Free tool · Last mile
Last-Mile CX Control Tower
From the customer outcome to the operational driver, the root cause and an action that is verified. Load your delivery, route, incident and action data from Excel or CSV, or start with the example station.
Control tower
Example data: the numbers of an invented station, for trying the tool. Your own files replace them.
Customer journey: which control protects which moment
| Order confirmed | Pick & pack | Handover to last mile | Loading | En route | Doorstep | Recovery & loyalty | |
|---|---|---|---|---|---|---|---|
| Customer expectation | Order arrives as promised | Correct products prepared | Order is complete and ready | Loaded safely and quickly | Reliable ETA, no surprises | Correct, fresh, respectful handover | Fast, fair resolution if something fails |
| Touchpoint | App, confirmation | Picking, substitution messages | Warehouse to last mile | Ramp, vehicle | Tracking, notification | Driver, customer | Customer care, refund, feedback |
| Main CX risk | Promise mismatch | Missing or wrong item | Missing bag, wrong trolley | Damage, temperature, late departure | Delay without a message | Failed attempt, poor behaviour | Slow or unclear recovery |
| Lead KPI | Promise accuracy | Pick and pack accuracy | Completeness at release | Loading time and scan compliance | On-time and notification rate | Perfect Delivery and first attempt | Complaints and repeat failures |
| Operational control | Capacity and slot planning | Standard work and quality check | Pre-scan and bag resolution | Loading target with quality; cold scan; gate closed | Live exception monitoring | Proof and handover standard | Incident list, root cause, corrective action |
| Owner | Planning | Warehouse, outbound | Warehouse and last mile | Driver, partner, last mile | Last mile, partner, customer care | Driver, partner | Customer care, operations, quality |
| Escalate when | Capacity at risk | Preparation defect | Bag unresolved before release | Quality or safety deviation | Window will be missed | Failed delivery or complaint | Repeat issue or high severity |
How the numbers are made
- Perfect Delivery per delivery. A delivery counts as perfect only when it was on time, complete, undamaged, temperature-compliant and delivered at the first attempt, all at once. Multiplying separate rates gives a different, wrong number.
- The right denominator. Rates are per delivered order; cold chain only counts chilled or frozen deliveries, notification only late or at-risk ones; route KPIs count routes.
- Targets you approved. A KPI without a target is shown but not scored. The page never invents a threshold.
- Enough data to compare. Partners and drivers with few deliveries are marked and not ranked: one bad day would look like a trend.
- Causes, not culprits. Stop at a process step you can change, not at “driver mistake”, and verify that the action worked.
Your data stays in this browser; files are read here and nothing is uploaded.