GITNUXREPORT 2025

Customer Experience In The Shipping Industry Statistics

Customer experience, including tracking and communication, drives shipping loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

60% of shippers consider real-time tracking as the most critical aspect of customer experience

Statistic 2

68% of customers prefer to communicate with customer service via chatbots for immediate responses

Statistic 3

45% of shippers feel that freight carriers are not sufficiently transparent about costs

Statistic 4

74% of customers say that tracking and delivery notifications influence their choice of carrier

Statistic 5

83% of consumers expect to get updates about their shipments at least once a day

Statistic 6

75% of customers say that proactive communication about delays improves their overall experience

Statistic 7

70% of shippers consider proactive delivery notifications as a key differentiator

Statistic 8

79% of consumers expect real-time status updates during transit

Statistic 9

67% of logistics apps report increased customer satisfaction after implementing integrated communication tools

Statistic 10

72% of customers want proactive communication about potential delivery issues

Statistic 11

71% of consumers prefer companies that offer multiple communication channels for delivery updates

Statistic 12

77% of consumers trust brands more if they see transparent shipping policies

Statistic 13

64% of delivery issues could be prevented with better communication

Statistic 14

78% of customers say that their experience with a company is just as important as its products or services

Statistic 15

66% of consumers are willing to switch companies due to poor customer service

Statistic 16

73% of shipping customers expect companies to understand their shipments and preferences

Statistic 17

85% of customers are more likely to do repeat business with companies that provide excellent customer service

Statistic 18

52% of customers say that delivery delays negatively impact their overall perception of a brand

Statistic 19

89% of consumers are unlikely to shop with a brand again after a poor delivery experience

Statistic 20

65% of shipping firms have reported improved customer satisfaction after implementing advanced tracking systems

Statistic 21

77% of consumers say that shipping speed influences their decision to buy again

Statistic 22

69% of logistics companies believe that improving customer experience can significantly increase customer loyalty

Statistic 23

51% of shippers report that poor packaging causes customer complaints

Statistic 24

79% of consumers are open to purchasing from a retailer again after a positive delivery experience

Statistic 25

85% of shipping companies say customer feedback significantly influences their service improvements

Statistic 26

46% of logistics providers prioritize last-mile delivery experience in their customer retention strategies

Statistic 27

54% of customers say that inconsistent delivery timings reduce their trust in a shipping brand

Statistic 28

81% of customers share their delivery experiences on social media when satisfied

Statistic 29

65% of shippers report increased customer retention after implementing delivery tracking improvements

Statistic 30

80% of customers cite timely delivery as a key factor in their overall satisfaction

Statistic 31

53% of logistics companies plan to expand their customer experience teams in the next year

Statistic 32

80% of customers say that quick resolution of complaints improves their loyalty

Statistic 33

70% of consumers are willing to pay a premium for faster shipping options

Statistic 34

80% of last-mile delivery customers value flexible delivery options

Statistic 35

58% of consumers say that the availability of multiple delivery options impacts their purchasing decisions

Statistic 36

71% of e-commerce customers expect all shipping issues to be resolved within 24 hours

Statistic 37

62% of customers want personalized shipping updates based on their preferences

Statistic 38

48% of customers abandon their shopping cart due to high shipping costs

Statistic 39

66% of customers rate reliable delivery as their top priority when choosing a shipping provider

Statistic 40

60% of consumers have abandoned a shipment due to long delivery times

Statistic 41

55% of customers have higher satisfaction ratings when the carrier offers delivery window choices

Statistic 42

76% of e-commerce shoppers prefer to choose a specific delivery date

Statistic 43

59% of customers say that negative reviews about delivery influence their purchasing decisions

Statistic 44

88% of consumers are willing to pay extra for guaranteed delivery options

Statistic 45

59% of e-commerce businesses faced increased customer support requests after offering more delivery options

Statistic 46

63% of customer service issues in shipping are resolved more efficiently with automation

Statistic 47

55% of logistics companies plan to invest more in customer experience technology in 2024

Statistic 48

42% of customers use mobile devices to track shipments daily

Statistic 49

44% of logistics companies have adopted AI to improve customer service

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Key Highlights

78% of customers say that their experience with a company is just as important as its products or services
66% of consumers are willing to switch companies due to poor customer service
73% of shipping customers expect companies to understand their shipments and preferences
60% of shippers consider real-time tracking as the most critical aspect of customer experience
85% of customers are more likely to do repeat business with companies that provide excellent customer service
70% of consumers are willing to pay a premium for faster shipping options
52% of customers say that delivery delays negatively impact their overall perception of a brand
68% of customers prefer to communicate with customer service via chatbots for immediate responses
45% of shippers feel that freight carriers are not sufficiently transparent about costs
89% of consumers are unlikely to shop with a brand again after a poor delivery experience
74% of customers say that tracking and delivery notifications influence their choice of carrier
55% of logistics companies plan to invest more in customer experience technology in 2024
80% of last-mile delivery customers value flexible delivery options

In a shipping industry where 78% of customers deem their experience just as vital as the service itself, mastering the art of customer experience has become the ultimate differentiator—yet, with 66% ready to switch due to poor service and 88% unwilling to shop again after negative delivery experiences, companies must prioritize real-time tracking, proactive communication, and personalized service to foster loyalty and stand out in a competitive landscape.

