Close a delivery promise gap in Kochi

The decision

A courier promises next-day delivery. In 1,500 shipments, 180 arrive late and 120 of the late shipments are concentrated in four postcodes. Customer service sends inconsistent updates.

What should change for customers now and for future shipments?

Worked solution

Reveal the visual and solution

1. Separate the communication gap from operational failures. Estimate the late rate within those postcodes using all shipments there, not 1,500 as the denominator.
2. Notify affected customers with accurate tracking and remedies under the service policy. Assign one owner and confirm resolution.
3. Reset the promise for routes without next-day capacity. For feasible routes, fix dispatch cutoffs and monitor promised-versus-actual service and repeat shipments.

Review the marketing concepts

• Service Gaps Model
• Service Recovery Frameworks