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Response Time, In Transit Damages, EX Work customer service protocols, Intermodal Capabilities, Weight per Carat verses FCL, delivery time, and other service related factors among the others.
It's QECD, Quality of service provided, Efficiency form point A to B, Cost-having the least cost vs competitors & Delivery-On time, al the time. This should be the4 most basic KPI's for a carrier.
1.Is agreed SLA's has achieved
2.Safe & On-time delivery
3. Response Time