Last-mile delivery is the final movement of goods from a distribution centre, local depot, fulfilment facility, or retail location to the customer. Although it is often the shortest stage geographically, it can become one of the most expensive and operationally complex parts of delivery.

Unlike long-haul transport, last-mile operations involve numerous stops, smaller orders, customer time windows, and varied delivery locations. Urban congestion, parking restrictions, incorrect addresses, unavailable recipients, and difficult site access can reduce the number of deliveries completed during a shift.

Fleets can improve performance through route optimisation, address validation, customer notifications, arrival estimates, delivery-window planning, and electronic proof of delivery. Real-time tracking helps dispatchers identify delays, reassign urgent stops, and keep customers informed when circumstances change. However, reducing mileage alone does not guarantee an effective route. Vehicle capacity, service duration, driver hours, access restrictions, order priority, and delivery requirements must also be considered. Fleets should monitor cost per delivery, first-attempt delivery rate, on-time performance, miles per stop, dwell time, failed attempts, and customer complaints. Successful last-mile delivery balances operational efficiency with a convenient and reliable customer experience. Each handover should also generate accurate evidence so operations, customer service, and finance can close the order without additional follow-up.