Ryder 2025 Consumer Study: Winning the Final Mile

In today’s highly competitive retail landscape, the last mile isn’t just a delivery—it’s a moment of truth. Ryder’s 2025 Consumer Study explores how final mile delivery experiences, particularly for big and bulky items like furniture and appliances, shape consumer perceptions and impact brand loyalty. Based on feedback from 1,000 U.S. consumers, this exclusive research uncovers the expectations, behaviors, and preferences driving the future of home delivery.

Key insights include:

• 96% of consumers who had a positive delivery experience said they’re more likely to shop with that retailer again.
• Nearly 1 in 3 consumers now schedule deliveries online—closing in on in-person scheduling.
• Over 70% are willing to pay for premium services like installation, setup, and haul-away.

From scheduling and communication to installation and post-delivery impressions, the report reveals which touchpoints matter most—and where brands are falling short. It also highlights the growing influence of younger consumers, their demand for tech-enabled experiences, and a willingness to pay for upgraded services that offer control and peace of mind. The data points to a clear trend: delivering the product is just the beginning; delivering the experience is what drives loyalty.

Download the Ryder 2025 Consumer Study now to understand how to elevate your final mile strategy, improve customer satisfaction, and stay ahead of shifting expectations in the big and bulky delivery space.

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