Oct, 2017     

Delivery Performance Assessment of e-tailers in India


Our client one of the largest e-tailing players in India wanted to benchmark its delivery performance with its competitors. The client also wanted to understand the order to shipment and shipment to delivery times of players and the share of captive vs 3PL in the overall deliveries of the players. The client wanted to assess the promise dates vs compliance offered by the different players in the industry.

We created a mystery shopping setup and identified the order mix to be placed on the key players after discussion with our experts in the industry to understand the share of the various players. The key categories to be ordered were identified and the number of orders to be placed with each player was decided. We then identified the key metros, T1 and T2 cities in which the order is to be placed to ensure a proper mix of local zonal and national shipments. The team then identified 50+ pin codes and onboarded consumers from it to receive the delivered products. The mystery shopping team then placed 6000+ orders in one-quarter and tracked the delivery flow of the shipments.

The results helped the client benchmark its performance with competitors in terms of delivery times, 3PL vs captive share and promise dates vs compliance. The insights helped the client understand where the key players and the industry are moving forward in terms of shipment deliveries to optimize their supply chain performance better.


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