Monitoring Driver Performance Metrics
How to use AskBiz POS to track and evaluate driver performance — delivery success rates, on-time percentages, average delivery times, and customer satisfaction scores.
Key Takeaways
- The four key driver metrics are: Delivery Success Rate, On-Time Rate, Average Delivery Time, and Customer Satisfaction Score.
- Benchmarking drivers against each other and against the fleet average reveals your best performers and those who need support.
- Performance data should inform coaching conversations, not just management decisions — share it with drivers so they can improve.
Finding the driver performance report
Go to POS > Logistics > Reports > Driver Performance. Select a date range and use the Driver filter to view one driver or all drivers. The report table shows every driver with their key metrics for the period. At the top, fleet-level averages give you a benchmark: if the fleet average delivery success rate is 92%, a driver at 78% is significantly below average and needs attention; a driver at 97% is a model for others.
Delivery success rate
Success rate is the percentage of delivery attempts that resulted in a successful delivery on the first attempt. Formula: Successful Deliveries ÷ Total Attempts × 100. A healthy rate is typically 90–95% for consumer deliveries. Persistently low success rates for a specific driver might indicate route issues (incorrect address data they're not resolving), poor communication skills (not reaching customers effectively), or failure to follow delivery instructions. Review their failed delivery reasons to understand which category the failures fall into.
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Start for free →On-time delivery rate
On-time rate measures the percentage of deliveries completed within the promised time window (as set in your delivery slot or SLA configuration). Formula: Deliveries Within Window ÷ Total Deliveries × 100. Late deliveries frustrate customers and breach any SLAs you've agreed with B2B clients. Consistently late drivers may need route optimisation support, may be taking on too many parcels per run, or may need to start earlier. Check if the issue is specific zones (traffic bottlenecks) or consistent across all their routes.
Average delivery time
Average delivery time is measured from dispatch (driver picks up the parcel) to completion (delivery marked as done). This metric tells you how efficiently a driver moves through their run. Compare drivers on similar routes: if two drivers cover the same zone but one consistently averages 12 minutes per stop while another averages 22 minutes, investigate why. Common reasons: time spent searching for addresses, extended conversations with customers, or inefficient parking choices. Share the data with the slower driver and discuss specific improvements.
Customer satisfaction scores
If you've enabled post-delivery rating requests, customer satisfaction scores (1–5 stars) appear on each driver's performance report. A driver with consistently low ratings despite a good delivery success rate might have an attitude or communication issue — technically making deliveries but leaving customers unhappy. Use low satisfaction scores as the prompt for a coaching conversation, not an immediate disciplinary action. Ask the driver what challenges they face on their runs — often there's a structural issue (the rating prompt is confusing, or customers are rating the product quality not the delivery service).