📌 Key Findings
📊
High Engagement: 87.4% of respondents monitor live tours at least a few times a day. Subcontractors monitor even more actively (94.6%) than GLS staff (81.1%).
✅
Strong Demand: 89.5% of users say automatic live issue detection would be useful or very useful — highest in Poland (93.8%).
⚠️
Top Issue: “Long breaks or delays” is the #1 notification priority (62.2%), followed by “Parcel scanned far from delivery address” (53.5%).
🔀
GLS vs Sub Split: When issues arise, GLS staff split between calling the driver (50.8%) and informing the subcontractor (42.9%), while subcontractors overwhelmingly call the driver directly (85.5%).
📝
Top Open Requests: Users want wrong-location scan alerts, the ability to message drivers via Bettermile, better filtering by conflict type, and continued tracking after route completion.
Total Respondents
206
5 countries
GLS Internal
110
53.4% of total
Subcontractors
96
46.6% of total
Completion Rate
60%
124 completed all Qs
Positive on Auto-Detection
89.5%
111 of 124 respondents
Daily+ Monitors
87.4%
173 of 198 respondents
Respondents by Country
n = 206
Role Distribution
n = 206 · Top roles shown
Monitoring Frequency
n = 198
Monitoring Frequency by Country
n = 198
Live Issues — Notification Preferences
n = 127 · Multi-select
First Action When Issue Detected
n = 125
Usefulness of Automatic Detection
n = 124
Usefulness — Positive Rate by Country
% who said Very useful or Useful
⚠️ In the NL/Canada survey, “App offline/GPS lost” and “Parcel scanned far from delivery address” were combined into a single option. Respondents who selected it are counted under both categories for cross-country comparison.
| Country | Type | Original | Translation |
|---|
Response Completion by Question
Q3 Conflict Info134 (65.0%)
Q4 Live Issues127 (61.7%)
Q5 First Action125 (60.7%)
Q7 Anything Else61 (29.6%)