10 Holiday Delivery KPIs to Start Tracking Now

That sales spike will generate a serious volume of toys, electronics and last-minute gifts moving through delivery networks.

Bain & Company tackled the seasonal numbers from a different angle and says U.S. holiday sales will top $1 trillion for the first time ever this year. Non-store sales will grow at 9%, versus 2.5% for in-store sales.

These early forecasts offer encouraging news for retailers heading into the year’s biggest selling season. They also up the ante for retailers: More online shopping means more items in the system, more customers tracking every step of the delivery and more data to capture now and use later.

One late or damaged item can cost you the next order

The survey results are in, and delivery performance counts when it comes time to reorder from the same retailer. The latest Roadie “Customer Loyalty Survey Report” found that 85% consider on-time arrival within the expected window extremely or very influential to their delivery experience.

Item condition also matters, with 85% saying the condition an item arrives in strongly influences their delivery experience. That’s a lot of customer trust riding on your choice of delivery partner.

The stakes are even higher during the holidays, when “arriving tomorrow” is little comfort to someone heading empty-handed to a white elephant office party in a few hours. “Consumers don’t see the retailer’s delivery network as separate pieces,” says Roadie Chief Operating Officer Dennis Moon. “The delivery promise, how the retailer communicates, interactions with the driver and the condition of the item when it arrives are all one experience.”

The Roadie survey also found that 57% of shoppers would stop ordering from a retailer after two to four bad delivery experiences, while 7% would call it quits after just one. The bottom line: Any late deliveries or damaged items can have consequences long after the holiday decorations come down.

Don’t let your peak season data gather dust

By the time the festivities wrap up, holiday sweaters are packed away for next year and returns start rolling in, most companies are already deep into the new year. Fresh budgets, new sales goals and January’s priority list all take precedence. It’s easy to let peak season data fall into the background, but there’s also a lot you can learn from it before the next rush, including:

• Where the money went. Turn to your holiday season data to learn where delivery spending climbed and where costs need to be controlled.
• What shoppers chose at checkout. Their delivery selections will tell you a lot about the options customers want when they’re ready to buy.
• The return pile. Consumers returned about 12% of online orders in the first two weeks of January 2026, up 3% from a year earlier. You can use those return patterns to fix problems before the next rush.
• The customer experience. Holiday rushes reveal a lot about what customers experienced between checkout and delivery. Leverage those insights to make decisions that improve the customer experience.
• What brought customers back. Post-purchase messages, promotions and product recommendations can help retailers understand what prompted another purchase.

Holiday data provides a broad view on these and other metrics, but key performance indicators (KPIs) help you drill down on exactly what happened during the rush, including what you did well and where improvements are needed.

10 peak season KPIs every retailer should track this holiday

As soon as you send out the last holiday goods, you’ll have a season’s worth of results to work with. Here are 10 KPIs to help you assess the season’s results, plus some tips on how to use what you learn:

1. On-time delivery: The share of goods delivered by the committed date.
   Use it to compare delivery partners during peak and ordinary weeks.
2. Delivery-window accuracy: The percentage that arrived within the time window you gave customers.
   This will help you set time windows your delivery partners can meet.
3. Tracking and communication: Monitor missing tracking updates and delays in notifying customers about delivery changes.
   You can use this to find gaps in your notifications and adjust accordingly.
4. Item condition: The share of deliveries customers report as damaged.
   Use it to investigate packaging choices and mitigate handling risks.
5. Security: Track reported thefts and any missing proof-of-delivery photos.
   These measures can help you review item placement and proof-of-delivery practices.
6. Customer satisfaction: Post-delivery survey ratings capture how customers felt about their delivery experience.
   Use their comments to investigate low scores and decide what needs fixing.
7. Cost per item: Total delivery charges, including fees, divided by items sent.
   This KPI helps you identify services or locations getting more expensive.
8. First-attempt delivery: The number of orders delivered successfully on the first try.
   Use it to investigate failed attempts and avoid repeat trips.
9. Delivery exceptions: The orders disrupted by problems like address issues or holds.
   Exception records help you identify recurring, preventable delays.
10. Forecast accuracy: Compare expected order volume with the number of orders you sent.
    You can use this to adjust staffing and delivery capacity.
    

If this sounds like a lot to measure, just start with a handful of KPIs that make the most sense for your business. Review the results with your team and delivery partners while everyone still remembers what happened during the rush.

Then, decide what needs attention and what you can do about it now. This will help you address recurring problems before another customer has to call about a late order or damaged delivery. You’ll have time to make changes and check the results before the next busy stretch.

Next Step: How Same-Day Delivery Impacts Retail ROI During Peak Season