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Key Last-Mile Delivery Metrics to Track for Optimized Logistics [2025]
Introduction
As ecommerce continues to reshape consumer expectations, the last mile has emerged as both a business opportunity and a logistical challenge. With nearly 53% of total shipping costs attributed to last-mile delivery, measuring the performance of your last-mile delivery operations is mission-critical. Whether it is delayed orders, high delivery cost per package, or poor route planning, inefficiencies in the last mile directly impact customer satisfaction and profitability.
Tracking the right last-mile delivery metrics enables logistics managers to evaluate the strengths and weaknesses of their delivery operations. These last-mile delivery metrics are key performance indicators that offer actionable insights. These insights into the delivery process go beyond surface-level problems, allowing teams to course-correct in real time and prevent losses. In today’s data-driven ecosystem, using last-mile delivery analytics is the fastest route to improving delivery service performance, reducing costs, and enhancing the customer experience.
This article explores the 10 most crucial last-mile delivery KPIs your business must track. These metrics not only ensure a smoother delivery process but also empower decision-makers with valuable insights that enhance customer satisfaction and operational efficiency.
10 last-mile delivery KPIs to measure the success of last-mile logistics
Before you improve anything, you need to measure it. That is particularly true for the last mile, which is the most complex, expensive, and customer-facing leg of your supply chain. Measuring last-mile delivery metrics offers real-time visibility into operational performance and exposes areas for optimization. Be it customer feedback, route optimization, or overall delivery efficiency, these KPIs offer a competitive advantage. They are direct indicators of delivery speed, accuracy, customer satisfaction, and cost control. Let’s break down the 10 most critical last-mile KPIs every logistics team must track and improve.
1. On-time delivery rate (OTD)
The on-time delivery rate tracks the percentage of deliveries that arrive at the customer's doorstep within the promised delivery window. The on-time delivery success rate measures order accuracy, i.e., how accurately your delivery operations align with scheduled delivery times.
A high OTD improves service quality, optimizes average service time, and builds customer loyalty, while consistent delays negatively impact customer satisfaction. Monitoring this KPI helps businesses improve delivery schedules, enhance route planning, and refine logistics workflows. An optimized OTD also contributes to lower customer churn and boosts your brand's reliability.
2. Delivery cost per package
This metric measures the last-mile delivery costs. It is the total cost incurred to deliver a single package, including fuel costs, labor, vehicle maintenance, and software expenses. It serves as a comprehensive snapshot of the financial health of your last-mile delivery solution.
By analyzing this KPI, businesses can identify cost drivers such as inefficient routes, long idle times, or high fuel consumption. Reducing the delivery cost per package improves profitability, enables competitive pricing, and helps companies scale delivery operations without increasing operational costs disproportionately.
3. First attempt delivery success rate
This KPI tracks the percentage of packages successfully delivered on the first attempt, without needing a re-delivery. It is a crucial measure of delivery efficiency and customer service quality.
Failed delivery attempts increase delivery cost, burden the logistics team, and frustrate customers. Improving this metric often requires better route optimization, real-time communication with recipients, and accurate address validation. A high success rate reduces operational costs and enhances customer satisfaction.
4. Delivery time
Delivery time measures how long it takes from dispatch to delivery at the customer’s address. It plays a vital role in creating an efficient delivery process, meeting customer expectations, and improving overall delivery performance.
Delays in delivery time can result from poor route planning, traffic congestion, or a lack of real-time tracking. Monitoring this KPI enables businesses to benchmark performance, predict bottlenecks, and optimize delivery routes to reduce average delivery time, which directly improves customer satisfaction.
5. Customer satisfaction score (CSAT)
CSAT measures how happy customers are with their delivery experience. It is usually derived from post-delivery surveys or feedback forms that rate satisfaction levels.
High CSAT scores signal strong service quality and effective last-mile delivery strategies. Low scores may indicate recurring issues such as missed delivery windows, damaged goods, or lack of communication. CSAT directly influences customer loyalty and is a critical benchmark for enhancing the customer experience.
6. Rate of return/refusal
This metric evaluates the percentage of deliveries that are returned by the customer or refused upon arrival. High return rates can disrupt delivery operations and inflate costs.
Tracking the reason behind returns (whether due to product issues, wrong deliveries, or delivery delays) helps improve delivery accuracy and reduce operational inefficiencies. It also informs product quality improvements and sets the foundation for a better customer experience.
