Top 7 Shipment Tracking Problems Impacting Customer Satisfaction

Top Shipment Tracking Problems Impacting Customer Satisfaction

Shipment tracking is crucial in maintaining transparency with the customer, especially in a world facilitated by technology. The real time shipment visibility of shipment is critical to meet customer satisfaction. In 2018, research showed that 88% of customers consider real-time shipment tracking crucial for a positive customer experience.


An effective online shipment tracking system ensures customers’ satisfaction, enhancing their overall experience. Benefits of real time shipment tracking significantly contribute to the general impression you are giving to your clients.


Besides, an effective logistics tracking system software also guarantees on-time deliveries.

Delays in deliveries are the most common complaint among customers. They are demanding. 


So, it doesn’t matter if the package arrives undamaged. If delayed, especially without warning, it will bring a negative customer experience, and your customer service will be filled with complaints about this matter.


So, what’s the solution to maintaining customer satisfaction?


This blog post answers this question while explaining common shipment tracking problems and factors affecting customer satisfaction.


What Is Shipment Tracking?

Shipment tracking is about communicating with your end customers. It is about informing the order status at every shipping process step, from the moment they purchase to the confirmation to receiving the tracking code until they receive the goods.


A transparent shipment tracking system covers the package’s entire route and considers the timeline, as well as any delays or obstacles to the final delivery.


Real time tracking of shipment is a crucial aspect and provides a clear and transparent view of the transport process and is essential for a positive customer experience.


Also read: How Digitalization Reduces Turnaround Time (TAT) In Plants

7 Common Shipment Tracking Problems Impacting Customer Satisfaction

Here’s a breakdown of common shipment tracking problems that impacts customer experience:


Lack of Real-Time Visibility

When customers cannot track their shipments in real time, it creates uncertainty and anxiety. They may feel frustrated and powerless, not knowing where their package is or when it will arrive. Real-time visibility with shipment tracking addresses these concerns, giving customers peace of mind and control over their shipments.


Emerging technologies such as IoT (Internet of Things) sensors and RFID (Radio-Frequency Identification) tags can provide real-time data, enabling customers to accurately track their shipments in real-time.


Inefficient Tracking Systems

Outdated and inefficient logistic tracking system software is one of the factors affecting customer satisfaction. Thus, result in delays and inaccuracies in real-time transportation tracking information of shipment.


Customers may receive outdated or conflicting updates, leading to confusion and frustration. Businesses can provide accurate and timely information by improving shipment tracking systems and enhancing customer value and satisfaction. 


Adopting cloud-based logistics tracking system platforms and automated tracking software can streamline the process and enhance customer satisfaction. Eventually, minimize common shipment tracking problems that are otherwise challenging to manage.


Limited Accessibility

Customers expect easy access to tracking information across various devices in today’s mobile-driven world. Limited accessibility, such as non-responsive websites or lack of mobile applications, creates inconvenience and frustration. 


Enhancing accessibility ensures customers can track their shipments anytime, anywhere, improving their overall experience.


Incomplete Tracking Information

When customers receive incomplete or insufficient tracking information, they feel left in the dark about their shipments. They may have questions about transit milestones, estimated delivery times, or reasons for delays. 


Providing comprehensive tracking information addresses these concerns, enabling customers to stay informed and manage their expectations effectively. 


Leveraging technologies like AI (Artificial Intelligence) and machine learning algorithms can provide predictive insights and proactive notifications, ensuring customers are well-informed about their shipments.


Limited Integration with Partners

Lack of integration between logistics partners results in inconsistent and fragmented tracking information. Customers may experience delays or inaccuracies due to miscommunication or data discrepancies. Seamless integration ensures a smooth flow of shipment tracking updates, improving reliability and customer satisfaction. 


Embracing technologies like API (Application Programming Interface) integration and blockchain can facilitate seamless data sharing, ensuring accurate and synchronized real time shipment tracking updates for customers.


Lack of Proactive Issue Resolution

When issues arise during shipment, customers expect proactive communication and timely resolution. If businesses fail to identify and address common logistics problems promptly, customers may feel neglected or dissatisfied.


Proactive issue resolution demonstrates care and attentiveness, enhancing customer loyalty and satisfaction. 


By implementing machine learning algorithms and anomaly detection systems, businesses can proactively identify potential problems and provide timely updates and solutions to customers.


Insufficient Customer Support

Inadequate customer support channels or delayed responses can exacerbate tracking-related issues. Customers may have questions, concerns or need assistance with their shipments, and lack of support can leave them feeling unheard or frustrated. 


