Quality of Delivery and Customer Satisfaction

Delivering what the customer ordered on time is the key to customer satisfaction.

7 R’s of customer satisfaction

Quality of deliveries or customer satisfaction can be measured by these 7 R’s

  • To the Right customer
  • At Right time
  • At Right place
  • At Right quantities
  • At Right conditions
  • At Right cost
  • To the Right customer

Order-Fill Rate

The order fill rate is another measurement of delivering quality. It measures the percentage of orders that are successfully fulfilled without any issues or delays. Simply put, the higher the order fill rate, the more satisfied the customer is.

To be able to count as top quality of delivery, the order fill rate should be at least above 95%.

To calculate the order fill rate, you can use a simple formula. The formula is:

(Order fill rate) = (Total orders shipped complete and on time) / (Total orders placed)

Amazon, Target, and Walmart are three of the largest retailers in the world, and they are known for their ability to deliver products quickly and efficiently. Here are their order fill rate scores as of 2021:

– Amazon: 98.3%

– Target: 98.0%

– Walmart: 95.0%

As you can see, all three retailers have very high order fill rate scores, which is a testament to their commitment to quality delivery and customer satisfaction.

On-Time Deliveries

To measure the performance of delivery, one of the metrics used is the on-time delivery rate. This measures the percentage of orders that are delivered within the promised time frame. The higher the on-time delivery rate, the better the performance of the delivery system.

According to recent reports, Amazon has an on-time delivery rate of around 97%, while Target and Walmart have on-time delivery rates of around 95% and 93%, respectively.

These scores demonstrate that these major retailers are doing a good job of meeting their customers’ expectations when it comes to delivery. However, there is always room for improvement.

Why Delivery Matters

Quality of delivery directly affects customers’ perception of the product or service they have purchased and can even affect their willingness to buy from a company again.

Delivery is not only about getting the products or services to the customer, but it is also about the overall experience of the customer in receiving and using the products.

The quality of delivery is crucial in today’s highly competitive market. A poorly executed delivery can lead to negative feedback and ratings from customers, resulting in decreased sales and reduced customer loyalty. In contrast, a smooth and timely delivery experience can create positive feedback, leading to increased sales, improved customer satisfaction, and better brand recognition.

What are the 4 basic methods of delivery?

1. Shipping – This is perhaps the most common method of delivery, particularly for online retailers.

Shipping involves packaging and sending products through a postal service or other delivery provider. Customers may have the option to choose their preferred shipping method at checkout, such as standard shipping or expedited shipping.

2. Pickup – For businesses with a physical location, customers may have the option to pick up their purchases in person. This can be a convenient option for customers who want to avoid shipping fees or who want their purchases immediately.

3. Delivery service – Some businesses offer their own delivery service, particularly for larger or more complex items. For example, a furniture store may offer delivery and assembly services for their products.

4. Digital delivery – For businesses that offer digital products or services, such as software or online courses, delivery can take place entirely online. Customers may receive a download link or login credentials to access their purchase.

What are the 4 basic types of delivery?

1. Standard Delivery: This is the most common type of delivery where the customer receives their package within a set timeframe, usually 3-5 business days.

2. Expedited Delivery: This is a faster option where customers pay extra for quicker delivery, usually within 1-2 business days.

3. Same-day Delivery: This is a popular option in big cities where customers can receive their orders on the same day as their purchase.

4. Scheduled Delivery: This option allows customers to select a specific date and time for their delivery to arrive, which is especially helpful for those who want to ensure they’re home to receive their package.

What are the characteristics of good delivery?

There are several characteristics of good delivery that customers expect and appreciate, including reliability, speed, accuracy, convenience, flexibility, and transparency.


Reliability means that the customer can count on receiving their product within the expected timeframe.


Speed is essential, especially for customers who are willing to pay extra for expedited delivery.


Accuracy refers to the correct and undamaged delivery of the ordered items.


Convenience includes the option to choose delivery times and locations that suit the customer’s schedule.


Flexibility means that customers can change or cancel delivery arrangements if necessary.


Transparency is crucial because it allows customers to track their shipments and know what to expect.

How do you ensure quality in delivery?

To ensure quality in delivery, you need to focus on a few key areas. These areas are:

1. Planning – Planning is key to ensuring quality delivery. You need to plan out your delivery process from start to finish. This includes things like mapping out your routes, scheduling deliveries, and coordinating with other departments.

2. Communication – Good communication is essential for quality delivery. You need to communicate effectively with your customers, your delivery team, and any other departments involved in the process.

3. Tracking – You need to be able to track your deliveries from start to finish. This means using technology like GPS tracking and delivery tracking software to ensure that your deliveries are on time and on schedule.

4. Training – Your delivery team needs to be well-trained and equipped to handle any situation that may arise during the delivery process. This means providing training on safety, customer service, and effective delivery methods.

5. Feedback – Finally, you need to be able to collect feedback from your customers on the quality of your delivery. This can be done through surveys, reviews, and other methods. Use this feedback to improve your delivery process and ensure that your customers are satisfied with your service.