KPIs for your delivery performance
Your on-time delivery rate
Your delivery performance, which we contact you about when specific action is required, is determined by factors including the number of punctual (“on-time”), late, and early (“off-time”) deliveries.
- The “on-time delivery rate” is the percentage of order units that were delivered within your delivery window.
- The “off-time delivery rate” is the percentage of order units that were delivered outside your delivery window. Your off-time delivery rate breaks down as follows:
Early delivery rate:
The early delivery rate indicates the percentage of all order units delivered early in relation to all order units delivered within the last calendar week.
Late delivery rate:
The late delivery rate indicates the percentage of all order units delivered late in relation to all order units delivered within the last calendar week.
Measures to optimise your delivery performance
Early delivery rate:
Short delivery times are a great incentive for our mutual customers to make a purchase. So even if you have a high rate of high rate of early deliveries, you still have potential for improvement by indicating shorter delivery times that match your delivery rates. For very short delivery times (1-X days), we also ask you to check your cutoff time for “same-day shipping” (Seller Portal – Shipping Settings), as we will automatically add a delivery day from this point on.
Late delivery rate:
You can reduce your late delivery rate by adjusting your delivery window. Learn more about it in the next section. Late deliveries usually result in customer complaints and have a negative impact on our customers’ satisfaction. Even if the delays are due to external factors, such as your shipping service provider, this should be factored into your delivery time immediately. The customer should always be provided with a reliable delivery time. This is the only way we can ensure a satisfactory shopping experience and avoid complaints.
Delivery window recommendations:
If your delivery performance in the previous week has not met the marketplace requirements, you will receive an e-mail on the following Monday informing you of your current service level. This e-mail will have a report attached which lists the corresponding order units (see “KPI export mailing” item). If there is a need to take action to adjust your delivery window, the report will include delivery window recommendations with the request to comply with them. When recommending delivery windows, we look at your delivery performance on the marketplace over the last 30 days. Strong weekly fluctuations are taken into account in the calculation.
Furthermore, the range of delivery windows is also considered. This should not be too large, as this often leads to customer queries and complaints. For example, for delivery windows of less than 10 days, we recommend setting a delivery window span of maximum 3 days (e.g. 2-4 days).
The transport time (set via your shipping group), added to the processing time (set when listing your offer), results in your specified delivery period.
Please react dynamically to your delivery performance at all times and immediately add any delays (e.g. caused by your shipping service provider) temporarily to your delivery time.
Target values for your delivery performance
We set different target values for the on-time delivery rate and the rate of order units delivered late.
For the on-time delivery rate, a certain number of late deliveries are allowed within the calculated delivery window recommendations. The aim here is to achieve as many deliveries as possible within the delivery time you have set.
Neither your rate of order units delivered early, nor your order units delivered late should exceed this figure by 10%.
Your trackable shipments rate
The trackable shipments rate indicates the percentage of all order units with a valid tracking number shipped by you within the last completed month.
We expect the rate to be at least 80%.
How to optimise your trackable shipments rate
To increase customer satisfaction, we expect you to have a trackable shipments rate of at least 80%. In some circumstances, the increased transparency provided by traceability can prevent you from having to deal with queries about shipments if a delivery is delayed. If customers are unable to see the current delivery status, they are more likely to open a ticket with the reason “Delivery delayed”.
To optimise your trackable shipments rate, you can submit the order’s tracking information when you mark the order as shipped, thereby enabling the customer to track the package. Please refer to our list of associated shipping service providers.
Open order units with overdue delivery dates
Open order units with a delivery date in the past should be avoided. If order units with this status exist, you will be notified accordingly as part of the KPI export e-mail. Please revise them as soon as possible. You can filter out the relevant order units via the “Your sales” report.
Optimisation measures
- Check the affected order units and make sure that the shipment marking of your order units works.
- If necessary, adjust your delivery times so that future orders can be delivered on time.
- Proactively inform your customers about the delayed delivery using the ticket system.
Please be aware that you will be notified by Kaufland Global Marketplace if an order unit has not been marked as shipped 14 days after the latest delivery date and no ticket has been opened for the order. If the status of the order units does not change within seven days of notification, it will be cancelled by Kaufland Global Marketplace on behalf of the seller.