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How touchpoints along the delivery process enhance the consumer experience
Understanding consumer expectations in e-commerce delivery
For the average consumer, wanting to know what's going on and when to expect those events – big and small – that influence their daily routine is basic human nature. Being "in the know" means having power and the reliable information needed to plan the day and get the most from it.
When it comes to home delivery, letting your consumers know the delivery status of the products they have ordered from you is not just a matter of convenience or courtesy, it's an effective tool to build and personalize the consumer experience – long viewed as the common denominator of brand trust.
Key insights from our 2025 Canadian consumer survey
Our recent May 2025 survey, which included over 2,800 respondents across Canada revealed that consumers continue to want to be kept in the know on the status of their package delivery. The data gathered also reinforces the value of the multi-stage notification chain that Intelcom | Dragonfly offers on behalf of all its e-commerce consumers to the consumers they serve.
Notifications by email: the preferred channel
The survey results indicate that about three out of four (73%) of respondents still prefer to receive their delivery notifications by email, followed by 45% who want to be notified by SMS or text message.
Timing matters: when consumers want updates
In terms of the timing of scheduled notifications, the survey data is also quite definitive. More than eight out of 10 consumers (86%) want to be notified when their package is on its way, and 75% want to know when their package has been delivered.
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Building consumer satisfaction through transparent communication
"Getting it right" when it comes to providing transparent real-time tracking notifications to consumers on the status of their package deliveries is a key element of our overall sales proposition to the e-commerce community. That's why we value surveys that validate the approach we take through "voice of the consumer" insights. Those efforts are further augmented by consumer satisfaction (CSAT) scores provided by consumers. In 2024, for example, our average CSAT score was 4.6 out of 5 based on the 3.4 million reviews we received.
Our comprehensive notification approach
The notifications we provide don't just share information with the consumer; they also serve to proactively manage exceptions to ensure a successful last-mile delivery experience.
The five-stage notification system for home deliveries
Consumers are invited to leave delivery instructions to ensure a successful delivery, such as an entry code.
Informs the consumer their package will be delivered today.
Sent 30 minutes prior to the planned delivery time.
Confirmation is sent including a proof of delivery photo and a satisfaction survey.
If delivery could not be completed, a notification is sent with the reason for the unsuccessful attempt and the option for consumers to leave further instructions to ensure the next attempt is successful.
The impact on consumer experience and brand trust
These delivery tracking notifications serve to provide the consumer with more accuracy and visibility in the delivery process, giving them knowledge of, and influence over, how their day is likely to unfold. Ensuring that such consumer notifications are provided in a timely manner and via the preferred communications channel is a key pillar of our e-commerce delivery service offering and our ability to grow your brand trust.
Our recent survey proves we're on the right track in enhancing the consumer delivery experience.