Rate of Completion (ROC) measures the percentage of deliveries successfully finalized out of the total delivery attempts made. For instance, if a delivery service attempts 100 deliveries and completes 95 of them, the ROC is 95%. This metric provides a clear indication of delivery efficiency.
Monitoring ROC is crucial as it directly impacts customer satisfaction and operational costs. A high ROC suggests efficient logistics, accurate addressing, and reliable delivery personnel, fostering positive customer experiences and brand loyalty. Conversely, a low ROC can signal underlying issues such as inaccurate data, inefficient routing, or problems with the delivery process itself, leading to increased expenses and customer dissatisfaction. Historically, improvements in ROC have been linked to advancements in route optimization technology and enhanced driver training programs.