Retailers can’t scale cross-border without a small set of shared metrics and clear ownership. Good governance turns shipping from reactive firefighting into a managed system.
On-time delivery reliability (percentiles), delivery success rate, customs hold rate, scan completeness, WISMO contacts per order, returns rate, and total cost per shipment by lane.
Averages hide outliers. Percentiles show reliability: for example, how long 90% of parcels take. Reliability is what customers feel.
Monthly in steady state, weekly during peak, and ad hoc when there’s a disruption. The goal is a predictable cadence with clear action owners.
A single accountable owner (often Ops/Logistics) with shared input from Customer Service, E-commerce, and Finance. Cross-border is cross-functional.
Improve promise accuracy, tracking quality, and proactive comms, then use an exception queue to resolve holds quickly. Measure WISMO per order by destination.
Track margin after shipping, returns, claims, and support costs by destination. Rising refusal rates and high WISMO often signal hidden costs.
It’s a daily or weekly list of shipments that need intervention: customs holds, address issues, failed deliveries, and tracking gaps. It reduces delays and prevents complaints.
For each destination group: volume, cost per shipment, on-time reliability percentile, delivery success rate, customs holds, WISMO rate, returns rate, and refund rate.
Targets vary, but focus on improving delivery success and reducing exceptions month on month. Stable improvement is better than unrealistic fixed targets.
Each month, pick the worst lane or issue, fix the root cause (data, service mix, comms), measure the impact, then repeat. Small wins compound.
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© 2026 Asendia Management SAS
© 2025 Asendia Management SAS
