KPI Reporting

09 Jan

Why is measuring KPIs important for your company

To understand just how your business is performing, you have to know more than just how many products you’re selling. You must have an honest and effective method of measuring key performance indicators (KPIs) and subsequently analysing this information to get a wider view of your business’ success.

Whilst the bottom-line is sales figures, looking solely at the end of the purchase funnel is a dangerous approach that could see those very sales, start to dry up. Alongside the many aspects of business management, there are numerous KPIs to focus on to make a long-term success of your order fulfilment operation.

When looking at fulfilment exclusively, these KPI metrics can be boiled down across the following areas:

The Customer KPI & Order Cycle Process KPI

Specifically, The Customer KPI should be focused around the customer’s order to shipped timings. That is to say the percentage of orders that were shipped on (or before) the requested shipping date. This KPI will show just how effective your shipping process is and where, if found, any improvements can be made across the picking and packing times. In failing to set a desired KPI goal for this process, businesses run a very real risk of a decline in both standards and customer satisfaction.

Secondly, is The Order-Cycle Process KPI or, the time it takes from purchase for the customer to receive the physical product. As before this KPI explores the customer relationship to your internal processes but looks at the time taken from the order being placed to it being received on the doorstop. Similar to the above point this will take into account the effectiveness of your warehouse but also the elements not directly in your control, such as courier partners and invoicing. In essence if your order cycle times are declining, so too is the mood of the customer.

The Process KPI

There are any number of possible KPIs that could fall into this grouping depending on the level of detail one wishes to go into (the more the merrier). Important to consider as a wider group revolve around two specific accuracy KPIs which I’ve dubbed: The Flawless KPI & The Precision KPI. With any number of possible metrics, The Flawless KPI looks into the handling skill of your warehouse staff in moving products without damage or loss and ensuring orders arrive on time, undamaged and with the associated correct invoicing information all intact. The Precision KPI however, looks simply at the accuracy of your order-picking process and returns a percentage showing the number of picked correctly ahead of shipping.

With both these process KPIs a mindful take is taken again, against customer satisfaction. Receiving a slightly damaged product is one thing, but the wrong product entirely is completely unacceptable. In either case if these figures drop below you desired KPIs then it could be time to review the process from top-to-toe surrounding staffing or even your inventory management processes.

As mentioned, there are other KPIs to consider such as Order Pick Rates; Product Restocking; actual Accuracy in the Delivery (correct address) and with these or indeed any Process KPIs if you do, you can and indeed should be assigning a desired KPI goal towards the activity.

The Engine-Room KPIs

Throughout this post we’ve looked at the key performance indicators around put loosely your order fulfilment operation and whilst key to your overall success I’ve left what I’ve dubbed 'The Engine-Room KPI' until last. The engine-room is your warehouse, the home of the order fulfilment process, without which none of the above would be possible and so it requires a few words of its own. Looking at KPIs for this area and there are perhaps only two main considerations; The Goods-In KPI & The Inventory KPI.

In the case of the former, this is about the speed of product being taken in and how it is subsequently held. Receiving stock thus, is the fuel to the engine, without it you won’t go anywhere, so accurately recording its receipt and storage safely is of the utmost importance. A KPI here could revolve around speed of stock orders being received from purchase, or the time taken from delivery to storage.

From the Goods-In KPI comes the accurate recording of stock, or inventory management if you will. Ensuring the inventory is booked-in and your warehouse management system (WMS) updated enables the sales process to continue. Failing to do this often leads to shortfalls in stock, the dreaded “out of stock” message and unnecessary re-ordering of product, leading to higher overall costs. An inventory KPI thus, could be a physical stock check scheduled accordingly and measured against what the WMS is displaying.

However, you choose to label your KPIs its essential the process start immediately, the result will be a more efficient environment, a possible uplift in cost management and most importantly more satisfied customers. You must pick the KPIs that will benefit your business’ performance the most. Even if you find you are hitting these targets regularly, keeping an eye on them will ensure your business remains at its peak and importantly, in the black.

To learn more about the KPI metrics we use at Mosaic Fulfilment Solutions and for more information about how our order fulfilment services could work for you contact us today.

Download Our Guide

Form not found or is not published

Powered by ChronoForms -

Download Our Checklist

Form not found or is not published

Powered by ChronoForms -

MiWorld for eCommerce

Mosaic MiWorld Fulfilment


MiWorld for Charities

Mosaic MiWorld Response



If it moves fast, we’ll fulfil it and fast. Our pick accuracy rate is 99.99% and same-day dispatch rate 99.99% . From alcohol to vitamins to zen yoga products, we cover the whole alphabet of fast-moving consumer goods, delighting your customers as well as your accountants.

Vitamins, Health & Nutrition

From chewable gummies to protein powders, CBD oils and nutritional supplements , we’ll help you keep your customers topped up on their important nutrients. We are organically certified with extensive experience of handling vitamin products. We operate strict FIFO and batch control, allowing you to track and control your stock.

Shelf-stable food & drink

We fulfil a diverse range of food and drink consumables from our clean, ambient distribution centre for several prestige clients, some of whom have Fairtrade and Organic Certification. From teabags, filter coffee and snack bars to wholefood crisps, organic chocolate and mineral water, we understand how important it is to protect these goods, and we handle them with kid gloves so that they arrive in perfect condition. We specialise in handling glass items such as coffee jars and sets of jam too, using specialist packaging which ensures their safe arrival.

