# What is Last Mile Delivery?

What is Last Mile Delivery? The final leg of shipping — from the logistics center to the customer's door. 53% of shipping costs.

## How it works in practice

Last mile is the moment the customer remembers. An SMS update plus on-time delivery equals a satisfied customer.

## Related metrics

- 3PL — sometimes includes last mile
- Carrier — performs the last mile
- SLA — a timing agreement
- Tracking — a critical part of last mile

## Common misconception

'Cheapest is best.' A high failure rate costs more once you factor in customer service, returns, and negative reviews.

## How to fix it

Last-mile issues? (1) delivery success rate (target > 95%), (2) automatic SMS with tracking, (3) a selectable delivery window, (4) a backup carrier for problem areas.

## Real-world example

A bookstore: 12% of packages failed on first delivery attempt. 'Deliver to neighbor' plus pickup points cut failures to 3%, saving $4,200/month in customer service.

## Where to start

Measure delivery success rate now. Below 93%, switch carriers.

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Category: Logistics · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/last-mile-delivery