Why Retailers Are Rethinking Gig Delivery Services

Consumer satisfaction is slipping—here’s what forward-thinking brands are doing about it.

As same-day delivery becomes a must-have for omnichannel retail, many businesses have turned to gig economy platforms to fulfill customer expectations. But recent data and shifting consumer sentiment suggest it’s time to reevaluate.

According to a whitepaper released by UPS, consumer confidence in gig-based delivery services is on the decline. The report highlights key concerns from retailers and customers alike, including inconsistent service quality, lack of accountability, and the impact on brand reputation when deliveries fall short.

What’s Fueling the Decline in Satisfaction?

The UPS report sheds light on several critical issues:

• Customer Complaints Are Rising: Consumers are increasingly vocal about missed delivery windows, poor communication, and unprofessional behavior from gig drivers.

• Retailer Concerns About Control: Gig platforms limit a retailer’s ability to control the customer experience, creating risk for brands that rely on consistent, high-touch service.

• Brand Reputation at Risk: With deliveries handled by anonymous gig workers, retailers often absorb the fallout from failed or poor-quality deliveries—even when it’s not their fault.

As more retailers push for a seamless, brand-consistent last-mile experience, many are exploring alternatives.

Gig vs. Professional: A Crucial Distinction

At the heart of the issue is the difference between gig delivery models and professionally managed networks like Hypr. Here’s how they compare:

• Worker Vetting and Training: Gig platforms allow almost anyone to sign up and start delivering within hours. In contrast, Hypr’s delivery network is composed of vetted, insured professionals with training in compliance, customer interaction, and safe package handling.

• Reliability and Accountability: Gig drivers operate with minimal oversight. Hypr’s professional partners are held to service-level agreements, performance benchmarks, and real-time delivery tracking—ensuring accountability at every touchpoint.

• Customer Experience and Trust: When deliveries are completed by strangers in unmarked vehicles, customers may be left guessing. A uniform, professional delivery experience—one that feels like an extension of the retailer’s brand—builds confidence and loyalty.

• Service Consistency: Gig-based delivery quality can vary widely depending on the driver and time of day. Hypr ensures consistency through standardized processes, routing intelligence, and a network built for dependability.

• Long-Term Value: While gig delivery might appear inexpensive upfront, inconsistent service can drive returns, negative reviews, and lost customers. Professional delivery provides long-term value through higher retention and stronger brand perception.

What Retailers Should Consider Next

Retailers at the forefront of logistics innovation are shifting toward delivery models that mirror the professionalism of their in-store experience. The question is no longer “How fast can we deliver?”—it’s “How do we deliver in a way that protects and strengthens our brand?”

Same-day delivery isn’t just a logistics decision—it’s a brand experience. As expectations rise and tolerance for delivery mishaps falls, the stakes have never been higher.