/Insights — Supply Chain Management · April 22, 2026
Fill rate is the only KPI your customer feels
Warehouse productivity, vehicle fill and cost per pallet all matter internally. The customer experiences exactly one number: did the ordered quantity arrive, complete, when it was promised.
Measure fill rate at line level, not order level, and measure it against what was ordered, not against what you confirmed. Confirming a reduced quantity and then delivering it in full is not a 100% fill rate.
Once it is measured honestly, the causes sort themselves into three buckets: no stock, wrong stock, or late vehicle. Each has a different fix.