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Logistics & transport
The delivery they chased
three times
In transport the exception is the product. Things go wrong constantly and customers accept that — what they do not accept is being the only person tracking their own freight. Every one of those calls is polite, and every one is a customer costing you the next job.
What goes wrong here
The calls worth a manager's attention
None of these sound like a problem while they are happening. That is exactly why they survive a QA sample and a sentiment threshold.
Redelivery promised for a date nobody booked
The customer is given a day on the phone. Nothing is scheduled, and they wait in for a vehicle that was never coming.
Nobody can locate the consignment
The call ends with the customer knowing no more than when it started, and no one owning the search.
Repeat contact on one consignment
A third call about one delivery is a process failure, however patient the caller is.
Damage reported and not actioned
A damage claim raised on the phone that never becomes a case is the most expensive kind of dropped call.
Exceptions the customer discovers
A delay you knew about and did not communicate is your failure, not the network's.
Account customers hinting at churn
A regular customer mentioning they are trialling another carrier is a retention alert, said mid-sentence and never flagged.
Worked examples
Same situation, opposite verdicts
Illustrative composites, not real customer calls.
| What happened on the call | Verdict | Why |
|---|---|---|
| A delivery is delayed by weather. Your team rings the customer and rebooks. | Not flagged | Outside your control, handled properly. |
| A delivery is delayed. Nobody rings; the customer waits in and then chases. | Flagged | Limb (b) — the response was inadequate. |
| Redelivery is promised for Thursday. No redelivery is booked. | Flagged | Limb (a) — a commitment made and not entered. |
| Customer is annoyed that the sender packed the goods badly. Your team explains and helps them claim. | Not flagged | Someone else's fault, handled well. |
| Third call about one consignment, still with no location and no owner. | Flagged | Repeat contact on one matter. |
| Customer mentions they are trialling another carrier; your team simply takes the booking. | Flagged | A customer signalling churn, with no response. |
| Driver is running two hours late; the depot rings ahead and the customer is fine with it. | Not flagged | Caught before the customer had to chase. |
Deliberately ignored
What will not reach a manager
Refusing to report other people's problems is what keeps the alerts worth opening.
- Weather, road closures and network delays the customer was told about
- A sender's packaging or address error your team helped resolve
- Third-party depot or partner-carrier delays you communicated
- Calls between your depots, drivers and partner carriers
See a month of exception calls
We will show you the redeliveries promised on the phone and never booked, and the customers who told you they were trialling someone else.