Understanding Fulfillment Rate

Below you will find a comprehensive breakdown of fulfillment rate. This shopping stat gives you the ability to track info across your Shop & Deliver orders.

How is fulfillment rate calculated?

Think of this as a percentage of how often you’re able to fill your customers’ entire basket, including replacement items. This insight is calculated as follows: total number of items found and replaced ÷ total number of items requested x 100. 

What do we mean by “items”? If a customer orders 4 bananas and 3 apples, that counts as 2 items (bananas and apples). If you find all 2 items, you have a 100% Fulfillment Rate.

Why fulfillment rate matters

Higher Fulfillment rates for you mean better customer experiences! This leads to higher customer satisfaction, which could mean higher tips and repeat customers.

Here’s an example

Let’s take an order with 10 items on its list. If you found 7, replaced 2 items, and 1 item was refunded, your Fulfillment Rate for this order would be 90%: (7 items + 2 replaced items) ÷ 10 items x 100.