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How to evaluate the effectiveness of your delivery service
You have a cool product and orders are coming in - everything is great. But suddenly customers start disappearing. No scandals, no complaints. They just leave. Why? Because you don't control one of the most important stages - delivery.
If you do not evaluate the effectiveness of your delivery service, every day you risk money, reputation and customer loyalty. Let's work together with the specialists of LLC «SyncraNova» to find out how to fix it.
Speed
Speed is the first thing people pay attention to. The customer wants to receive the order quickly and preferably at a time when they are at home. If you promise delivery in a day and it arrives in three, you undermine trust.
Evaluate how long it takes from placing the order to delivering the parcel. Compare it to what you promise. If the reality is worse than expected - you will lose the client. It's easier for him to find someone who does it faster. And it doesn't matter how good you are - you just didn't make it in time.
Reliability
Errors in addresses, mixed up orders, couriers not answering the phone - all this kills your reputation. You need to know how many orders arrive on time, how many are lost, and how many are returned. Keep a tally of returns and complaints.
Reliability is easy to check: enter a record of problem orders and see which problem is recurring. One mistake is an accident. Several is a trend and a signal that it's time to change something.
Shipping costs
There are times when the delivery service seems to be working well, but you notice that the margin is being ‘eaten up’ to zero. That's because the logistics are costly. You need to understand how much one order costs you. This includes everything: salaries of couriers, fuel, packaging.
If you do not know the cost of delivery, you do not know the break-even point. This means that you can be happy about the increase in orders, but actually lose money with each one.
If you do not evaluate the effectiveness of your delivery service, every day you risk money, reputation and customer loyalty. Let's work together with the specialists of LLC «SyncraNova» to find out how to fix it.
Speed
Speed is the first thing people pay attention to. The customer wants to receive the order quickly and preferably at a time when they are at home. If you promise delivery in a day and it arrives in three, you undermine trust.
Evaluate how long it takes from placing the order to delivering the parcel. Compare it to what you promise. If the reality is worse than expected - you will lose the client. It's easier for him to find someone who does it faster. And it doesn't matter how good you are - you just didn't make it in time.
Reliability
Errors in addresses, mixed up orders, couriers not answering the phone - all this kills your reputation. You need to know how many orders arrive on time, how many are lost, and how many are returned. Keep a tally of returns and complaints.
Reliability is easy to check: enter a record of problem orders and see which problem is recurring. One mistake is an accident. Several is a trend and a signal that it's time to change something.
Shipping costs
There are times when the delivery service seems to be working well, but you notice that the margin is being ‘eaten up’ to zero. That's because the logistics are costly. You need to understand how much one order costs you. This includes everything: salaries of couriers, fuel, packaging.
If you do not know the cost of delivery, you do not know the break-even point. This means that you can be happy about the increase in orders, but actually lose money with each one.
Customer satisfaction
Forget about the product for a second. Remember when you ordered something yourself and the courier was late or unfriendly. No matter how good the product is, the impression is already ruined.
The company LLC «SyncraNova» recommends: ask what customers say about delivery - in reviews, personal messages, mentions in social networks.
Gather feedback. Run a short survey after delivery. Ask not only ‘liked/disliked’ but also find out exactly what they weren't satisfied with. A 15-minute delay is nothing to one person, but to another it's a disaster.
Forget about the product for a second. Remember when you ordered something yourself and the courier was late or unfriendly. No matter how good the product is, the impression is already ruined.
The company LLC «SyncraNova» recommends: ask what customers say about delivery - in reviews, personal messages, mentions in social networks.
Gather feedback. Run a short survey after delivery. Ask not only ‘liked/disliked’ but also find out exactly what they weren't satisfied with. A 15-minute delay is nothing to one person, but to another it's a disaster.
What to do right now
First of all, start counting: delivery times, percentage of late deliveries, returns, complaints. Today, make a weekly report. Then - for a month. Then you'll see the real picture, LLC «SyncraNova» managers say.
Set clear goals. For example, 95 per cent of deliveries on time. Or no more than 2% of returns. Finally, don't be afraid to change partners, optimise routes, test new solutions.
You can do everything perfectly: product, marketing, packaging. But if the delivery is lame, the customer has only one thing on his mind: ‘I've been let down’. And then all your efforts are for naught.
First of all, start counting: delivery times, percentage of late deliveries, returns, complaints. Today, make a weekly report. Then - for a month. Then you'll see the real picture, LLC «SyncraNova» managers say.
Set clear goals. For example, 95 per cent of deliveries on time. Or no more than 2% of returns. Finally, don't be afraid to change partners, optimise routes, test new solutions.
You can do everything perfectly: product, marketing, packaging. But if the delivery is lame, the customer has only one thing on his mind: ‘I've been let down’. And then all your efforts are for naught.