Customer Delivery Promise

Introduction

Designed for eCommerce and Customer Experience Managers. the Customer Delivery Promise report measures the extent to which customer delivery promises were met within a selected timeframe.

To select the timeframe, and your own red and amber thresholds for what constitutes a failed delivery promise, refer to Filters.

Features

The report is similar in appearance and use to the Carrier SLA report, but, instead of carrier performance, it provides a breakdown of seller performance against expected delivery time:

There is breakdown at the bottom of the report by market, to immediately highlight those countries in which you are failing your customers:

You can drill through from any of the cells in the parcels columns, to view the associated orders on the following screen:

You can then click in the column on the right to look up any of the orders in Delivery Manager so that you can investigate further.

Filters

In the filters at the top of the report, you can set the timeframe for which deliveries are to be shown. The default is 14 Days (i.e. show those parcels for which the end of the Delivery Manager committedDeliveryWindow is within the last 14 days):

You can also opt to View the deliveries by Days, ISO Week or Month, and set the Delivery Measure (the default is First Delivery and the selectable alternative is Actual Delivery into the customer's hands).

Included in the filters are red and amber thresholds, where you can set a delivery promise percentage for each threshold, as follows:

You can also restrict the data to a specific carrier, 'carrier service', 'service group', warehouse and/or market.