The delivery experience is becoming one of the key elements of e-commerce. It’s often the final step that defines overall customer satisfaction. Did the parcel arrive on time? Was it easy to track? Was the packaging sustainable and convenient to handle?
In our new report, Rocket Delivery Experience, we explore solutions that address real user needs, from precise parcel tracking without unlocking your phone, to flexible return options and technologies that support sustainability. We analyse the features that enhance the delivery journey and help brands build both a technological and reputational edge.
Sustainable delivery
The post-purchase experience is just as important as the moment of purchase itself. InPost enables customers to return a parcel using the same packaging it was delivered in a simple yet effective way to reduce waste and support a circular economy model. Patagonia goes one step further: during checkout, customers can choose a delivery option with a lower carbon footprint, even if it means waiting slightly longer for their order.
Glow informs users when a delivery will be made via electric vehicle, while EcoCart allows customers to offset the carbon footprint of their transaction before completing the purchase. These actions not only promote environmental responsibility and increase transparency throughout the shopping journey, but also have a measurable impact on purchasing decisions, customers are more likely to identify with a brand that aligns with their values and everyday habits.
Parcel tracking
Consumers used to tracking a taxi or takeaway delivery now expect the same level of service when it comes to receiving parcels. Features like Live Activities (iOS) allow users to monitor delivery status directly from the lock screen, without opening an app. Real Time Tracking, implemented by companies such as GLS, Amazon, Allegro, and Starbucks, provides detailed updates on the courier’s location, estimated arrival time, and delivery route, often accessible via mobile app or even SMS.
These are low-effort features that significantly enhance the overall delivery experience. Transparency and access to real-time data reduce frustration, increase the sense of control, and minimise uncertainty, particularly when recipients need to coordinate parcel collection around other obligations or specific time windows.
Rocket Ideas: improving delivery experience
Label-free returns and digital fitting tools
Simplifying the return process can be key to improving the post-purchase experience. Amazon has been refining its service for years, removing the need to print a label, the customer simply brings the product to a designated point and scans a code, with the system handling the rest. Other companies are following suit, reducing the number of steps required to initiate and complete a return.
At the same time, more and more brands are focusing on preventing returns before the purchase is even made. Fit Finder analyses user data to recommend the right size based on preferences and purchase history. Dior is testing digital fitting rooms that enable customers to assess how products look and feel, physically and aesthetically, without needing to try them on in person.
Combining tools that reduce the volume of returns with those that streamline the process benefits both sides: customers gain comfort and convenience, while brands enjoy stronger loyalty and reduced operational costs. This approach also lowers cart abandonment rates, enhances the shopping experience, and builds a competitive edge in an increasingly demanding e-commerce landscape.
Why read our report?
The Rocket Delivery Experience report is not just a summary of trends, it’s a practical guide to solutions that genuinely enhance consumer experience. In the report, we answer questions such as:
- Which features have the greatest impact on delivery convenience and flexibility?
- How are brands using data and technology to simplify tracking and returns?
- What does real-world implementation of sustainability in last-mile logistics look like?
If you’re ready to discover how logistics can become your competitive advantage, this report is for you. Download the Rocket Delivery Experience and see how industry leaders are redefining the delivery journey.
