Focus on KPIs in logistics: a fundamental lever for customer satisfaction

KPIs (Key Performance Indicators) are a measure used to assess the effectiveness of an action, project or strategy in relation to predefined objectives.

In the transport and logistics sector, delivery promises are more than ever an essential criterion that influences purchasing decisions.

A late delivery, a damaged parcel or inaccurate tracking are enough to spoil a customer’s experience… and sometimes cause them to switch to a competitor.

To guarantee impeccable service quality, it is essential to rely on reliable KPIs, implemented as part of a process to improve the customer experience.

These indicators not only enable logistics performance to be optimised, but also enhance customer satisfaction.

At Dokeraa, transport tracking is at the heart of our expertise: analysing, correcting, optimising and anticipating to ensure ever faster, smoother and more controlled deliveries.

Why are KPIs essential for the smooth running of logistics?

KPIs provide insight into the reality on the ground in order to guarantee performance and customer satisfaction. In particular, they enable performance to be monitored in real time, but also allow any delays or anomalies to be anticipated.

Furthermore, they aim to prevent customer disputes and, in this sense, improve the overall shopping experience.

KPIs also help reduce logistics costs and optimise relationships with carriers.

In a context where customer demands are increasingly stringent (fast, accurate, flexible delivery), monitoring the right indicators is no longer an option but a real strategic challenge.

Essential KPIs for optimising customer satisfaction in e-commerce logistics

KPIs are mainly used to optimise customer experience and satisfaction. There are several indicators that can be used to assess these metrics.

1. On-Time Delivery Rate

This is one of the most closely monitored KPIs in logistics. This indicator measures the percentage of parcels delivered within the specified time frame.

It aims to examine any delivery delays, a criterion that directly impacts customer satisfaction.

The advantage of this KPI is that it helps to avoid repeated delays, which can lead to a loss of confidence on the part of the end customer.

2. The transport exception rate

The transport exception rate is a KPI that groups together incidents that can disrupt delivery, such as failed deliveries, lost parcels, or damaged parcels.

This indicator also analyses incorrect addresses or parcel refusals in order to reduce the impact of these inconveniences and improve processes.

3. Delivery-related return rate

The delivery-related return rate allows you to analyse issues related to transport tracking, which may be linked to product returns.

This may include:

Deadlines not met
Damaged parcels
Bad delivery experiences

4. The carrier's coverage rate

The carrier pick-up rate, meanwhile, allows you to monitor the regularity and capacity of carriers to collect parcels on time.

A carrier that does not adhere to delivery schedules directly impacts delivery times for the end customer.

How does Dokeraa turn KPIs into a strategic advantage?

At Dokeraa, KPI monitoring is an essential pillar, integrated into our comprehensive approach to logistics support.

Our ambition? To guarantee our customers the best quality of service by making delivery smoother, faster and more reliable.

To this end, we ensure daily monitoring of KPIs and real-time analysis to anticipate any anomalies.

Immediate corrective actions are implemented to minimise the impact on customers in the event of an error.

In addition, we strive to implement continuous improvement processes aimed at optimising transport choices, schedules and packaging in order to guarantee a fully satisfactory experience.

By providing clear insights into transport data, Dokeraa enhances customer satisfaction and brand loyalty for the companies that place their trust in it.

Delivery is the final link in the customer journey. By mastering logistics-related KPIs, a brand can improve its service quality and create a positive shopping experience for its customers.

It is also an excellent way to build customer loyalty by enhancing reliability, as well as reducing costs.

For Dokeraa, KPIs are genuine drivers of continuous improvement, designed to enhance customer satisfaction and logistics performance on a daily basis.

Want to improve your transport performance and offer your customers a flawless delivery experience? Let’s discuss it together!