Peter Bain
Bungii | Head of Partner Growth
Every large delivery network runs into the same issue sooner or later. The data doesn’t line up. One region says a job was on time when the order was picked up. Another says it only counts once the customer signs. Some track reschedules. Others don’t.
That might sound small, but it adds up fast. When you’ve got hundreds of stores, multiple carrier partners, and a few different systems, you end up with reports that don’t match and performance that’s hard to compare.
I’ve seen this across some of the biggest national brands. Everyone wants to be “data-driven,” but the difference between talking about it and actually doing it usually comes down to one thing: consistency.
Why inconsistent KPI definitions break visibility
When every store, region, or carrier defines KPIs differently, there isn’t a single source of truth. You can’t compare results, and you can’t hold anyone accountable.
At one account, each store sets their own delivery pricing and their own definition of “on time.” Corporate reports would show gaps that couldn’t be explained. Stores blamed carriers. Carriers blamed stores. Everyone had their own version of the story.
The bigger problem is that it erodes trust in the data. Once people stop believing the numbers, they start operating on gut instinct. That’s when small issues, like a slight uptick in reschedule rate or a dip in on-time performance, get ignored until they turn into margin leaks.
Without a shared language for performance, every meeting turns into translation work. Teams spend more time debating how something was measured than what to do about it. And when the data isn’t comparable, even good decisions get delayed or dismissed because no one’s sure if they’re looking at the right version.
That kind of fragmentation makes it hard to tell what’s working and what’s not. Leadership ends up reacting to noise instead of trends. It’s impossible to improve what you can’t measure the same way across the board.
How standardized last-mile KPIs improve performance
When brands finally align on shared KPIs, everything starts to run smoother. The best operators don’t overcomplicate it. They focus on a few clear metrics that actually reflect the customer experience.
Start with the customer.
Everything ties back to them. Customer satisfaction score (CSAT) or Net Promoter Score (NPS) is a strong anchor because it connects every team (carrier, store, and corporate) to the same outcome. When everyone is focused on improving the same customer rating, alignment happens naturally.
Define clear ownership.
Each part of the network should know exactly what it’s responsible for.
- Carriers are measured on on-time pickup, on-time delivery, and customer satisfaction.
- Stores are measured on driver wait time, order readiness, and customer satisfaction too.
This makes accountability clear. Stores understand what’s expected of them, carriers know how they’re being evaluated, and everyone shares the same definition of success.
Keep delivery lanes defined.
Spell out exactly what each delivery type includes so pricing, routing, and reporting stay consistent. Define weight, dimensional, and mileage limits for each service level expectation and the performance metrics expected for each one.
Once those definitions are standardized, the rest of the system falls into place. Visibility improves, reports stay consistent, and teams can focus on performance instead of debating data.
Finding the right balance between accuracy and simplicity
The best brands don’t measure everything. They measure what matters. Timing, accuracy, and customer satisfaction tell you more about network health than a spreadsheet full of extra metrics ever will.
If a data point doesn’t help you make a decision next week, drop it. The goal isn’t to collect more data. It’s to collect the right data in a way that’s easy to use. Simple, consistent tracking beats complex dashboards that no one trusts.
How to standardize delivery KPIs across markets
If your reporting feels inconsistent, start by tightening the basics.
1. Audit what’s being tracked.
Map out how every carrier defines and measures its core KPIs. You’ll see right away where the gaps and contradictions are.
2. Choose one version of truth.
Pick definitions that reflect the customer experience and make them the standard across the network.
3. Make performance visible.
Use shared dashboards and a consistent reporting cadence so everyone’s looking at the same data.
4. Hold teams accountable.
When stores, carriers, and corporate teams are aligned on expectations, it becomes clear where breakdowns happen and how to fix them fast.
Why KPI alignment drives better delivery performance
When KPI definitions are consistent, everything else tightens up. Stores know how they’re being measured. Carriers know what they’re accountable for. Leadership can finally compare performance across markets without second-guessing the data.
Alignment also changes the conversation. Teams stop debating reports and start solving problems. Reviews get faster, decisions get clearer, and wins are easier to repeat.
That clarity builds trust in the numbers and a focus on the work. It’s not flashy, but it’s what separates teams that talk about being data-driven from the ones that actually operate that way.
