KPI DELIVERY TERMS SECURITY SERVICE

 

Delivery is the first logistics company in Ukraine which has opened its KPI – indexes.
Everyday all indexes are upgraded from the Delivery register entry daily. Now you have an opportunity to see real numbers, which testify about company’s development.
Please trust professional logistics not empty promises!

Delivery terms

To the warehouse in time - In time cargo arrival to the warehouse. 
How do we count?
We compare original announced cargo arrival date in receipt with the real date when cargo was scanned at the warehouse. Accordance of this indexes testifies that the company fulfills its obligations to its customers

Door to door service in time – in time address delivery 
How do we count?
We compare original announced cargo arrival date in receipt of the recipient address with carrying out an act of delivery. Accordance to this indexes testify that company fulfills its obligations to its customers

Travel time – average transportation time of one direction 
How do we count?
We calculate the time between the real date when cargo was scanned at the warehouse and the date of dispatch. We keep count in full hours. All days off and holidays are  taken into account. 

Storage before issuing – average actual time of storage before issuing
How do we count?
We calculate the difference between a time of carrying out an act of delivery to the client and the real time when cargo is scanned at the warehouse. 

Security

Loss of cargo – Percent of cargo loss in total delivery amount
How do we count?
We compare the amount of goods, which have been lost with the total amount of cargo which has been delivered in a month.

Damage of cargo - damaged cargo proportion in total delivery amount
How do we count?
We compare the amount of cargos, which have been damaged with the total amount of cargo, which has been delivered.

 

Service

Customer complaints – Percent of complaints in customers total amount
How do we count?
We compare quantity of complaints, which have come from dispatchers and recipients with total amount of clients. 

Receipts complaints – percentage of complaints in total amount of deliveries.
How do we count?
We compare quantity of complaints with total amount of executed receipts.

СSI – level of satisfaction by Delivery service
How do we count?
Random representational selection from 1000 respondents by the telephone survey. It's calculated from comprehensive assessment by clients important characteristics. Every surveyed client appraises company work according to 10-points scale. 

NPS – readiness to recommend Delivery company to partners, friends, relatives
How do we count?

Random representational selection from 1000 respondents by the telephone survey. On the basis of received estimates, we devide all customers in 3 groups: 9-10 points « supporters»,7-8 points  « neutrals», 0-6 points  «critics».
NPS = proportion of supporters – proportion of critics
We organize an independent research once in 3 months.
NPS index at different economic branches has an essential difference due to the peculiarities of business processes and isn’t able to achieve 100 %.
For instance, 3 first places of annual NPS rating «TOP-10 leader companies in USA» were given to the following companies: USSA (Finance), Amazon.com (online sale) и USSA (vehicle insurance) with NPS levels 83%, 76%, 74%.

At the same time  index figures of consumer loyalty from the leaders of the global freight market in 2015 are:

  • UPS – 74%
  • FedEx – 73%
  • U.S. Postal Service – 73%
  • DHL – 63%
DELIVERY INDICES