Courier Performance

Courier Services refers to postal and courier activities, such as pickup, transport and delivery of letters and parcels under various arrangements. Local delivery and messenger services are also included. Key Performance Indicator (KPIs) in postal and courier services measure the efficiency in operations and customer satisfaction with delivery.

I found a great study of courier performance created by the United States Department of Transportation (DOT). They studied the use of specific objectives and performance measures to manage operational performance. They found common practice among self-sustaining private and public organizations that are responsible for generating sufficient revenue to meet costs and, in some cases, even produce profit.


The experiences of these organizations are a rich source of information to consider in the public sector. DOT’s objective was to learn from others what might apply to agencies in the United States working to advance transportation planning. Since their aim was to examine the use of measurable objectives and performance measures by private and public organizations to improve service delivery, they also included toll roads and electrical lines.

Information on the use of operations-related objectives and performance measures was gathered from Federal Express (FedEx), TNT Express Delivery Services, Illinois Tollway, and two power companies. Small package delivery companies were researched because they must closely monitor and optimize their operations to provide good service, which enables them to attract and maintain customers in a highly competitive business environment.


A tollway organization was included in this research to provide a closer point of comparison for public sector transportation agencies. An examination of electric utilities illustrated the use of objectives and performance measures for service delivery across wires instead of roads. Note that the US Postal Service was not included! They concentrated on: setting goals and obtaining buy-in; tracking; adjusting the process, adjusting the measures to current needs; demonstrating accountability to shareholders and customers.

From their research, they developed a possible list of what is required: