Seventy percent of customers would pay more for a convenient experience. While convenience starts with an onsite shopping experience, it doesn’t stop when the customer hits the “Buy” button.
Most users have experienced consistent, reliable, fast, and convenient online ordering from retail giants like Amazon and expect the same from you. In fact, 69% say they’re likely to make another purchase only if they have a positive delivery experience.
So, many supply chain leaders and executive teams proactively track key metrics for fulfillment success to ensure there’s no disconnect between customer expectations and the actual delivery experience. These metrics are tools for operational efficiency, customer satisfaction, and cost reduction. In this article, we’ll help you identify, understand, and utilize essential fulfillment KPIs that give you valuable insights into the inner workings of your supply chain.
Fulfillment metrics are KPIs that measure logistics and fulfillment efficiency, accuracy, and cost-effectiveness. In a world where customers have more choices, these metrics provide actionable insights for evaluating and improving supply chain performance to differentiate your brand’s fulfillment experience.
With the right metrics, you can:
Given the high-stakes nature of today's competitive markets, measuring fulfillment performance with the right metric is critical for success. You want to focus on the KPIs that drive supply chain efficiency to meet customer expectations.
While there are plenty of metrics for supply chain success, the order accuracy rate is one KPI worth more attention. It’s an important metric that tracks the percentage of orders fulfilled without discrepancies and provides valuable insights into the precision of your fulfillment process.
This metric is critical because order errors risk reputational damage. Take an e-restaurant, for example. Twenty percent of customers will never buy again after receiving an inaccurate order. As such, maintaining consistent order accuracy plays a huge role in building trust with customers and minimizing return rates.
To calculate order accuracy, use the formula:
Order Accuracy Rate = (Correct Orders / Total Orders) x 100
Tips To Improve Order Accuracy
The perfect order rate is one of the best metrics to track because 85% of e-buyers avoid an online store if they have a poor delivery experience. Perfect order rate tracks the percentage of orders completed without errors, delays, or damage. This KPI can help you gauge the reliability of your fulfillment operations, with a higher score indicating better fulfillment and improved customer satisfaction.
To measure the perfect order rate, use the formula:
Perfect Order Rate = (Perfect Orders / Total Orders) x 100
Tips To Improve Perfect Order Rates
Today’s customers need speed. Ninety percent consider 2- to 3-day delivery standard, with 30% expecting same-day delivery. Besides, 64% of customers say speed is as important as price. This emphasis on speed makes fast order fulfillment ideal for improving customer satisfaction and retention.
Use the following formula to calculate your company’s order fulfillment speed:
Order Fulfillment Speed = Delivery Date - Order Date
Tips To Improve Order Fulfillment Speed
The inventory turnover rate measures how often your company sells and replaces its inventory. This KPI is crucial in assessing the effectiveness of stock management and demand forecasting. While a high inventory turnover may reflect strong sales and efficient inventory management, excessively high rates could suggest frequent stockouts and understocking. Conversely, a low turnover rate may highlight overstocking slow-moving inventory or weak sales, which increases storage costs.
The formula for calculating the inventory turnover rate is:
Inventory Turnover Rate = Cost of Good Sold / Average Inventory
Tips To Manage Inventory Turnover
Dock-to-stock cycle time tracks how long it takes to process received inventories and make them available for sale. Warehouse employees cannot pick and dispatch items until they’re put into inventory and made available for order fulfillment.
So, this metric serves as a measure of your warehouse efficiency and readiness to meet customer demand. Longer cycle time may indicate inefficiencies such as delays in inspection or stocking procedures.
To calculate your company’s dock-to-stock cycle time, use the formula:
Dock-to-Stock Cycle Time = Total Dock-to-Stock Time / Total Items Received
Tips To Manage Dock-to-Stock Cycle Time
Pick and pack accuracy measures the precision in selecting and packing items for orders. The accuracy of your pick and pack operations is critical, as mistakes lead to expensive logistical problems and customer dissatisfaction. Higher accuracy reduces errors and helps build trust with customers.
Here’s the formula to calculate your pick and pack accuracy:
Pick and Pack Accuracy = (Accurate Picks / Total Picks) × 100
Tips To Improve Pick and Pack Accuracy
This commonly tracked KPI is the total cost of processing a single order. While supply chain leaders can measure and segment this KPI in various ways, it usually provides insights into financial efficiency and profitability.
