Most businesses judge their courier services based on gut feelings and the occasional complaint that reaches management. This approach misses systematic patterns that data reveals. Real performance evaluation requires collecting specific numbers over extended periods, then analyzing what those figures actually mean for your operations. https://www.transportify.com.ph/ has simplified data gathering in logistics, but raw numbers mean nothing without proper interpretation frameworks. The metrics you track determine whether you catch problems early or discover service failures only after customers start leaving.
On-time delivery rate
The number tells you whether promises are kept. Multiply the number of deliveries arriving by the deadline by 100. A professional courier hits 95 percent. Anything under 90 percent means something broke in their operation. The calculation seems simple, but a useful analysis requires breaking down the number further. Same-day deliveries naturally have tighter tolerances than three-day standard shipping. Your courier might excel at standard deliveries while failing miserably at express service. Geography matters too. Urban delivery success rates often diverge wildly from rural performance. Consider these breakdown categories:
- Service tier performance comparing express versus standard delivery commitments
- Regional variations between city centers, suburbs, and rural destinations
- Monthly patterns revealing seasonal stress points or consistent problem periods
- Product-specific rates for heavy items, fragile goods, or oversized packages
One furniture retailer discovered its on-time rate dropped 22 percent for deliveries over 50 pounds. That specific insight led to switching carriers for heavy items while keeping the original courier for standard packages. Couriers are overwhelmed during busy times.
Average delivery time
On-time percentage shows promise keeping, but average delivery time exposes the actual operational speed. Measure elapsed hours or days from pickup to customer receipt. A same-day courier averaging six hours outperforms one taking ten hours, even though both technically meet a twelve-hour service window. Speed matters because it indicates operational efficiency and capacity headroom. Track these timing components separately:
- Hours between order placement and actual courier pickup at origin
- Transit duration from pickup location to delivery destination
- Weekend versus weekday performance differences
- Time variations based on package weight and dimensional size
Delivery accuracy percentage
Accuracy measures whether packages reach the right people at the correct addresses. Wrong building deliveries, items handed to neighbours without authorisation, or packages left at similar-sounding addresses all count as failures. Divide successful correct deliveries by total delivery attempts, multiply by 100. Professional services should exceed 98 percent accuracy. Even small accuracy failures create massive customer service headaches:
- Each mistake requires investigation time and follow-up coordination
- Redelivery attempts double your courier costs for that shipment
- Lost package claims trigger refunds or replacements, eating into margins
- Customer trust erodes faster from accuracy problems than from speed issues
Document every accuracy incident with photographs and written descriptions. Patterns emerge showing whether problems stem from driver errors, address database issues, or inadequate verification procedures. Some couriers struggle with apartment complexes while handling single-family homes perfectly. Others misdeliver when multiple businesses occupy the same building. Identifying these patterns helps you implement targeted solutions rather than generic complaints about “being more careful.” Intelligent courier service decisions are based on concrete metrics. Keep track of this data monthly or quarterly to spot trends. Consider these numbers when negotiating new contracts or evaluating your current courier relationship.