7. Delivery accuracy
Delivery accuracy refers to the correct delivery of the right item to the right address at the right time. It captures how well your last-mile logistics perform under pressure.
Inaccurate deliveries result in re-delivery, refunds, or even brand damage. Maintaining high delivery accuracy ensures lower operational costs and higher customer satisfaction. It is also a strong indicator of service quality and a reflection of how seamlessly your logistics system works.
8. Delivery density
Delivery density refers to the number of successful deliveries made per delivery route or per unit of distance. It helps gauge the efficiency of your delivery operations over a geographic area.
Higher delivery density lowers cost per mile and improves fuel efficiency. It is especially important for urban logistics, where multiple deliveries in close proximity can maximize vehicle utilization. Optimizing this KPI leads to better planning, less fuel consumption, and fewer labor hours.
9. Fuel efficiency
Fuel efficiency measures the amount of fuel used per delivery or per mile. This KPI plays a direct role in calculating the total delivery cost and the environmental footprint of your last-mile logistics.
Monitoring and improving fuel efficiency through smart route planning, reduced idling, and regular vehicle maintenance results in cost savings and aligns with sustainability goals. It also boosts operational efficiency and supports long-term profitability.
10. Real-time tracking accuracy
Real-time tracking accuracy evaluates how precisely the tracking data reflects the actual status and location of a shipment. This KPI is crucial for both customers and delivery teams.
Accurate tracking improves delivery transparency, reduces failed delivery attempts, and enhances customer trust. It also equips customer support teams with actionable information, reducing complaints and inquiries. High tracking accuracy is a strong differentiator for modern delivery companies aiming to boost customer satisfaction.
Why measuring last-mile delivery KPIs is non-negotiable?
In the race to meet rising delivery expectations, businesses that fail to measure their last-mile performance fall behind when it comes to enhancing operational efficiency and maintaining profitability. Tracking these metrics is the key to reducing fuel consumption, improving delivery quality and delivery capacity, and optimizing last mile delivery. Last-mile delivery KPIs are the backbone of data-driven decisions. From trimming operational costs to elevating customer loyalty, tracking these indicators gives brands a powerful edge in the fiercely competitive logistics landscape.
Here is why every delivery business needs to obsess over last-mile metrics:
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Ensure operational accountability: Metrics create visibility into driver behavior, route adherence, delivery timeliness, and package handling. This accountability leads to smarter staffing and more efficient last-mile delivery operations.
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Identify bottlenecks and inefficiencies: From delays in order allocation to repeated delivery failures, KPIs expose friction points across the last-mile delivery process, making it easier to implement targeted improvements.
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Reduce operational costs and boost margins: Tracking delivery cost per package, fuel consumption, and delivery density helps businesses find opportunities for cost savings without compromising service quality.
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Enhance customer satisfaction and retention: Metrics like CSAT and on-time delivery rate directly reflect the customer experience. Monitoring and improving them helps businesses build trust and maintain customer loyalty.
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Improve scalability and forecasting: As businesses grow, so do delivery complexities. Consistent KPI tracking allows delivery operations to scale sustainably while maintaining delivery efficiency and meeting service standards.
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Enable smarter route and resource planning: With data on delivery time, fuel usage, and delivery success rate, logistics managers can optimize delivery schedules, vehicle load, and route planning for better delivery outcomes.
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Stay competitive in a crowded market: Businesses that measure their last-mile delivery performance can respond to customer demands faster, adapt to disruptions quickly, and offer a delivery service that keeps them ahead of the competition.
Conclusion: Turning metrics into milestones
In the high-stakes world of last-mile delivery, the difference between profitability and loss often lies in how well you measure what matters. The metrics outlined above are the lifeblood of strategic decision-making in last-mile delivery operations. They empower businesses to reduce delivery costs, enhance customer satisfaction, and stay resilient amidst rising customer expectations.
But knowing these KPIs is just the beginning. Their real power lies in applying them consistently, drawing valuable insights from trends, and making agile improvements across every touchpoint of your delivery process. From optimizing delivery routes to minimizing fuel consumption, each metric acts as a lens through which operational efficiency can be sharpened and delivery performance perfected.
ClickPost helps ecommerce businesses and logistics providers simplify the complex world of last-mile analytics. With intelligent dashboards, real-time tracking, and automated KPI monitoring, ClickPost transforms raw data into actionable insights. Whether you are scaling deliveries or fine-tuning your fleet performance, ClickPost ensures every mile is measurable, and every metric moves you forward.