Ep 319: External measurement for postal and parcel delivery

Margaret Persico, Senior Director of Postal and Logistics Unit at Kantar, and Will Simpson, Client Director at Kantar's Postal and Logistics Unit, discuss what external measurement means for postal, parcel, regulators, and e-commerce players: Transformation of postal operators Changes in capturing and reporting transit measurements Accurate real-time results powering improved reporting Transition from letters to parcels and impact on USO and regulation Complex delivery requirements need better data and measurement Consumer expectations on speed and reliability of letters and parcels The risks of poor customer experience in the last mile Competing on quality of delivery, and how data powers that Benchmarking against other delivery competitors Using measurement to evaluate the impact of operational changes Driving efficiency through external measurement What is important to measure? Why isn't looking at scanning data enough? Kantar's sample-based approach, including panels and tracking items Real-time data capture and speed of reporting Identifying under-performing parts of the delivery network Simple and clear metrics on items travelling through delivery network Identifying cause of delays and bottlenecks Future of measurement, including regulation, customer expectations, and use cases for measurement Monitoring call centre customer support Using data to have a comprehensive view of delivery performance