Modern logistics organizations invest heavily in last-mile delivery, operational excellence, route optimization, and customer experience. Yet even highly optimized logistics networks can encounter a disconnect between internal performance indicators and the actual customer outcome.
A recent DEISKO case study highlights a real-world example involving a routine last-mile delivery that appeared successful within the tracking system but resulted in an entirely different customer experience.
The case explores:
- Last-mile delivery performance
- Customer experience in logistics
- Operational KPI management
- Collection point network effectiveness
- Service quality measurement
- Customer-centric logistics
The central question is simple:
Are logistics companies measuring successful processes, or successful customer outcomes?
The answer has implications for parcel carriers, retailers, supply chain managers, and logistics professionals alike.
🔗 Read the complete case study:
DEISKO Ltd » POSTNL 2026 KPI – Case
PostNL 2026: When Operational Success Is Not Customer Success in Last-Mile Delivery