Fulfillment Center KPIs You Should Know

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Fulfillment Center

The best fulfillment center is one that can match their work to your company’s needs. Basic, “industry standard” services do suffice in some cases. But not when your reputation depends on overtly impressing customers. Or when your business volumes can fluctuate significantly. Or when your products require specialized storage or handling.

What is most important differs with every company, and the metrics you use to monitor fulfillment performance have to reflect that. Otherwise, they’re just numbers that do you little good. Only you can determine what specific services and performance levels are acceptable or desirable. That said, there are certain fulfillment center metrics you should know in order to get a true and full picture.

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What should you measure?

Some critical fulfillment KPIs are easily measurable, whether you want to meet or exceed industry averages:

Call answering speed (at USA, that’s 20 seconds or less)
Abandoned call rate, which indicates potentially lost sales (at USA, it’s a mere 1.5%)
Product and data security (at USA, our policies and protocols are comprehensive and stringent, protecting clients and their customers against both physical and digital losses)
Order accuracy, which can lead to expensive returns, brand damage, and customer flight (at USA we’re nearly perfect at 99.92%)
Faster-than-expected deliveries

Some fulfillment KPIs are not so easy to quantify, yet they can dramatically impact overall fulfillment performance, sales revenue, brand reputation, and customer loyalty. Thanks to USA’s high touch business philosophy, our clients and their customers always enjoy these advantages:

Personable, US-based call center professionals
Thorough training and value-added services that enable us to upsell and actively assist customers in ways that increase sales as well as satisfaction
Packaging options and advice that ensures customers are as impressed with their package as they are with your products
24/7 access to custom-tailored tracking and reporting aligned with your KPIs
100% call recording, to ensure brand consistency and continuous improvement

Whether you’re considering outsourcing or looking for a more productive fulfillment partnership, this needs assessment will help you clarify current performance and define – or refine – the KPIs you want to use going forward.

You can have it all

More and more companies are choosing to partner with a full-service fulfillment center. Here at USA, we do it all, from inbound customer care through warehouse, pick and pack, and shipping. And we do it all with our famous high touch difference. With fully integrated order and warehouse management technology, we can provide reliably fast, accurate service and a proactively positive customer experience, every time.

Knowing what is key for your company to measure is a first step. Obviously you need a fulfillment partner who can perform consistently at your required levels. But there’s more to choosing the right fulfillment house, if you expect to earn greater customer loyalty and lifetime value. Our free e-book explains everything you need to know.