Same Day Delivery Rate
Delivering packages on time is one of the most important aspects of the overall delivery process. Customers care when their packages arrive later than intended and it becomes difficult to provide the quality of service they expect when delays occur.
A driver partner has successfully delivered a package on time when they deliver it the same day they pick it up from the warehouse.
A driver partner has not successfully delivered a package on time when they deliver it the next day, delivery it on a future date, do not deliver it at all, and/or when a different driver partner completes the delivery, even if it is completed the same day.
What is a Same Day Delivery Rate?
A driver partner’s Same Day Delivery Rate is the percentage of packages delivered on time out of all of his/her most recent deliveries.
How to best meet customer expectations?
While we acknowledge that not all delivery issues are entirely avoidable, customers expect that all packages are delivered on time and driver partners are expected to meet this standard when delivery is possible. And now when there is an issue with a delivery, we have a new feature in the app that allows you to report what went wrong so that we can continue to improve the in-app experience.
If a driver partner has an issue accessing a delivery location, will it count against them?
We know some delivery locations can be more difficult than others and this is a consideration when measuring Same Day Delivery Rate. Driver partners should always use best efforts to access the location. If a driver partner has an issue, they should contact the customer if possible, and contact support when needed. If a driver partner cannot deliver a package, they can tap the “Can’t Deliver” button in the app, choose the packages in question, and return the package to the warehouse as soon as possible.
How can a driver partner avoid Same Day Delivery misses?
A few tips on avoiding misses:
Only select routes they know they're able to complete on time
Read and follow all customer delivery instructions
Contact the customer if there is a delivery issue
Ensure their phone is fully charged and their vehicle is prepared for the distance/duration of the route selected
Make their best effort to deliver packages to the nearest safe delivery location
Here are some more helpful tips for completing difficult deliveries successfully, sourced from top driver-partners.
Have more questions? Reach out to support@shipveho.com