Enhancing KPI on last mile delivery

Abstract: In the evolving logistics landscape, last-mile delivery stands as a critical determinant of customer satisfaction and operational efficiency. This study, conducted at SafExpress Logistics Pvt. Ltd., aims to enhance key performance indicators (KPIs) related to last-mile delivery by identifying operational bottlenecks and proposing practical improvement strategies. Using a combination of surveys, interviews, observational studies, and secondary data analysis, the project evaluates existing performance metrics such as on-time delivery rate, first-attempt success, and customer satisfaction. The research highlights major challenges, including traffic congestion, address errors, and customer unavailability. Key recommendations include AI-based route optimization, real-time tracking, delivery window scheduling, employee training, and incentive programs. The study concludes that strategic technology adoption and customer-centric practices can significantly improve delivery performance, reduce costs, and strengthen SafExpress's competitive position in the logistics sector.