Distribution Customer Satisfaction on the Rise

Aug. 1, 2013
Survey reveals advancements in order accuracy and rates.

On-time delivery, order fill rates, and perfect order metrics are progressing, according to a new report by Tompkins Supply Chain Consortium. Metrics continue to improve as companies invest in people, process, and technology.

The report, Distribution Customer Satisfaction Core Benchmarks, is based on a survey of respondents across eight industries, including apparel and footwear, electronics, food and beverage, and pharmaceutical, among others.

“We are seeing a large increase in the number of companies using the perfect order metric compared to previous years’ data,” says Bruce Tompkins, executive director of the Consortium and author of the report.

Highlights of the report include:

·       On-time delivery is on the upswing, with those leading the way capable of greater than 98.5% compared to a historical average of 94.2%.

·       The average order cycle time is three hours, but leaders are capable of shipping orders in less than two hours after receipt of order.

·       Order fill rates have shown a slight improvement, with a leading 98% fill rate in comparison to the average of 94.7% in previous years.

The report shows third-party logistics providers (3PLs) and wholesalers/distributors among the industry leaders in customer satisfaction.

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