How to improve your delivery KPI’s

No longer the underdog of the industry, on-demand delivery has every business’s attention, and the competition is hotting up.

KPI’s ( key performance indicators ) being met and improved on are key to ensuring your business ranks well on delivery aggregators algorithms. If there’s anything we know about hungry customers, it’s that they’re definitely not going to scroll to page 77 when looking for a place to order their food from.

The first of these KPI’s is ‘Tablet Availability.’ This is the time the tablets are turned on v the store opening hours on the delivery platforms. It is most often reported as a %. 

For example if your tablet was on for 9 hours and the delivery platform expected you to be open for 10 hours then your tablet availability would be reported to be 90%

You cannot accept orders with the tablet turned offline. It is the digital equivalent of having your doors locked during opening hours.

If you can’t sell anything then everyone loses

• The customers can’t order their food
• The delivery company can’t make a sale
• The delivery rider / driver can’t ear and fee
• You can’t sell your goods

An easy way to maintain your tablets might sound stupid but making sure daily checks are in place and part of the usual routine, as well as business opening hours being accurate. Having systems in place to train staff and report on progress weekly is also key to ensuring the standards are kept high.

Product Availability is another key KPI which is valued very highly by providers. 

Product availability relates to having a product available for a customer to purchase but then the site rejecting the order because of being out of stock of that item.

This experience is likely to drive customers to another 3rd party provider and therefore sales opportunity is lost.

This can be prevented easily by checking stock levels frequently and removing items from the live menu when they’re out of stock before a customer can potentially order.

Order Accuracy leads to the majority of complaints in the on-demand sector, accounting for 40% of them.

This can be kept to a minimum very easily but is often overlooked. Ensuring a system is in place where; the food is checked twice via ‘bag and tag’ process but also checked as it’s about to be passed over to the courier. This means you are doing all you can to provide accurate orders to customers to keep them coming back for more.

Driver waiting times are important in more ways than you may think.

Riders / Drivers and delivery platforms only earn money when they are delivering food. Riders / drivers are part of the GIG economy and as such do not get paid by the hour. They are self employed and effectively contracted to complete the job which they then get paid a fee to complete. Unlike hourly paid personnel when delivery riders / drivers are not delivering they do not earn money. So if they are kept waiting the store is affecting their ability to earn money. 

This will lead to drivers avoiding your store if they know they’re likely to be kept waiting and this will really affect operations come a peak hour. The only way to improve this KPI is to ensure the majority of orders are ready to go on time, and treat delivery drivers well!

End to end times are the time it takes us to complete the processes of our service from start to beginning. The on-demand delivery market is focused on speed, the faster we can get our product from accepting it on our tablets and into the customers hands the better. 

Time really is money and often the key reason why a customer will choose one operator over another.

Reviewing the current systems in place and looking to shave time off in certain areas will help reduce this time and lead to more sales.