Gartner Research

Sharpen Your Logistics and Customer Service Metrics to Keep Them Relevant and Meaningful

Published: 28 June 2016

ID: G00302214

Analyst(s): Lisa Callinan, Greg Aimi

Summary

There is increasing demand for metrics that demonstrate relevance and value within organizations and for customers. Logistics and customer service leaders can use this research to review their scorecards in a pragmatic way, develop more meaningful metrics or improve the metrics they already have.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Take Your Current Set of Logistics and Customer Service Metrics and Refine Them, Focusing on Those That Are Most Relevant for Driving Customer Value
  • Establish Clear and Consistent Definitions Using Meaningful Language That Will Make Sense for Associates and Help Them Understand the "Why" Behind the Measure
  • Examine the Interdependencies Between Metrics to Ensure the Right Connections Are Being Made Between Logistics and Happy Customers

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