In recognition of National Customer Service Week (6–10 October), we’re shining a light on one of the most common, and costly, challenges in logistics: Proof of Delivery (POD).

Our latest research has revealed that more than six in ten transport managers have been involved in a dispute with customers over the condition of a delivery, with no reliable way of proving who was at fault.

For many, it’s an all-too-familiar story…

A delivery arrives, something isn’t quite right, and both parties are left pointing fingers without the evidence to resolve it quickly. To make matters worse, over 40% of respondents admitted to having lost a paper POD at some point, leading to time-consuming and expensive disputes.

These findings come from our latest industry report, Standing at the Crossroads: A Crucial Moment for UK Logistics, which explores the operational pressures and opportunities shaping today’s transport landscape.

Our research also highlights the practical frustrations that paper-based systems continue to cause. Including:

• 65% of managers said customers have struggled to read drivers’ handwriting on PODs.
• 51% have faced delays processing delivery documents, creating knock-on issues for invoicing and customer communication.
• More than 55% admitted they’ve had to tell customers they don’t know when a delivery will arrive.

And it’s not just about service quality –  manual document processing is also a serious drain on time and money. On average, it takes 1.7 hours a day, costing affected businesses around £50,000 a year in lost productivity.

We know that keeping customers informed and satisfied is just one part of a transport manager’s complex role. But when systems create uncertainty, relationships suffer.

That’s why we’re helping operators remove the guesswork from their delivery process. Our SmartPOD and connected Journey Management solutions provide full visibility of every delivery – from dispatch to doorstep – with secure, digital proof of delivery that eliminates disputes and improves trust on both sides.

As our CEO, Nadeem Raza, explains, “POD is an essential element of the logistics process, and these statistics should be a wake-up call to the industry. The more help that the transport or logistics manager can receive with recording POD, the better, for all concerned.”

We’re proud to work alongside transport professionals who are navigating these challenges daily. By digitising processes, reducing paperwork, and improving visibility, we’re helping businesses deliver great customer service – consistently, confidently, and cost-effectively.

Because when technology works seamlessly, so does your relationship with your customers.