When people talk about growth in e-commerce, the focus is often on the eye-catching aspects — campaigns, influencers, high-converting checkouts. But the moment after hitting “Buy Now”? That's where the actual customer experience starts.
According to ParcelPerforms Guide Book “Go Beyond Post-Purchase,” brands are now gaining loyalty and repeat purchases that focus on what happens after checkout—particularly during delivery.
The post-purchase gap: Why many brands lose loyalty too early
parcelPerform sums it up:
Delivery experiences are one of the most important drivers of customer loyalty today.
Because the gap between promise and delivery is the most fragile moment of the entire shopping experience. Customers are excited. They're waiting. They've handed over their money and expect every detail of the brand promise to be delivered.
Yet too many brands are handing over the customer relationship to an unpersonalized tracking page, vague “on-the-go” notifications, and anonymous couriers.
That is the trust gap. And this is exactly where Urbify comes in.
We'll be there after checkout. Our verified transfers with PIN codes, precise one-hour delivery windows and clear communication flows keep customers informed, respected and loyal.
What customers expect (and how Urbify delivers)
From the guide:
- 87% of consumers expect complete transparency about delivery status
- 78% want precise delivery times — not just “on-the-go” updates
- 65% say that just one failed delivery shakes brand trust
These are high standards — and that is exactly how we set up our last-mile system.
- One-hour delivery windows provide clarity and control
- Automatic SMS updates reduce support volumes and eliminate WISMO tickets
- PIN-verified handovers ensure that packages reach the right person
- Over 99% first-time delivery success rate protects your brand reputation
In short: We don't just show up — we deliver correctly.
Beyond the package: What bad delivery really costs
You can do everything right up to checkout — and still lose the customer after the purchase.
The risks according to ParcelPerform:
- Support overload: Over 50% of e-commerce inquiries involve delivery or returns.
- Negative reviews: Poor delivery can affect your reviews and cost sales.
- Abandoned shopping carts: Almost 70% of customers cancel their purchase — often due to unclear delivery options or times.
- Migration: A negative post-purchase experience makes customers switch straight to the competition, even if they liked the product.
And the decisive thing? The blame is rarely placed on the courier — but on your brand.
Urbify's logistics turns cost centers into growth drivers
We help our pharmacy and retail partners avoid delivery chaos and make logistics a brand asset.
Here's how it works:
- Our delivery performance reduces WISMO requests by up to 40%
- First delivery success rate is consistently above 99%
- Couriers are trained for sensitive handovers, particularly in the pharmaceutical sector
- We integrate PIN code verification and a one-hour time window to minimize misdeliveries
- Real-time solutions to problems keep customers informed and secure
Not only is it faster, it is also more intelligent.
Delivery is more than just a transaction. It is brand value.
Page 43 of the ParcelPerform guide sums it up:
Your logistics is your loudest brand signal.
If your customers experience confusion, delay, or no delivery, they don't blame the courier. They give it to you.
That's why Urbify designs delivery experiences that build your brand reputation.
- Branded messages along the entire journey
- Couriers as an extension of your service, not just as a deliverer
- Flexible options such as PIN code and storage at the desired location
- Support that takes responsibility instead of passing on the blame
We don't just fulfill the order. We fulfill the brand promise.
From data to loyalty: Why delivery intelligence counts
The best delivery is the one that is informed.
Urbify continuously analyses delivery data to enable partners to improve performance. Inspired by ParcelPerform's vision of a data-based e-commerce co-pilot:
- Carrier SLAs tracking and sharing
- Identify recurring bottlenecks and proactively suggest solutions
- Specific insights to improve NPS, reduce costs and increase repeat sales
A feedback loop that is constantly evolving.
Because a good delivery today is only valuable if it delivers the right learnings for tomorrow.
Logistics is the engine — not the afterthought
ParcelPerforms Report focuses on a truth that the industry is only slowly recognizing: Logistics is no longer in the background, but shapes how your brand is remembered.
Outstanding logistics is no bonus. It is essential for long-term success. - The Logistics Experience, p. 35
From weak points in carrier performance to increasing WISMO requests, parcelPerform describes the costs of reactive systems and fragmented handovers. Customers are feeling the consequences — with declining satisfaction, loyalty and brand value.
Particularly exciting: the focus on real-time performance visibility and central carrier data. Many companies do not have a clear, central overview of what happens after leaving the warehouse. If something goes wrong, they often find out last.
parcelPerforms recommendations:
- Proactively resolve issues before delays occur
- A central overview for multi-carrier tracking
- Consistent customer communication across all delivery phases
- AI-powered insights for logistics decisions
These are no longer “nice-to-haves”, but are becoming standard.
For companies that are already investing in last-mile quality, these strategies are familiar. At Urbify, we see that real-time communication and integrated delivery intelligence in particular have measurable effects on support costs, NPS and repurchase rate.
The conclusion is clear: Customer experience cannot be outsourced. Logistics is no longer just the journey from A to B — but what happens in between and what it feels like for the customer.
This is what it looks like in practice: A delivery moment that counts
A customer forgets to fill up the refrigerator before visiting. Someone needs a last-minute outfit for an event. Another person has run out of cold medication and can't make it to the pharmacy. The family meal depends on a delivery time window.
When timing counts, delivery makes the difference.
Urbify helps brands in a wide range of industries — from food to fashion to healthcare and hospitality — deliver exactly what customers need, when they need it.
Here's how our system keeps the promise:
- Automated collection directly from store, warehouse or dark kitchen
- Careful handling of sensitive or temperature-critical goods
- Accurate one-hour delivery windows with PIN-verified transfers for greater security
- Proactive SMS communication always keeps customers up to date
After the start, our partners from various industries report significantly more repeat orders — not just because of the speed, but because of the trust in the experience. It wasn't just about speed. What made them come back was the reliability, the communication, and how effortless it felt.
That is the moment when delivery becomes more than logistics. It becomes part of your brand — and a reason to come back again.
Why Urbify is convincing
Here is a quick overview of what makes Urbify the preferred logistics partner:
- Next-day delivery throughout Germany with precise one-hour delivery windows
- PIN code transfers ensure delivery to the right person
- Over 99% success rate for initial delivery
- Professionally trained couriers for time-critical and secure transfers
- Automated SMS updates keep customers informed without burdening support
- Data-based performance analysis and problem-solving support
Every delivery is an opportunity for reliability, simplicity, and service — and is a reflection of your brand.
Delivery isn't the end. It is the beginning of loyalty.
Customers don't remember how pretty your checkout was. They remember what the delivery felt like.
Respected? Informed? Or clueless as to where the package is staying? At Urbify, we don't believe in invisible handover. We build trust through action — delivery by delivery.
Are you looking for a partner who keeps all the promises from the checkout?
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