Last-Mile Delivery Intelligence & Customer Experience

BrightCart Fulfillment Co. • 62K shipments/month • Goal: WISMO <30 per 1K shipments

First-Attempt Delivery Rate
87.8%
+2.1% vs last month
WISMO Contact Rate
38/1K
+7 from target
Delivery Window Accuracy
82.4%
+3.2%
Avg OFD Lag
4.2h
-0.8h
Exception Rate
8.9%
+1.3%
Avg Post-Delivery NPS
59
-2 pts

WISMO Contact Rate & First-Attempt Delivery Rate — 12 Weeks

Week 5 notification outage triggered WISMO spike to 67/1K. Recovery ongoing.

Carrier Performance

USPS shows lowest FADR and NPS; OnTrac improving.

Exception Causes

Address issues dominate; access problems high in urban clusters.

Top 5 At-Risk Zip Clusters — First-Attempt Failure Zones

Zip Cluster City FADR NPS WISMO Rate Redel. Cost Top Exception Risk
30318 Atlanta, GA 74.1% 31 89/1K $8.20 Access Issue CRITICAL
10456 Bronx, NY 79.3% 42 76/1K $7.90 No Safe Location HIGH
94102 San Francisco, CA 81.2% 48 64/1K $7.50 Address Incomplete HIGH
60622 Chicago, IL 83.7% 51 58/1K $6.80 Recipient Unavailable MEDIUM
33139 Miami Beach, FL 84.9% 53 52/1K $6.40 Access Issue MEDIUM
30318 requires immediate intervention: pilot SafeSpot lockers or concierge partnerships.

Proactive Notification Coverage

Order Confirmation 98.2%
Shipped Alert 96.8%
Out for Delivery 91.4%
Delivered 89.1%
Exception Alert 67.3%
Exception alerts lag; target 90%+.

Redelivery Cost by Zone Density

Low-density zones cost 2.4× more per redelivery.

Delivery Density Score

8.7
stops/route-hour
+0.9 from last quarter
Urban 11.2
Suburban 7.8
Rural 4.3

Customer-Reported vs. Carrier-Reported Issues

12% gap in week 5 highlights detection blind spots during outage.

Key Insights

Zip 30318 Critical
74.1% FADR, NPS 31. Access issues + high-rise building gaps. Pilot SafeSpot lockers.
USPS Underperformance
83.1% FADR, NPS 48. Never recovered post-outage. Consider reducing USPS allocation in favor of UPS/OnTrac.
Exception Alerts at 67%
Target 90%+ coverage. Automate exception webhooks to SMS/email within 15 min of scan.
Route Density Improving
+0.9 stops/hour YoY. Continue investing in batching algorithms for urban zones.

Post-Delivery NPS by Carrier — 12 Weeks

UPS maintains highest NPS; USPS declining trend post-outage.

OFD Lag Distribution

68% of shipments delivered within 4h of OFD scan; long tail above 8h needs attention.

Action Plan — Next 30 Days

1
Launch SafeSpot pilot in 30318
Partner with building mgmt for secure locker access.
2
Automate exception alerts
Webhook → SMS within 15 min; target 90% coverage.
3
Reduce USPS allocation
Shift 15% volume to UPS/OnTrac in top-5 at-risk zips.
4
Address validation audit
Run USPS API validation on all orders; flag incomplete addresses pre-ship.
5
Weekly WISMO review
Track to <30/1K by end of Q2; celebrate wins.