Define events before the dashboard
A metric summarizes an outcome but depends on consistent records. GS1 distinguishes tracking events from the data describing them. Agree on the meaning of dispatched, attempted, delivered and closed. Use a stable identifier and separate event time from synchronization time. The definitions here are suggested management measures, not mandatory standards: adapt them to service agreements and document changes to preserve useful comparisons.
Reference: GS1 — Traceability ↗
First-attempt success and punctuality
First-attempt success divides orders delivered on the first visit by orders receiving a first attempt, multiplied by 100. For punctuality, select orders due in the period and divide those delivered within their promised window by all orders in that group. Include outstanding orders already overdue. Counting only deliveries can hide delays. Illustrative example: 85 successful first attempts out of 100 orders equal 85%; later deliveries do not change that result.
Cost and complaints with consistent scope
Average cost divides allocated operating costs by successful deliveries of the same scope and period. Complaints per 100 orders divide orders with complaints by orders in the observed group, multiplied by 100. Count affected orders, not messages: ten messages in one conversation are not ten complaints. Define a complaint window and review the measure when it closes. Compare equivalent areas and services before deciding whether performance improved.
Resolution time and decisions
Measure from an exception opening to confirmed resolution. Review the median of resolved cases and the age of those still open: a closed-case average can hide the oldest problem. Bring the team together with these five measures and choose one weekly action. Review its impact on cost and experience; an improvement should explain what changed for your customer, not merely turn a dashboard green.
