On-time delivery

Measuring punctuality alone gives an optimistic picture: a punctual but incomplete delivery generates the same complaint as a late one, plus a second trip. That is why the useful version of the indicator requires both conditions at once.

It degrades almost always for the same reason: the day plan does not account for what actually happens on the street. Comparing the planned route against the executed one, while it happens, is what lets you warn before the customer complains.