Measuring the right KPIs to ensure the success of your deliveries is a must for any online business. Envoi Québec guides you through the best practices to adopt.
Envoi Québec is an online platform designed to help retailers manage and optimize parcel delivery. Launched in 2020 by the CQCD in collaboration with Machool, the Envoi Québec initiative seeks to support Quebec merchants by offering them a range of logistics solutions and discounted delivery rates.
Home delivery is well anchored in Quebec’s consumer habits. Based on data from the Baromètre CQCD sur la livraison (2024), 19% 1 of the province’s consumers intend to increase the number of purchases made online.
The success of a shipping strategy depends on a number of factors, but it’s essential to evaluate the right metrics to guarantee the performance of your deliveries as well as an optimal customer experience. But for a retailer already juggling multiple challenges, determining which metrics to analyze may appear to be a complex task. Each industry and business model has its own logistical requirements and customer expectations, so choosing the right metrics is a crucial task from a strategic point of view.
Discover the key performance indicators you must track to measure the success of your shipping strategy.
Shipping rates can have a significant influence on a customer’s online purchasing decision. Understanding your customers’ expectations in terms of price, quality of service and delivery times is therefore essential when selecting the carriers best suited to your business’ reality and your customers’. A well thought-out shipping strategy can not only improve your conversion rate, but also strengthen customer loyalty. Experiment with different scenarios:
With Envoi Québec, you have access to an online platform that centralizes competitively priced services of over 20 carriers, allowing you to compare different rates in just a few clicks and choose the best options for your e-commerce’s needs.
Shipping times and on-time delivery are crucial elements that have a significant impact on customer satisfaction in the online retail sector. 31% of Quebecers expect to receive their purchase within 2 days, 48% expect it to be delivered within 3 to 5 days (Baromètre CQCD sur la livraison, 2024). These high expectations in terms of delivery speed need to be taken into account when setting up your shipping strategy. Depending on your customers’ needs, you might consider offering a variety of different delivery time options. For example, offer a standard shipping option (5 days or more) as well as a express shipping option. Test these options at different rates and adjust your shipping strategy accordingly.
Also make sure that delivery times are respected to avoid customer dissatisfaction. For all your shipments, compare the actual delivery date with the estimated delivery date to calculate the number of on-time deliveries versus the total number of shipments (over a given period of time). Shipping delays, however slight they may be, could have a negative impact on a customer’s perception of your brand. So it is important to ensure that the services offered by your carrier partners are aligned with both your business’ needs and your customers’ expectations.
Does your online business have a high delivery success rate? That’s great news! This means that your orders are being delivered safely and efficiently, avoiding a high number of delivery incidents (lost packages, stolen parcels, incorrect destination addresses, delivery refusals, etc.).
This performance indicator highlights the fluidity of your deliveries and the efficiency of the carriers you work with. If your delivery success rate is low, this may indicate that there are problems either with your order management or with the quality of your logistics partners’ shipping services. So it’s important to identify the issues negatively impacting your delivery success rate, and make the necessary adjustments to reduce the number of unsuccessful deliveries.
This indicator quantifies the number of complaints relating to loss, damage or error that have occurred during delivery. By tracking this indicator, you can identify areas requiring immediate intervention to limit customer frustration.
A steady decline in this key performance indicator is another good indicator of the efficiency of your logistics operations and claims management, as well as of the quality of the shipping services offered by your partner carriers.
Although 48% of Quebec consumers rarely return their online purchases, approximately one third do so occasionally (28%) or regularly (7%) (Baromètre CQCD sur la livraison, 2024). An effective returns management strategy can therefore play a major role in improving customer satisfaction, optimizing the online customer experience and building customer loyalty.
By identifying the main reasons why your customers return their orders or request a refund, you can gain a better understanding of the root cause of the problem and subsequently improve your business processes and eliminate any sources of frustration. This involves first gathering data relating to the reasons behind returns and customer feedback, and then identifying recurring patterns in order to find a solution that will reduce your return rate.
Why do your customers return their purchase? And above all, how can you solve these problems? Here are two concrete examples:
By reducing your return rate, you can increase customer satisfaction and maximize sales. The key lies in your efforts to properly analyze your data in order to better understand the sources of your customers’ dissatisfaction.
Envoi Québec offers you a wide range of key features to help you optimize your shipping management and logistics processes.
With Envoi Québec, you instantly have access to detailed data regarding your shipments. Performance indicators are clearly presented, facilitating rapid decision-making to improve your business logistics.
In an industry where the cost of shipping can be a financial burden for Quebec SMEs, and where customer expectations for fast delivery are high, effective shipping management saves you time and money, while ensuring greater customer satisfaction. Fewer returns, minimized losses and increased customer loyalty are vital to remain competitive.
Gathering information manually from different carriers is a time-consuming and inefficient process. With Envoi Québec, all relevant shipment data is gathered in one place, allowing you to make faster, more informed strategic decisions.
Envoi Québec doesn’t simply offer affordable shipping rates: it’s a true strategic asset to help you improve your shipping management and boost customer satisfaction.
Optimized shipping is not just a question of speed or cost. A well thought-out shipping strategy tailored to your customer needs will have a positive impact on your brand’s reputation and your company’s overall image.
By adopting a proactive approach and leveraging high-performance tools like Envoi Québec, you can transform your logistics challenges into real competitive advantages that will ensure your long-term growth.
A shipping platform designed to help retail businesses manage and optimize parcel delivery.
Start shipping with Envoi Québec today and get a 20% discount* on your first shipment! Click here to sign up.
*Offer valid for an indefinite period. The discount is applied automatically and will be reflected on your invoice.