MetaPack and the IMRG (Interactive Media in Retail Group) have developed a Home Delivery Cost Calculator that will help you: Understand and identify consumer, retailer and carrier costs in order to minimise the cost of delivery failure for all parties Quantify the benefits of improved delivery success Serve as an industry benchmark to drive best practice Please complete all of the survey questions to receive an immediate report that can be printed. The model includes industry benchmark data. Overwrite any industry data where you have your own information or wish to create a "What-if" report. An IMRG white paper - "VALUING HOME DELIVERY - A COST-BENEFIT ANALYSIS' which sets out to clarify the issues for the three key stakeholders - CONSUMERS, RETAILERS and CARRIERS - is available as a free-of-charge download here: www.imrg.org

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

1. Carrier delivery performance
a. What is your overall carrier on time delivery rate excluding carding?		% parcels delivered on time (excl carded) overall
b. What is your overall carrier carded delivery rate?		% parcels that were carded overall
c. What is your proportion of parcels that have an address query (misroutes)?		% parcels with an address query
d. What is your proportion of parcels that are damaged/lost resulting in a Return to Sender (RTS)?		% parcels damaged or lost
e. What is your proportion of parcels that are undeliverable resulting in a Return to Sender (RTS)?		% parcels undeliverable
Total		%
f. For lost/damaged/returned parcels what is your average cost of stock replacement/value loss or cost of repairs?		£ value loss/ costs per return

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

2. Retailer customer service costs
a. What is your total number of WISMO (Where IS My Order) calls received per annum?		#WISMO calls per annum
b. What is your average length of a WISMO call (minutes)?		#minutes per WISMO call
c. What is your cost of a call-centre call per minute?		£call centre cost per minute
d. What is your level of customer defection due to delivery problems?*		%customer defection
e. What is your cost of additional charges that may occur per failed/late delivery e.g. escalating complaints, handling claims, recalculating/re-issuing invoices?
*proportion of customers who do not repeat their purchase

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

3. Retailer benefits
a. What is your average order value?		£order value

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

4. Scale of operation
a. What is your total number of orders p. a.?		#orders per annum
b. What is your total number of parcels despatched per annum?		#parcels per annum
c. What is your total number of deliveries per annum?		#deliveries per annum

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

5. Cost per parcel
a. What is your average outbound cost per parcel?		£cost per parcel (overall)
b. What is your cost per returned parcel?		£cost per return (overall)
c. What is your cost of redelivery (if charged)?		Cost per parcel

Overwrite any industry data where you have your own information or wish to create a "What-if" report.

6. Number of carriers used
a. How many carriers do you use?

Summary of key data
Number of carded parcels p.a.
Number of misrouted (address query) parcels p.a.
Number of RTS p.a.
Subtotal.
Hidden Delivery Costs
Cost of redelivery p.a.
Cost of RTS p.a.
Cost of stock replacement/loss of value p.a.
Call centre costs p.a.
Additional charges
Subtotal.
Retailer Total Cost to Serve
Hidden Delivery Cost
Delivery Cost *¹
Subtotal.
Hidden Delivery Cost/Delivery Cost (%)
Lost Sales Revenue
Consumer Costs *²
Total Cost to Serve
Total Cost to Serve/Delivery cost (%)
Environmental costs
Tonnes of CO2
Number of trees to plant in order to neutralise CO2
*1 Apparent cost based on parcel rate *2 Consumer time set at £12/hour

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