In the department of e-commerce and home delivery, customer experience has top-of-the-line importance. Therefore, the companies have defined a range of KPIs that measure customer satisfaction with them. Among these countless metrics, three stand out. These are proactive communication frequency, dynamic route optimization efficiency, and customer effort score. Let’s find out more about these benchmarks below and how they can help you stand out in the user’s eyes:
1. Proactive Communication Frequency
As the name indicates, this parameter defines how frequently a company updates its customers on the delivery status without asking them. If we look at the backend, the process of informing a customer involves various steps.
These include intra- as well as inter-communication between teams. However, what exactly is the importance of proactive communication frequency for customers? Let’s learn with the help of the following points:
- It increases their satisfaction.
- This metric releases uncertainty and increases trust.
- Real-time location sharing increases transparency as well as an overall better experience.
- Automated notifications also help customers with updated ETA.
2. Dynamic Route Optimization Efficiency
Dynamic route optimization efficiency is a parameter that tells how many routes were adjusted due to bad weather or traffic congestion. Unfavorable weather or traffic jams are quite natural and can happen at any time. Therefore, companies always stay on the hotline to counter these problems. This parameter shows how serious a fleet is about the timely arrival of its goods to the customers.
Various software is available to efficiently optimize the route. The use of these tools is being increased at a gradual rate, with the UK market cap standing at $124.79 million in 2024. A lesser yet crucial aspect of optimizing the route efficiency is that it also decreases fuel consumption. Hence, it lowers your expenses and increases your revenue.
3. Customer Effort Score (CES) for Delivery Exceptions
Customer effort score, or CES, is another crucial metric that is being used to find out the satisfaction or experience of the user with your brand. CES means how much effort a client has to put into resolving an issue after product delivery.
CES is usually measured on a scale of 1 – 10. The lower the score, the lower the effort, and the higher the satisfaction of the client. A low-effort experience involves timely informing the customer about the delay, and he/she may reschedule delivery as per their convenience.
However, implementing a CES system is not always easy. Fleet owners often face the following issues:
- They have complex supply chains, involving multiple vendors and stakeholders.
- In case of an emergency, customers may face longer resolution times.
- The lack of real-time tracking systems may lead to lagging.
- Fast-paced competition may raise the customer experience for fast deliveries.
However, the above issues can easily be resolved by partnering up with a reliable fleet management company. One notable example is Radius, which can be accessed at https://www.radius.com/en-us/.
This company offers a plethora of telematics solutions, including asset tracking, vehicle tracking, fleet compliance, and real-time updates. Thanks to these services, you can easily enhance your customer experience and improve communication among your team.
Bottom Line
Quickly put, fleet tracking metrics help companies gauge the performance of their fleet vans. Three important factors include proactive communication frequency, dynamic route optimization efficiency, and customer effort score (CES). By actively monitoring these factors, you can easily find out the experience as well as the satisfaction of the user with your company.
