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?
One email a week on subscription retention: the numbers, the strategy, and what to fix first.
Rahi Jain
Rahi Jain is a subscription LTV specialist who helps DTC brands maximize their LTV from subscriptions.
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