All retailers
High Volume (250k+)
Low Volume (25-249k)
Difficulty differentiating customer tracking experience
10
7
14
Affordable multicarrier tracking with advanced features
7
2
13
Difficulty incorporating tracking updates into website
4
7
0
Gaps in tracking visibility throughout the delivery process
3
3
2
Customers can’t redirect packages in-transit via portal
2
5
−1
Lack of analytics around use of tracking pages/notifications
0
−2
2
Inform customers about potential delays at point of purchase
−2
3
−7
Inaccurate/inconsistent tracking across carriers & platforms
−3
−6
1
Lack of IT bandwidth to improve tracking capabilities
−4
−6
−1
Unable to customize wording on tracking pages/notifications
−8
−6
−9
Unable to proactively notify customers about package delays
−11
−9
−14
398 US retailers surveyed May-July 2023