One page, every week. Each number with its denominator, split by the lane where it’s worst, and one quarterly line that says what failures cost in repeat orders.
Delivery usually shows up in the weekly meeting as shipping cost per order, and support as response time. Neither says whether the business kept its promises. This page does.
| Number | Defined as | What it catches |
|---|---|---|
| Perfect-order rate | Orders with no failure, over orders delivered | The headline |
| Failure index | Points per 1,000 orders, top two sources, worst lane | Which failure to fix first |
| On time against the date shown | Delivered by the checkout date, by region | Promises the lane can’t keep |
| Ship on time | With the carrier by the promised ship date | Warehouse delays, early |
| Order-to-door days | Median and 90th percentile, by region | A lengthening tail |
| Told first | Delayed orders notified before any contact | Delay triggers that stopped firing |
| Contacts per order | Total, and for each of the top five reasons | A new reason appearing, a fix that didn’t hold |
| Repeat contact rate | Same-order contacts within 7 days | Effort: answers that didn’t resolve |
| Delivery check “no” rate | “No” answers to the delivery check | Damage and errors customers didn’t report |
| Recovery spend | Remedies and budget use per failure | Drift in what failures cost to fix |
| Repurchase after failure (quarterly) | 12-month repeat rate by failure type, against no failure | What each failure costs in the orders that follow |
A number without its denominator is a mood, and an average without its worst lane is an alibi.
First, every rate shows its worst lane beside it: the carrier, region or product where it’s worst. Customers on that lane don’t experience the average. Second, watch the “told first” line. A delay trigger that fires zero times in a week isn’t a good week; it’s usually a broken integration.
If the perfect-order rate improves while the index worsens, fewer orders fail but those that do fail worse. Contacts lag failures by about a week. When you change something, write the date on the page.
This is one chapter of The Kept Promise, which is free and readable in full on a single page with no form in front of it.