Order Accuracy
Also known as: Fulfillment Accuracy, Order Accuracy Rate, Perfect Order Rate
Definition
Order accuracy is the percentage of orders shipped without errors. It measures how often customers receive exactly what they ordered—the right items, in the right quantities, to the right address, in acceptable condition.
Calculating Order Accuracy
Order Accuracy = (Error-Free Orders ÷ Total Orders) × 100
Example:
- Total orders shipped: 10,000
- Orders with errors: 150
- Order accuracy = (9,850 ÷ 10,000) × 100 = 98.5%
What Counts as an Error
| Error Type | Example |
|---|---|
| Wrong item | Shipped blue shirt instead of red |
| Wrong quantity | Ordered 3, received 2 |
| Missing item | One item missing from multi-item order |
| Damaged item | Product arrived broken |
| Wrong address | Shipped to old address |
| Late shipment | Missed promised delivery date |
Industry Benchmarks
- Good: 97-98% accuracy
- Excellent: 99%+ accuracy
- World-class: 99.5%+ accuracy
Cost of Order Errors
Each error costs $10-30+ to resolve:
- Return shipping costs
- Replacement product and shipping
- Customer service time
- Potential lost customer (lifetime value)
Improving Order Accuracy
- Barcode scanning - Verify items at each step
- Pick-to-light systems - Guide pickers to correct locations
- Quality checkpoints - Inspect before packing
- Clear labeling - Reduce mispicks from similar products
- Staff training - Regular accuracy coaching
- Error tracking - Identify patterns and root causes
- Adequate staffing - Rushing causes mistakes
Perfect Order Metric
Some companies track “perfect orders” which require:
- Correct items and quantities
- On-time delivery
- No damage
- Accurate documentation
- Complete invoicing
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