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.
Key takeaways
What the survey shows, and what we can learn from it
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.
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
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:
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.
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:
