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Delivery KPI

84.29 %

0.63

In time to warehouse

73 Jan.

80 Feb.

79 Mar.

80 Apr.

83 May.

84 Jun.

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.

Time
on way Storage
before delivery hours hours 25:00 00:00 34:00 05:00

Travel time –average transportation time of one direction.
Storage before issuing –average actual time of storage before issuing.

How do we count?

Travel time: 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: 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.

Willingness to recommend 81.83 %

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 %.

72.99 %

0.99

In time to adress

70 Jan.

75 Feb.

76 Mar.

74 Apr.

77 May.

74 Jun.

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.

Customer complaints
0.0548 % 1 complaint of 1824 clients 0.0089

Complaints shipments
0.0832 % 1 complaint of 1201 receipts 0.0135

Damage of cargo
0.1258 % 1 out of 794 places 0.0210

Loss of cargo
0.0017 % 1 out of 58823 places 0.0009

Loss of cargo – Percent of cargo loss in total delivery amount.
Damage of cargo – damaged cargo proportion in total delivery amount.
Customer complaints – Percent of complaints in customers total amount.
Receipts complaints – percentage of complaints in total amount of deliveries.

How do we count?

Loss of cargo: 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: We compare the amount of cargos, which have been damaged with the total amount of cargo, which has been delivered.

Customer complaints: We compare quantity of complaints, which have come from dispatchers and recipients with total amount of clients.

Receipts complaints: We compare quantity of complaints with total amount of executed receipts.

Satisfaction with service 9.63 from 10

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.

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Frequently Asked Questions

What is the price of cargo insurance?

When evaluating cargo:
up to 1,999, 99 UAH — 15 UAH;
from UAH 2,000 to UAH 4,999, UAH 99 — 0.75%;
from UAH 5,000 to UAH 149,999, UAH 99 — 0.45%;
from UAH 150,000 and above — 0.65%;
1.05% of the declared value - taking into account military risks throughout the territory of the Country;
1.05% of the declared value - mandatory when sending cargo to/from the Company's representative offices in the cities of Sloviansk, Kramatorsk, Druzhkivka, Donetsk region, Izyum and Balakleya of the Kharkiv region, Sumy region, as well as representative offices in cities whose activities will be resumed and where the distance to the line of active hostilities will be less than 50 km. (regardless of the presence of a signed general insurance contract with the client).

Нow can you get discount?

You can find types of discounts and conditions of its getting at the site following the link

Нow to change city of cargo arrival?

1) The sender can change the city of arrival of the cargo in the mobile application https://www.youtube.com/channel/UC2ZxuQoIjvHGl2yR4FeS8qQ; 2) The sender or recipient can change the city of arrival of the cargo by drawing up a letter of application for readdressing. Sample application sheet .
If an individual wishes to change the city of arrival, a copy of 1-2 pages of the passport must be attached to the letter. If a legal entity wishes to change the city of arrival, the letter must be written on a letterhead and certified with the seal of the enterprise.

Нow to change receiver of cargo?

The sender can change the recipient: 1) in the mobile application https://www.youtube.com/channel/UC2ZxuQoIjvHGl2yR4FeS8qQ; 2) in personal account
3) through a written application. To change the recipient in the receipt, the sender must send a forwarding letter (color photocopy of the letter) by e-mail to the arrival warehouse or e-mail office@delivery-auto.com.ua. Ate a forwarding letter is written by a physical. person, you must attach 1-2 pages of the sender's passport. Sample letter
Please note that up to 4 recipients can be specified in the receipt when sending the goods.

Нow to get to know about cargo arrival?

1. You can find out the status of dispatched cargo at our site in this regard it is necessary to use form “Global search of receipt or information” or at Personal Area.
2. Wait for an SMS message about the delivery of your cargo to the destination at the phone number indicated on the receipt.

Нow to receive the remuneration?

You need to address to the employee of the warehouse of receiving to draw up the Act of acceptance of the cargo (baggage) by quantity and quality and present the documents for confirmation of the value of the cargo. The investigation will be conducted during 14 calendar days from the date of complete package of documents presentation. The notification about investigation findings will be send to your telephone and in Personal Area.
If the cargo was insured, you will need to fill an application to the insurance company. The template of the application you can find on our web-site by the reference

How should the cargo be packaged?

The package should guarantee cargo safety condition during transportation and meet Rules of packing the cargo which you can find on our web-site.

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