Customers want real-time delivery updates from businesses, with a clear heads-up if anything changes.
Complicated jargon and unnecessary messages only send them straight to the support lines.
When retailers choose to close the gap between what they promise and what actually happens with honest real-time updates, there are fewer calls for help and more repeat business.
How important are real-time delivery updates?
Recent research from DispatchTrack found that around 90% of consumers want to track their orders, and 80% want regular delivery status updates. They want to know what’s happening at every step.
That lines up with what’s happening locally. Australia Post’s 2025 e-commerce report shows its app hit about 3.1 million monthly active users in 2024, a jump from 2.6 million the previous year.
Shoppers also listed “tracking all parcels in one place” and “proof of delivery” as two of the top reasons they use it. The report states that 45% of shoppers actively want to track their parcels.
This is the kind of information they want to get updates on:
- Track parcels
- Confirm delivery date
- Make a plan for collection.
Meanwhile, the actual delivery leg is getting faster behind the scenes. Shippit’s 2024 State of Shipping data shows retailers typically tell customers it will take 5.6 days to deliver, but in reality, it takes (in 2025) less than three days (2.2 days).
That gap between what we say and what we actually do is huge. So, how do customers know what to expect to make plans?
That’s why real-time updates are how you close that perception gap.
For a customer, “real-time delivery updates” usually boil down to:
- I can see where my order is (not just “in transit”).
- I know roughly when it’ll arrive (and it updates if things change).
- I get a clear heads-up if something goes wrong – delay, reroute, or missed delivery.
For a retailer or delivery operator, that translates into:
- Fewer “Where is my order?” (WISMO) calls.
- Fewer failed deliveries and redeliveries.
- Less churn from customers who quietly switch to a competitor after one bad experience.
What customers actually want to see in a real-time update
Customers don’t want fancy messages, jargon that makes no sense, or complicated briefs that are difficult to understand. They simply want clarity from the updates.
When you strip away all the jargon, real-time delivery updates boil down to a handful of simple questions that they want answered.
- “Where is my order now?”
- “When will it get here?”
- “What happens if something goes wrong?”
Good real-time updates usually cover these answers with this technology:
Live map or clear status
“On the way,” “nearby,” “delivered”. These types of messages are ideally with a map or at least a meaningful status line, not just “in transit”.
Predictive, not vague, ETAs
Australian shoppers are used to next-day and same-day now. Giving customers a delivery window of “between Monday and Friday” won’t do.
Customers want tighter and more specific delivery windows. Businesses using real-time tracking and route optimization nail it with accuracy.
According to the latest industry data, fewer than 9% of Australian retailers are currently offering same-day shipping. However, more than 60% customers are happy to pay for it.
Here are examples of simple text message options to inform customers about the status of their orders.
Proactive notifications
- The driver is assigned
- The order is on the way
- The driver is nearby
- There’s a delay you can’t avoid
How to actually deliver real-time updates
This is the part everyone really cares about: how do you keep customers in the loop without your dispatch team living in their inbox?
You want to focus on accuracy, smart routing, friendly notifications, and good feedback.
Accurate data from the road
If the data is incorrect, every ETA after that is based on guesswork. So start here.
- Get GPS tracking on vehicles and assets, not just “parcel scanned at depot”.
- A driver app that quietly keeps location and status up to date in the background, without drivers having to tap a dozen buttons.
Smart routing behind the scenes
The thing is, you can’t send good updates if your routes are chaotic. With route optimization software, your drivers will know exactly where to go, and if a late order is added, the routes will be updated in real time.
- Route optimisation that builds realistic routes and delivery windows from the outset.
- Real-time adjustments when things change due to traffic, extra stops, or missed deliveries. This way, the ETA is updated in a timely manner.
Read more: Route Optimization Frustrates Customers! Boost The Delivery Experience
Customer-friendly notifications
Customers don’t want depot codes. They just want to know, “Is my order actually coming today?” Choose software that makes sense to the ordinary customer.
Automated SMS/email/app alerts triggered by real events:
- driver assigned
- order on the way
- driver nearby
- delivered
Use plain language, no jargon, no cryptic status messages that send people straight to the support desk.
Proof of delivery and feedback
The delivery doesn’t end when the driver rings the bell; it ends when you can prove it arrived and hear how it went.
This is what proof of delivery gives customers:
- Photo, signature, PIN, or QR-based proof of delivery stored against the order.
- A quick way for customers to rate the experience or flag an issue so you can fix patterns, not just one-offs.
About the author
Mia is a multi-award-winning journalist. She has more than 14 years of experience in mainstream media. She's covered many historic moments that happened in Africa and internationally. She has a strong focus on human interest stories, to bring her readers and viewers closer to the topics at hand.
