All suppliers should be working toward achieving and maintaining a level of customer service that meets the following supplier performance targets:
- Order Defect Rate: < 1%
- Pre-fulfilment Cancel Rate: < 2.5%
- Late Shipment Rate: < 4%
Order Defect Rate – Renters expect their equipment to arrive in good working order and in conformance to all manufacturer’s specifications. Suppliers should test all equipment immediately prior to the start of a rental. It is advisable to include documented performance tests with your rental and, if applicable, provide certificates of calibration. If equipment does arrive with defects, offer an expedited repair or replacement at no additional cost. KWIPPED can credit the renter for any downtime resulting during the remediation.
Pre-fufilment Cancel Rate – Be sure to only quote equipment you have in inventory that has been tested and is known to be in good working order. Assure accuracy to the inventory listed and active in your supplier account, including pricing, quantities and models as they change.
Late Shipment Rate – KWIPPED expects equipment to arrive on or before the start date specified in the the rental contract. Give yourself plenty of time to prepare for the start of a rental. Communicate any issues which may cause the equipment to arrive after the start date. If needed, and with the consent of the renter, KWIPPED can modify the start date to deal with extenuating circumstances. Late shipment rates will not be affected as long as the start date is modified.