Hair & beauty

We understand that hair and beauty products are personal for your customers, and that they want their orders to arrive as quickly as possible and in pristine condition. We can personalise your product with our in-house personalised print-on-demand service or use bespoke packaging which is on brand for you. We have extensive experience of handling hair products and organic hair products including premium shampoos, conditioners, serums – also luxe styling tools. We also fulfil orders for many cosmetics, beauty and perfume brands.


Socks, underpants, sandals, shoes, gloves, athletic clothes, streetwear, hoodies, t-shirts – if your clients wear it we’ll fulfil it! We have extensive experience in this field, including specialist fulfilment for prestige sports teams. We even handle orders for pet clothing!

Stationery, Books & Cards

We know that your stationery and card orders need to arrive on time and in perfect condition – our clean distribution centre and immaculate packaging ensures just that. We fulfil stationery orders for over 50 clients, from gift packs, to posters, to pens, books, pamphlets and birthday cards. We even ship Bibles for prestigious clients.

Gifts & luxury products

Fulfilling gifting and luxury orders are our speciality. We understand how important these orders are for your customers, and so we ensure perfect packaging and quick delivery. We’ll collate kits for you, if needed, and we can use your branded packaging. We can even make it personal with our (in house) personalised print-on-demand service.

Pet products

From pet beds to harnesses, from everyday pet food to specialist worming tablets, we have handled it all. We can even fulfil orders for pet clothing!

Home accessories & small electronics

From mugs, teapots and room diffusers, to headsets, phone charging cables and specialist devices, we can help your home accessories and electronic online business grow. We also handle electronic games and specialist hearing protection devices.

Garden products

We’ll handle your orders for garden accessories and equipment, including garden ornaments, tools, accessories, floristry supplies - we’ll even handle your bulbs, seeds and garden gift sets. We can even collate bespoke garden subscription gift sets for you.

Personalised subscription boxes

We have seen massive growth in the popularity of subscription boxes in our clients’ online businesses. We collate and fulfil subscription boxes for several clients of all sizes, using highly branded packaging. We can even personalise orders thanks to our in house print-on-demand service.

Charity trading & virtual gifts

We are charity experts here at Mosaic and we fulfil orders for over 50 well known UK charities. We meet and surpass strict compliance requirements rightly demanded by our charity clients, including handling organic, vegan and Fairtrade products.


We are licenced to store and fulfil orders for alcohol products here at Mosaic, and we have done so for several significant clients for many years. We specialise in fulfilling alcohol subscription orders, and we’ll collate the bespoke kits for you if you like.

Toys, games & sports

We can’t tell you how many orders for toys, games and sports we’ve fulfilled over the past 13 years or so! One of our longest-standing clients is a toy company specialising in educational toys. So we know how important it is for these orders to arrive in time for someone’s birthday or Christmas. Our client list also includes several games, games equipment and electronic games companies. And sports – we have fulfilled orders for clients at the very top of their game!

Organic, vegan & fairtrade products

We are passionate about ensuring that our business is as sustainable as possible. We are certified by the Soil Association and we have FSC accreditation. We fulfil orders for many vegan, Fairtrade and organic clients, with years of experience in this area. Have a look at our sustainability policy too.

Advanced Warehouse Management System

Our Advanced Warehouse Management System ensures real-time view of every operation, including stock levels, incoming deliveries, outstanding purchase orders, allocations and despatch. Our Warehouse Automation processes increase efficiency, shrink labour costs and accelerate fulfilment.

We give you end-to-end traceability and visibility:
  • Third-party logistics customer details
  • Delivery method selection
  • Current stock levels of products available
  • Purchase order imports
  • Existing order history
  • Order tracking

Data is automatically updated and adjusted, ensuring fastest customer enquiry response and enhancing customer experience.

Our 3PL Portal
  • Fully integrated with our warehouse management software and management system, OrderWise
  • Specifically set up so you can log in, view your stock levels within our warehouse, book deliveries, place and import orders
  • You have complete control over your deliveries and bookings
  • Direct booking of deliveries, access to the goods inwards calendar
  • Automated delivery and stock updates, advanced shipping notes and stock reports
  • The 3PL Portal eradicates the need for time-consuming ordering methods like spreadsheets, as well as emails and phone calls going back and forth
  • Everything you may need to know is accessible within the portal

Video coming soon!

Medical Products & CBD Fulfilment

Our Soil Association-certified organic distribution centre has capability and experience in fulfilling medical grade products including pharmaceuticals, medical devices and PPE(personal protective equipment). Our processes include strict batch and temperature control to ensure that your compliance and regulatory requirements are met and exceeded. Our cloud-based software ensures total visibility, control and tracking around your Best Before (BBE) End dates, barcodes and serial numbers, so that your stock can be monitored and managed with total accuracy.

We recognise that this is a specialist area and we can (and do) build bespoke solutions around our clients’ specific needs. We would be pleased to discuss how we can help you in further detail. We can also handle the rapidly growing CBD fulfilment sector, whether this is in the form of gummies, tablets, creams, ointments or oils.