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Research Reveals Key Improvement Areas in Home Furnishing Retail

April 30, 2024

The State of Last-Mile Customer Experience in Home Furnishing Retail report highlights critical enhancement areas for retailers aiming to boost customer loyalty and strengthen their brand presence.


The research, published by, outlines significant factors:


Customer Service and Delivery Experience: While 77% of customers highlight pricing and 79% prioritize product quality, 50% consider customer service and 54% view delivery experience as essential factors influencing their repurchase decisions.


Delivery Tracking: About 44% of consumers consider the lack of real-time delivery tracking a major deterrent, a sentiment that increases to 65% among individuals over 60, highlighting the importance of improving services for older customer segments.


Communication and Speed: Poor communication and slow delivery processes are major barriers to securing repeat customers, with over 60% of consumers indicating they are less likely to return after a subpar initial experience.


Learn how to adapt your last-mile experience to evolving consumer behaviors and enhance customer loyalty by exploring the insights in’s report, The State of Last-Mile Customer Experience in Home Furnishing Retail.

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