{"id":66032,"date":"2026-01-07T11:47:30","date_gmt":"2026-01-07T10:47:30","guid":{"rendered":"https:\/\/dokeraa.com\/focus-on-kpis-in-logistics-a-fundamental-lever-for-customer-satisfaction\/"},"modified":"2026-05-05T09:49:51","modified_gmt":"2026-05-05T07:49:51","slug":"focus-on-kpis-in-logistics-a-fundamental-lever-for-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/dokeraa.com\/en\/focus-on-kpis-in-logistics-a-fundamental-lever-for-customer-satisfaction\/","title":{"rendered":"Focus on KPIs in logistics: a fundamental lever for customer satisfaction"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"66032\" class=\"elementor elementor-66032 elementor-65960\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b52b9bd elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" 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blog<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-f8645d8\" data-id=\"f8645d8\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;animation&quot;:&quot;none&quot;,&quot;animation_delay&quot;:400}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9477845 elementor-align-end elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"9477845\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-clock\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">5 minutes<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d3b72da elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d3b72da\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5277596\" data-id=\"5277596\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7e3ef12 elementor-widget elementor-widget-text-editor\" data-id=\"7e3ef12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>KPIs (Key Performance Indicators) are a m<strong>easure used to assess the effectiveness of an action<\/strong>, project or strategy in relation to predefined objectives.<\/p>\n<p>In the transport and logistics sector, delivery promises are more than ever an essential criterion that influences purchasing decisions.<\/p>\n<p>A late delivery, a damaged parcel or inaccurate tracking are enough to spoil a <strong>customer&#8217;s experience<\/strong>&#8230; and sometimes cause them to switch to a competitor.<\/p>\n<p>To guarantee impeccable service quality, it is essential to rely on reliable KPIs, implemented as part of a process to improve the customer experience.<\/p>\n<p><br>These indicators not only enable<strong> logistics performance to be optimised<\/strong>, but also <strong>enhance customer satisfaction<\/strong>.<\/p>\n<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f319756 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f319756\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3e7cdf6\" data-id=\"3e7cdf6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-97403ca elementor-widget elementor-widget-heading\" data-id=\"97403ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why are KPIs essential for the smooth running of logistics?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5e312af elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5e312af\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7298b97\" data-id=\"7298b97\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-794db67 elementor-widget elementor-widget-text-editor\" data-id=\"794db67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>KPIs provide insight into the reality on the ground in order to <strong>guarantee performance and customer satisfaction<\/strong>. In particular, they enable performance to be monitored in real time, but also allow any delays or anomalies to be anticipated. <\/p>\n<p>Furthermore, they aim to prevent customer disputes and, in this sense, improve the overall shopping experience.<\/p>\n<p>KPIs also help reduce logistics costs and optimise relationships with carriers.<\/p>\n<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-683477f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"683477f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9fd5fb1\" data-id=\"9fd5fb1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-995263c elementor-widget elementor-widget-heading\" data-id=\"995263c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Essential KPIs for optimising customer satisfaction in e-commerce logistics<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2b8c5db elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2b8c5db\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-caef2cf\" data-id=\"caef2cf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ab6021d elementor-widget elementor-widget-text-editor\" data-id=\"ab6021d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>KPIs are mainly used to optimise customer experience and satisfaction. There are several indicators that can be used to assess these metrics. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0754a36 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0754a36\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fdf280a\" data-id=\"fdf280a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-65eaf2c elementor-widget elementor-widget-heading\" data-id=\"65eaf2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. On-Time Delivery Rate<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3ffa5f4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3ffa5f4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7c14384\" data-id=\"7c14384\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8edd727 elementor-widget elementor-widget-text-editor\" data-id=\"8edd727\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This is one of the most closely monitored KPIs in logistics. This indicator<strong> measures the percentage of parcels delivered within the specified time frame<\/strong>. <\/p>\n<p>It aims to examine any delivery delays, a criterion that directly impacts customer satisfaction.<\/p>\n<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8fdffc8 elementor-widget elementor-widget-heading\" data-id=\"8fdffc8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. The transport exception rate<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfa0b32 elementor-widget elementor-widget-text-editor\" data-id=\"bfa0b32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The transport exception rate is a KPI that groups together incidents that can disrupt delivery, such as failed deliveries, lost parcels, or damaged parcels.<\/p>\n<p>This indicator also analyses incorrect addresses or parcel refusals in order to reduce the impact of these inconveniences and improve processes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be8693f elementor-widget elementor-widget-heading\" data-id=\"be8693f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Delivery-related return rate<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b61fd76 elementor-widget elementor-widget-text-editor\" data-id=\"b61fd76\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The <a href=\"https:\/\/dokeraa.com\/en\/returns-management-and-customer-loyalty\/\">delivery-related return rate<\/a> allows you to analyse issues related to transport tracking, which may be linked to product returns.<\/p>\n<p>This may include:<\/p>\n<ul>\n<li>Deadlines not met<\/li>\n<li>Damaged parcels<\/li>\n<li>Bad delivery experiences<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fa2e42 elementor-widget elementor-widget-heading\" data-id=\"1fa2e42\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. The carrier's coverage rate<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e31c2d0 elementor-widget elementor-widget-text-editor\" data-id=\"e31c2d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The carrier pick-up rate, meanwhile, allows you to monitor the regularity and capacity of carriers to collect parcels on time.<\/p>\n<p>A carrier that does not adhere to delivery schedules directly impacts delivery times for the end customer.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9ce0df elementor-widget elementor-widget-heading\" data-id=\"b9ce0df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How does Dokeraa turn KPIs into a strategic advantage?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbb8621 elementor-widget elementor-widget-text-editor\" data-id=\"dbb8621\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>At Dokeraa, KPI monitoring is an essential pillar, integrated into our comprehensive approach to logistics support.<\/p>\n<p><br>Our ambition? <strong>To guarantee our customers the best quality of service<\/strong> by making delivery smoother, faster and more reliable. <\/p>\n<p>To this end, we ensure daily monitoring of KPIs and real-time analysis to anticipate any anomalies.<\/p>\n<p>Immediate corrective actions are implemented to minimise the impact on customers in the event of an error.<\/p>\n<p>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.<\/p>\n<p>By providing clear insights into transport data, Dokeraa e<strong>nhances customer satisfaction and brand loyalty<\/strong> for the companies that place their trust in it.<\/p>\n<p>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. <\/p>\n<p>It is also an excellent way to build customer loyalty by enhancing reliability, as well as reducing costs.<\/p>\n<p>For Dokeraa, KPIs are genuine drivers of continuous improvement, designed to enhance customer satisfaction and logistics performance on a daily basis.<\/p>\n<p>Want to improve your transport performance and offer your customers a flawless delivery experience? Let&#8217;s discuss it together! <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d5f4476 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d5f4476\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f60b330\" data-id=\"f60b330\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6f9c894 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6f9c894\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-79e33c5\" data-id=\"79e33c5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Essential KPIs in transport for measuring logistics performance, optimising your e-commerce deliveries and sustainably enhancing customer satisfaction.<\/p>\n","protected":false},"author":3,"featured_media":65966,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35],"tags":[],"class_list":["post-66032","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-e-commerce-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Focus on KPIs in logistics: a fundamental lever<\/title>\n<meta name=\"description\" content=\"Essential transport KPIs to measure logistics performance and optimize your e-commerce deliveries.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dokeraa.com\/en\/focus-on-kpis-in-logistics-a-fundamental-lever-for-customer-satisfaction\/\" \/>\n<meta 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