Communication and Transparency

60% of shippers consider real-time tracking as the most critical aspect of customer experience
68% of customers prefer to communicate with customer service via chatbots for immediate responses
45% of shippers feel that freight carriers are not sufficiently transparent about costs
74% of customers say that tracking and delivery notifications influence their choice of carrier
83% of consumers expect to get updates about their shipments at least once a day
75% of customers say that proactive communication about delays improves their overall experience
70% of shippers consider proactive delivery notifications as a key differentiator
79% of consumers expect real-time status updates during transit
67% of logistics apps report increased customer satisfaction after implementing integrated communication tools
72% of customers want proactive communication about potential delivery issues
71% of consumers prefer companies that offer multiple communication channels for delivery updates
77% of consumers trust brands more if they see transparent shipping policies
64% of delivery issues could be prevented with better communication

Communication and Transparency Interpretation

In an industry where transparency and immediate updates are king, shippers who leverage real-time tracking, proactive communication, and multi-channel support are not only winning customer trust—72% of whom now demand such features—but also increasingly differentiating themselves in the race for loyalty amid mounting expectations for transparency and instant responsiveness.

Customer Satisfaction and Loyalty

78% of customers say that their experience with a company is just as important as its products or services
66% of consumers are willing to switch companies due to poor customer service
73% of shipping customers expect companies to understand their shipments and preferences
85% of customers are more likely to do repeat business with companies that provide excellent customer service
52% of customers say that delivery delays negatively impact their overall perception of a brand
89% of consumers are unlikely to shop with a brand again after a poor delivery experience
65% of shipping firms have reported improved customer satisfaction after implementing advanced tracking systems
77% of consumers say that shipping speed influences their decision to buy again
69% of logistics companies believe that improving customer experience can significantly increase customer loyalty
51% of shippers report that poor packaging causes customer complaints
79% of consumers are open to purchasing from a retailer again after a positive delivery experience
85% of shipping companies say customer feedback significantly influences their service improvements
46% of logistics providers prioritize last-mile delivery experience in their customer retention strategies
54% of customers say that inconsistent delivery timings reduce their trust in a shipping brand
81% of customers share their delivery experiences on social media when satisfied
65% of shippers report increased customer retention after implementing delivery tracking improvements
80% of customers cite timely delivery as a key factor in their overall satisfaction
53% of logistics companies plan to expand their customer experience teams in the next year
80% of customers say that quick resolution of complaints improves their loyalty

Customer Satisfaction and Loyalty Interpretation

In an industry where delivery speed and accuracy often define customer loyalty, it's clear that shipping companies must prioritize customer experience—since 78% believe it's just as crucial as the product itself—while neglecting these insights risks losing nearly two-thirds of consumers to competitors who deliver on expectations faster, more reliably, and with better communication.

Delivery Expectations and Preferences

70% of consumers are willing to pay a premium for faster shipping options
80% of last-mile delivery customers value flexible delivery options
58% of consumers say that the availability of multiple delivery options impacts their purchasing decisions
71% of e-commerce customers expect all shipping issues to be resolved within 24 hours
62% of customers want personalized shipping updates based on their preferences
48% of customers abandon their shopping cart due to high shipping costs
66% of customers rate reliable delivery as their top priority when choosing a shipping provider
60% of consumers have abandoned a shipment due to long delivery times
55% of customers have higher satisfaction ratings when the carrier offers delivery window choices
76% of e-commerce shoppers prefer to choose a specific delivery date
59% of customers say that negative reviews about delivery influence their purchasing decisions
88% of consumers are willing to pay extra for guaranteed delivery options
59% of e-commerce businesses faced increased customer support requests after offering more delivery options

Delivery Expectations and Preferences Interpretation

In an era where consumers are willing to pay a premium for faster, flexible, and personalized shipping—yet still abandon carts over high costs or delays—it's clear that reliable, transparent, and customizable delivery experiences are now the ultimate differentiators in e-commerce success, even as the complexity of meeting these expectations strains customer support resources.

Operational Improvements and Challenges

63% of customer service issues in shipping are resolved more efficiently with automation

Operational Improvements and Challenges Interpretation

With 63% of customer service issues in shipping resolved more efficiently through automation, it’s clear that embracing technology isn’t just a convenience but a necessity for maintaining competitive and dependable service in a rapidly evolving industry.

Technology Adoption and Innovation

55% of logistics companies plan to invest more in customer experience technology in 2024
42% of customers use mobile devices to track shipments daily
44% of logistics companies have adopted AI to improve customer service

Technology Adoption and Innovation Interpretation

With over half of logistics companies ramping up their customer experience tech, nearly half of customers tracking shipments daily via mobile, and AI increasingly in the mix, the shipping industry is clearly steering toward a more intelligent, connected, and user-centric future—whether its operators are ready or not.