This will give you a fair estimate of the performance of your carrier. Then divide the number of packages that have valid tracking information by the number of tracked packages that were delivered on time.Determine the estimated delivery date using the transit time finder for FedEx and UPS.Here’s how you calculate the on-time delivery percentage for FedEx and UPS shipments: The first step in holding your shipping carrier accountable is by measuring the on-time delivery rate. However, their service failure rate is still high.Ĭheck out the on-time performance of UPS and FedEx in 2018 Shipping carriers like FedEx, UPS or DHL are comparatively robust in last-mile order fulfillment. It seems unfair that you are forced to pay the price for a service failure committed by your shipping carrier. The likelihood of this customer returning to your store is less than 5%. To top that, your customer has no mechanism to track the order. Right there your customer satisfaction just plummeted. Due to inclement weather, the order is delivered 5 days later than the promised date. Say a customer opts for a 2-day FedEx/UPS ground shipping option. At the least, eCommerce retailers are expected to fulfill delivery promises. But meeting delivery commitment supersedes faster delivery. It is true that customer delivery expectations are unbelievably high – thanks to Amazon’s same-day delivery. Almost 90% of online shopping decisions are influenced by faster delivery times. On-time delivery of an order is the king of last-mile metrics. Here are 7 critical metrics that need to be measured by every eCommerce company that ships through FedEx, UPS or DHL: We have highlighted KPIs that will help you drive a more effective last-mile delivery strategy and win back customer loyalty. Retailers can take back control of last-mile delivery while still shipping through FedEx, UPS, and DHL. By measuring key last-mile delivery metrics, retailers can evaluate, iterate and perfect their last-mile delivery experience. They heavily rely on carriers such as FedEx, UPS or DHL to keep up their delivery promises. Retailers lose control of their last-mile delivery experience. Although delegating last-mile fulfillment frees up a major chunk of resources and time for retailers, it comes at a price. Most eCommerce companies rely on third-party shippers namely FedEx, UPS, DHL to fulfill their orders. Happier customers are likely to spend 140% more compared to unhappy ones.Ĭustomer relationships matter more than ever because your future revenue depends on those relationships lasting well beyond a single transaction. Surprising isn’t it? Almost every ounce of hard work put in by your sales team will be hastily offset by poor last-mile order fulfillment.Ħ9% of consumers are less likely to shop with a retailer in the future if a purchase is not delivered within 2 days of the date promised.Īn exceptional order delivery experience drives a higher customer satisfaction rate. The best way to drive more sales is to offer an exceptional last-mile delivery experience to your customers. So you double down on your marketing efforts – from adding a creative twist to your newsletter to optimizing the check-out page for a seamless online buying experience. Traditionally, more sales equal more revenue. As an eCommerce business owner, you are constantly experimenting with new ways to maximize your revenue.
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