7 Shipment Tracking Metrics Every eCommerce Manager Should Monitor

Why Metrics Matter

Shipping is not a black box. Every carrier scan produces data that, when aggregated, reveals patterns — peak delay times, carrier reliability, geographic problem zones. Most merchants ignore this data. The ones who track it gain a genuine competitive edge.

The 7 Metrics

1. On-Time Delivery Rate (OTDR)

Percentage of shipments delivered by the estimated delivery date. Below 90% usually signals a carrier or fulfillment problem.

2. Average Transit Time

How long it actually takes from ship date to delivery. Compare this against your promised delivery window in your checkout.

3. Exception Rate

Percentage of shipments that hit a delivery exception (failed attempt, address issue, customs hold). High rates often indicate address quality or packaging problems.

4. Carrier Performance by Route

Break down OTDR per carrier per origin-destination lane. A carrier may be excellent domestically but poor for international shipments.

5. First Attempt Delivery Rate

How often the carrier delivers on the first try. Low rates drive customer complaints and re-delivery costs.

6. Customer Notification Open Rate

If you send tracking emails, what percentage do customers open? Low rates suggest your subject lines or sender name need work.

7. WISMO Rate

Support tickets asking "Where Is My Order?" as a percentage of total orders shipped. The master metric for post-purchase experience quality.

Where to See These in TrackLogy

All seven are visible in Reports → Shipment Reports. You can filter by date, carrier, store, and status. Export to CSV for deeper analysis in Excel or Google Sheets.