Why Logistics = CX? Just a few years ago, logistics was treated as the “back office” of e-commerce – a necessary element, but not considered a source of competitive advantage. Today the situation looks very different: as much as 60% of e-commerce costs are generated by the last mile, delivery has become the most visible and emotional customer touchpoint – the moment when the brand promise meets reality, every mistake (delay, lack of information, difficult returns) is immediately visible in reviews and directly impacts future purchases. Why NPS is no longer enough? The traditional Net Promoter Score (NPS), for years seen as the gold standard for measuring satisfaction, is too simplified. A single question (“Would you recommend us?”) does not reflect the full picture: it does not measure the emotions connected with delivery, it fails to capture competitive differences such as speed of problem resolution or flexibility in changing the delivery location, it does not account for the B2B perspective – for example, how easily a store or marketplace can handle shipping and system integration. The New Approach – MDX That is why a new metric is gaining traction in logistics – MDX. Unlike the narrow NPS, MDX provides a framework for evaluating experiences in three dimensions: Functional – does the service work seamlessly and reliably? Emotional – how does the customer feel when interacting with the brand? Brand-differentiating – does the logistics experience meaningfully distinguish the company from its competitors? Case studies show that MDX is not just a theory: InPost drives loyalty through simplicity of parcel pickup and strong local brand positioning. Nova Post introduced the voice assistant “Sendy” in self-service zones, enhancing functionality while adding inclusivity. SwipBox redefines parcel lockers, turning them from metal boxes into a software-driven, customer-centric ecosystem. How Can Companies Move from NPS to MDX? Moving from NPS to MDX does not mean abandoning NPS. It is worth using NPS as a “quick pulse” indicator, but complementing it with a focus on meaningful differences – the real drivers of loyalty and competitive advantage. Customer journey mapping NPS measures satisfaction at a single point in time; MDX requires a full-process perspective. Map the process from purchase → shipping notification → tracking → parcel collection → return/complaint. Identify all customer and merchant touchpoints (e.g. ease of label generation, system integration). Tools: service design, customer journey maps, mobile app heatmaps. Analyzing emotional “Moments of Truth” Customers remember not the entire process, but specific moments that trigger strong emotions. Does the app provide a sense of control (e.g. changing delivery location easily)? Is parcel locker pickup quick and intuitive – or frustrating? Is the returns process painless – or stressful? In practice: Include qualitative research (interviews, courier shadowing, UX testing). Measure emotions via short post-interaction surveys (“How did you feel when collecting your parcel?”), language analysis in online reviews, and even biometrics (eye-tracking and emotion research in UX). New data sources and AI for experience analysis MDX requires merging “hard” data (timeliness, SLA) with “soft” data (emotions, brand perception). AI/ML to analyze customer comments and reviews – automatically capturing emotions (sentiment analysis, topic clustering). Integrating operational and CX data – e.g. linking delayed shipments with the volume of negative reviews. Chatbots and voicebots as real-time insight sources – analyzing customer frustrations and questions. MDX Dashboard – combining SLA, retention, emotional satisfaction, and brand perception metrics. Pilot + scale Start with a single segment (e.g. parcel lockers in big cities, cross-border returns). Introduce MDX metrics alongside NPS – compare outcomes. Identify which aspects of the experience truly differentiate the brand (e.g. flexibility in redirecting a parcel). Scale the solution across the entire network. MDX as the new standard in logistics: what are the business benefits? The business benefits are multidimensional: Higher loyalty and retention – a customer who receives their parcel effortlessly is far more likely to return. Brand differentiation – logistics becomes a competitive advantage: touchless lockers, 1-click redirection, multi-carrier networks. Premiumization opportunities – growing numbers of consumers are willing to pay more for green, flexible, or personalized delivery. What’s more, a well-designed delivery experience functions as a marketing channel. Advertisements can be skipped – but the emotions tied to a fast, convenient delivery last. This transforms logistics from a cost center into a strategic brand-building tool. MDX as the future of logistics – turning experience into business advantage The era of measuring satisfaction with a single question – “Would you recommend us?” – is over. In last-mile logistics, it is no longer just about costs and timeliness, but also emotions and brand perception. MDX is becoming the new standard that allows online retailers not only to reduce errors but also to build loyalty and stand out in the market. Customers now expect convenience, flexibility, and consistency – whether they pick up a parcel in Warsaw, Berlin, or Prague. This creates a huge opportunity for companies that invest in international solutions and can translate the MDX philosophy into cross-border practice. Alsendo International: putting MDX into practice Alsendo International helps e-commerce businesses turn this vision into reality. Through flexible integrations and a network of trusted local carriers across Europe, we: simplify international shipping, ensure fast, convenient, and reliable deliveries, reduce costs while increasing predictability. This allows online retailers to focus on sales and growth, while we handle the complexity of cross-border logistics. In practice, it means your brand can deliver on the promise of a “meaningfully different experience” at international scale. Ready to make logistics your growth driver, not your bottleneck? Sign up and start shipping with Alsendo International – and bring speed, flexibility, and reliability to your cross-border deliveries. LAST-MILE INNOVATION REPORT 2025 Anna Sztyk