps couriers, 3PLs, warehouses, and last-mile teams measure how customers actually experienced a delivery — captured in real time through QR codes on package labels, NFC, SMS, and digital surveys, then turned into AI-analysed insight on delivery quality, driver and route performance, and claims, before issues become widespread complaints.
The industry challenge
Most logistics companies only hear from customers when a complaint or a claim is filed — long after the experience, and only from the unhappiest few. By then the damage to satisfaction and repeat business is done. Tracking systems prove a package moved; they say nothing about how the customer felt about the delivery.
Why claims data alone isn't enough: claims capture the worst cases after the fact. Most customers never file one — they simply switch providers.
What we help you measure
| Touchpoint | What it reveals | Acts on it |
|---|---|---|
| Point of delivery (QR on label) | Delivery quality and customer satisfaction | Last-mile operations |
| Driver & route | Courtesy, timeliness, handling by driver and region | Fleet & route managers |
| Distribution centre & warehouse | Accuracy, condition, dispatch experience | Warehouse operations |
| Customer service & claims | Resolution quality and effort | Customer care |
QR feedback built into the package label
- Print the code. A QR code is added to the shipping or package label.
- Customer scans. At delivery, the customer rates the experience in seconds — no app, no login.
- Tag by delivery. Each response links to the route, driver, and region.
- Act in real time. Alerts and AI analysis surface issues before they spread.
Catch issues before they become complaints
Real-time delivery feedback and AI-powered analytics surface the patterns that claims data misses:
- Damaged and mishandled deliveries, by route and driver
- Late deliveries and the regions where they cluster
- Incorrect or missing deliveries
- Communication problems — unclear ETAs, missed notifications
- Regional performance trends across distribution centres
Who it's for
Couriers and last-mile carriers, 3PLs and freight providers, warehouses and distribution centres, and e-commerce fulfillment operations — anyone who wants to measure customer experience, not just delivery data.
Questions
Logistics feedback, answered
How do logistics companies collect customer feedback?
At the point of delivery using QR codes printed on package labels, plus NFC tags, SMS, email and digital surveys — capturing how the delivery was experienced, not just whether the package arrived.
Why isn't claims data enough to measure delivery quality?
Claims capture only the worst cases after the fact. Most customers never file one — they simply stop using the service. Real-time feedback reveals damaged, late, incorrect and poorly communicated deliveries before they become widespread complaints.
Can feedback be tied to a driver, route, or distribution centre?
Yes. Feedback is captured by location and delivery, so performance can be tracked by driver, route, region, and distribution centre — and acted on quickly.
Outcomes
Feedback that drives better decisions
- Capture feedback at the point of delivery
- Identify recurring service issues before claims escalate
- Measure customer experience beyond tracking and complaint data
Measure the delivery experience, not just the tracking data
Book a demo or speak with the Feedback Insights team about a last-mile feedback program.