Use the following formula to calculate the cost per order:
Cost per Order = Total Fulfillment Costs / Total Orders Processed
Tips To Optimize Cost per Order
The customer complaints rate is the percentage of orders that result in customer complaints. A higher complaint rate can indicate poor customer experience. These negative experiences can have lasting impressions. According to a recent study, 50% of customers share their bad experience through word of mouth, 26% put a comment on rating sites, and 21% post it on social media. However, tracking complaint rates can help you highlight areas for customer experience improvement to transform angry customers into loyal ones.
To calculate consumer complaints rate, use the formula:
Customer Complaints Rate = (Total Complaints / Total Orders) x 100
Tips To Address Customer Complaints
The order return rate is the percentage of orders returned by customers. This metric reflects your product quality and alignment with customer expectations. A high order return rate could indicate defects, customer dissatisfaction, shipping errors, or other shortcomings.
You can calculate the order return rate using the formula:
Order Return Rate = (Returned Order / Total Orders) x 100
Tips To Reduce Return Rates
Warehouse space utilization measures the percentage of space in your warehouse that’s used effectively. Tracking this metric helps maximize cost efficiency and boost your operational readiness.
Here’s how you calculate warehouse space utilization:
Warehouse Space Utilization = (Used Storage Space / Total Storage Space) x 100
Tips To Maximize Warehouse Space Utilization
The shipping error rate is the percentage of orders shipped with errors. The consequences of a shipping error are twofold: Your company has to spend extra resources to correct the error, and the customer has to wait longer for their order. Lowering your shipping error rates can help you improve delivery speed and, in turn, enhance customer trust.
To calculate calculate shipping error rates, use the formula:
Shipping Error Rates = (Shipping Errors / Total Shipments) x 100
Tips To Lower Shipping Error Rates
Maintaining growth and a competitive edge in a market that requires you to adapt to evolving consumer preferences requires more than just operational efficiency. It commands precise measurements and strategic performance management — capabilities that fulfillment metrics offer.
Today, many businesses adopt the data-driven mindset to see potential outcomes, make decisions, and carve a competitive edge. When you track fulfillment KPIs, you can identify inefficiency, seize opportunities, and mitigate risks before they turn into crises.
Take, for instance, data you gather from cycle time analysis. By tracking cycle time, you can break down the order fulfillment process into stages and measure the time each stage takes. You can then identify areas where delays occur and address the bottlenecks affecting overall performance and customer satisfaction.
Apart from driving informed decisions, tracking KPIs provides insight into your company’s performance against your peers. With your fulfillment data, you can compare your practices against industry standards and highlight performance gaps in your supply chain. You can then set progressive goals that help you stay competitive and efficient.
Regardless of the industry you serve, your marketplace is crowded with competition. To maintain an edge, it's best to monitor your fulfillment performance in real time to identify issues and take corrective measures before they compromise your customer experience. For example, real-time tracking of on-time delivery rates will help you identify delays in the fulfillment process so you can make adjustments promptly.
With so many supply chain activities and so much data to track, technology automates the monitoring process and houses all the data necessary to track fulfillment KPIs.
To track fulfillment metrics, you need some tools.
Warehouse Management Systems
A warehouse management system (WMS) is a warehouse efficiency tracking tool. It centralizes inventory tracking, order processing, and fulfillment workflows and can provide data on fulfillment metrics such as:
Predictive Analytics
Besides WMS, organizations and third-party logistics providers use analytics tools to scrutinize historical data and machine learning to predict future trends. From the gathered insights, organizations can forecast demand, plan inventory levels, and address customer needs.
Real-Time Dashboards
Real-time dashboards aggregate data from various systems to provide up-to-date performance metrics. They can help you monitor KPIs continuously and make quick, data-based decisions.
Too often, supply chain leaders invest effort in tracking KPIs for fulfillment success but stumble over common pitfalls.
Tracking too many KPIs can dilute focus and overwhelm you and your team. Prioritize metrics aligned with your business goals.
Looking at a single data point without connecting it to other metrics or trends often results in misleading conclusions. For instance, a one-time dip in order accuracy may not indicate a systemic issue — it could be an anomaly.
Ensure insights lead to meaningful changes. Failure to act on insights you gather from KPIs renders the effort of tracking them meaningless.
Whether you’re excelling in your goals or struggling to reach them, it pays to proactively seek ways to improve. To stay competitive, you want to regularly assess the strengths and limitations of your fulfillment processes for continuous improvement. Tracking metrics provides actionable insights for improving the success of your fulfillment process and enhancing customer satisfaction.
At QuickBox, we’ll help you optimize your fulfillment operations. With our 3PL fulfillment services, we can help you score high in KPIs that matter and meet your customers’ fulfillment expectations. Contact us today for tailored solutions and free fulfillment metric consultation.