Offering robust customer support options ensures prompt assistance and builds trust with customers. 


Augmenting customer support with chatbots, AI-powered self-service portals, and multichannel communication options can enhance the overall customer experience and address tracking-related queries effectively.


Also read: Streamlining Your Logistics Operations

What Features Should Shipment Tracking System Incorporates for Better User Experience 

To provide a better user experience, a shipment tracking system software should incorporate several key features. Here are some essential features that you should incorporate in your strategies to increase customers satisfaction:


Real-Time Tracking

The system should offer real-time tracking capabilities, providing customers with up-to-date and accurate shipment information. This includes tracking the current location, transit milestones, estimated delivery times, and any exceptions or delays.


Multi-Channel Accessibility

The system should be accessible through multiple channels to accommodate various user preferences. This includes a user-friendly web interface, mobile applications for iOS and Android, and potential integration with popular messaging platforms or voice assistants for easy access and convenience.


Personalized Dashboards

The system should provide personalized dashboards for users to view their shipments at a glance. Customers should be able to customize their dashboard layout, prioritize important shipments, and set up notifications for specific events or milestones.


Interactive Maps

Incorporating interactive maps within the fleet tracking system can visually represent the shipment’s current location and route. Customers can zoom in, zoom out, and explore additional details on the map for a more engaging and intuitive tracking experience.


Proactive Notifications

The system should send proactive notifications to customers regarding shipment status updates, such as when a package is out for delivery, delayed, or delivered. These notifications can be transferred via email, SMS, push notifications, or through the tracking system’s messaging feature.


Shipment History and Analytics

Customers should have access to their shipment history and analytics within the tracking system. This includes viewing past shipments, reviewing delivery performance, analyzing transit times, and tracking any recurring patterns or common shipping issues/problems.


Integration with External Systems

The real-time shipment tracking software should integrate with external systems, such as carriers, customs agencies, or third-party logistics providers, to provide a seamless end-to-end tracking experience. This integration ensures that tracking information is synchronized and consistent across all stakeholders involved in the shipping process. 


Self-Service Tools

Self-service tools, such as a comprehensive FAQ section, knowledge base, or chatbot assistance, empower customers to find answers to common questions or transport issues without relying solely on customer support. Self-service options can improve efficiency and customer satisfaction.


Customer Feedback Mechanism

The system should include a mechanism for customers to provide feedback on their tracking experience. This can be in ratings, surveys, or feedback forms, allowing businesses to gather insights and continuously improve the tracking system based on user feedback.


By incorporating these features, a shipment tracking system software can offer a seamless, transparent, and user-friendly experience, ensuring customers can easily track their shipments, stay informed, and feel empowered throughout the shipping journey.


The Road to Implement Shipment Tracking System

When you have real-time shipment tracking system software, it diminishes the cases of delayed shipments, but also gives a high transparency to your customers, improving your company’s customer value and satisfaction.


If you are still looking for customized logistics tracking system software to mitigate common shipment tracking problems and factors affecting customers value and satisfaction, contact Fretron leading experts today


Frequently Asked Questions [ FAQs]

What is shipment tracking? 

Shipment tracking is a process that enables customers to monitor the package’s status and location during transit, providing visibility and updates on delivery progress.


Why is shipment tracking important for customer satisfaction? 

Shipment tracking is critical for customer satisfaction as it gives customers a sense of relief, transparency, and the capacity to plan, ensuring they are informed about their package’s whereabouts and delivery timeline.


How can shipment tracking errors impact customer loyalty and satisfaction? 

Shipment tracking errors can impact customer loyalty and trust in the shipping provider, as customers expect reliable and accurate tracking details, and repeated blunders can lead to a loss of confidence.


How can inaccurate tracking information impact customer satisfaction? 

Inaccurate tracking information can lead to confusion and frustration for customers, making it challenging for them to plan or make changes based on the provided delivery status, potentially leading to dissatisfaction.


What role does technology play in enhancing shipment tracking? 

Technology is crucial in improving shipment tracking by facilitating real-time tracking updates, providing real-time geolocation information, integrating multiple carriers into a single tracking interface, and offering convenient mobile tracking solutions.


How can real-time tracking updates improve customer satisfaction? 

Real-time tracking updates provide customers with up-to-the-minute information about their parcel’s location and estimated delivery time, improving transparency, reducing anxiety, and enriching overall customer satisfaction.


What are the consequences of incorrect delivery status updates? 

Inaccurate delivery status updates can result in customers being misled about their package status, leading to inconvenience, potential missed deliveries, and dissatisfaction with the shipping service

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