An initiative of Körber

Supply Chain Benchmarking

End Customer Experience

Creating great customer experiences through flawless order fulfillment

Create great customer experiences through flawless order fulfillment

Supply chain performance builds customer satisfaction

Consumer preferences are becoming more complex and personalized, e-commerce continues to grow, and delivery windows are shorter than ever. Even years after Amazon introduced its popular two-day free shipping through Prime, supply chains are challenged to keep up.

They also have to process an exponentially growing number of orders, while inventories become more complex and return rates continue to increase.

Yet, a superior customer experience is increasingly important for business success and often for survival. To succeed, businesses have to address the resulting challenges.

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Key takeaways

What the survey shows, and what we can learn from it

28% of organizations scored as leaders

Only 28% of organizations scored as leaders

The survey results clearly reflect the challenges of creating a great customer experience – it is among the areas in which respondents ranked the lowest.

88% of leaders say they can process orders through their warehouse in four hours or less

of leaders say they can process orders through their warehouse in four hours or less

Speedy delivery is a key to customer satisfaction – leaders have a clear focus on getting orders to customers as fast as possible

x% of respondents’ customers are overall satisfied with returns processes

73% of respondents’ customers are satisfied overall with returns processes

Returns handling can be a competitive advantage in ecommerce, and leaders are well ahead, with 98% satisfied or very satisfied

Getting started

Efficient, accurate order fulfillment is the key ingredient to creating positive customer experiences, driving repeat purchases and building customer loyalty. A variety of supply chain technologies can help you get there:

Warehouses need to drive throughput to handle increasing order volumes, while maintaining order accuracy as the number of SKUs keep growing. Warehouse management systems (WMMS) provide the required inventory transparency, handle multiple order types such as online or multichannel shopping, and support the short order cycle times required for speedy fulfillment.

Besides price, the top three factors valued most by consumers are shipping cost, delivery date and the quality of the delivery. Transportation Management Systems (TMS) plan and manage multiple shipping options with varying cost and duration, while proof of delivery (POD) solutions track progress of shipments and keep customers informed about the delivery status.

In today’s complex distribution networks, planning order fulfillment manually or with isolated solutions has become complex and challenging. A central order management system (OMS) works at the network level to select the best locations for filling orders, as well as the best transportation routes and shipping options, and ensures accurate, timely, and cost-effective order fulfillment.

In today’s ecommerce economy, return rates are constantly growing. Supply chain technology can help manage reverse logistics more effectively. WMS can support workflows for processing returned goods back into inventory, while AMR and voice can support their movement around the warehouse and physical handling.

How does your supply chain measure up?

Take this rapid self-assessment: gain instant insights and start determining priorities.

Our self-assessment takes just a minute to complete. It will help you determine how your supply chain performs and how it compares against other organizations. It also recommends which areas to focus on first.

Take the assessment

Take the assessment

About the supply chain benchmarking report

In late 2021, Körber Supply Chain commissioned international strategy consultancy Roland Berger to survey supply chain professionals across North America and Europe. Its goal was to benchmark the progress that companies are making against the six complexity factors. Based on their survey responses, respondents were grouped into four maturity levels:

About the report