Product Delivery Impact On Customer Retention

Delivery delays kill customer retention

Here’s how to fix it 👇

Measure key metrics

    OTIF (on-time, in full) delivery
    Aim for a 100% OTIF score, but set a realistic target between 80-100%.

    Number of WISMO queries
    Track the volume of “Where is my order?” queries. Customers shouldn’t need to follow up.

    Time to Resolution for Shipping-Related Queries
    Shorten the time it takes to update customers.

    Build strong post-purchase communication

      Customers say they don’t need updates, but they want to know everything.

      They want to see their money working the moment they place an order.

      Use tools like Wonderment or AfterShip to automate communications at every step:

      Be it shipment created, shipment stalled, carrier picked up, out for delivery, attempted delivery, delivered all.

      In short, over-communicate.

      Be transparent

        Communicate for any delays in shipment or any other policy or product changes.

        Be as transparent as possible.

        Transparency builds trust and trust leads to future purchases

        What steps are you taking to improve delivery transparency?

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