Insights
Gain valuable insights into all your key data, including carriers, customer engagement, live monitoring, and returns.
Overview
Use our powerful analytics to track logistics performance, monitor customer engagement/satisfaction and more to gain valuable insights into how your business is performing.
The analytics reports come with a user-friendly design to to make the charts clear and easy to use to ensure you get the most from your data. The header on each report presents the core metrics showing the most relevant information about each page, and these will be compared to the previous period defined by the time range selected.
Analytics Structure
The structure of Analytics in the parcelLab App is shown in the following graphic.
Reporting Dashboards
The reporting dashboards available for Analytics are described in the following table.
Displays data for up to two years for the following:
Delivery - shows general information regarding your logistics performance (for example: shipped parcels, amount of shipped items, and percentage of already delivered parcels)
Exceptions - shows all information regarding delivery issues and their reasons (for example: percentage of autoreturns and exceptions)
Leadtimes - shows all information regarding orders already delivered (for example: leadtimes, SLA, distribution of time for order to arrive to customer, and delivery locations)
Claims – shows all information regarding delivery claims and their reasons (for example: claim rate, percentage of claims and returns that are claimed)
Displays data for up to two years for the following:
Emails - shows which type of emails customers tend to engage with more and the open rate, click rate, and bounce rate to monitor performance
Order Status Page - shows the traffic on your Order Status page and the satisfaction rate of your communications and carriers
SMS - shows the number of SMS communications sent and the corresponding click rate
Feedback - shows customer satisfaction on the delivery process and communications received
Webhooks - shows which type of webhooks have been sent along with their success and response performance
Campaigns - displays data for all historic campaign events and shows the performance of your campaigns in emails and on the Order Status page.
Displays data for the current day compared to the average of the previous week for the following:
Live Network - shows hourly information regarding the status of all your open parcels and current delays at a regional level
Communications - shows the open rate, click rate, and bounce rate of emails today
Exceptions - shows information about the parcels still at the warehouse, parcels trending late, already late, and stuck at the same position for more than one day
Displays data for up to one year (subject to change depending on data quality) for the following:
Network Monitoring - shows information regarding the return rate, leadtimes for the return process, type of reasons given for returns, and percentage of orders being returned in full
Registrations - shows the percentage of returns registered via the Returns Portal, which submissions are refundable, and the number of returns attempted outside of policy
Item Insights - shows products (top 20) that are returned most frequently
Shopify Returns - shows information regarding the return rate, refund methods, and revenue retention for Shopify retailers
Shopify Product Returns - shows article-level insights and product return trends for Shopify retailers
Displays data for up to two years and shows if parcels are arriving on time based on the delivery date communicated to your customers. This allows you to compare the performance of carriers (for example: percentage of orders arriving on time, reasons for orders arriving late, and a list of orders that arrived late during the last 15 days).
Displays data for the last two years for the following:
Carrier - shows information on the performance of your carriers against the industry
Communication - shows information on the performance of your communication against the industry
Additional Resources
The supported regions in the Analytics reports can be downloaded here.
Learn More
View the following topics for more information on gaining insights from your data:
FAQs
To help you get started with using analytics to monitor your data, see our FAQs below.
If you have any further questions relating to analytics and data exports, please contact your parcelLab representative.
How can I see which of my carriers tend to present more issues?
You can go to the “Logistics Performance Insights" table (Delivery report > Trackings Insights dashboard > Trackings module) and use the filter to visualize by issue type for different carriers and location.
For information on monitoring carrier performance, use the following resources:
See our logistics analysis documentation.
Watch the demo below.
How can I see which of my emails are getting the most engagement?
You can go to the “Comparison of email types performance” table (Emails report > Communication Insights dashboard > Communication module) and use the filter to check the open to click rate/click rate for each message type and how many emails this corresponds to, as well as view this by quarter to monitor if the click rate is consistent over time.
For information on monitoring communication performance, use the following resources:
See our analytics documentation.
Watch the demo below.
How can I see if my customers are satisfied with communications sent during the shipping process?
You can go to the “Communications satisfaction rate” metric (Order Status Page report > Communication Insights dashboard > Communication module) and you can change the time period you would like to compare in the date filter to see if the satisfaction rate increase or decreases over time.
You can also the “Communication vs. satisfaction rate with carrier over time” graph to see a progression of this metric.
For information on monitoring communication performance, use the following resources:
See our analytics documentation.
Watch the demo below.
How can I track the current status of parcels that are delayed?
You can go to the “Parcels in progress” table (Exceptions report > Control Tower dashboard > Trackings module) and use the filter to set the minimum time stuck to one day to show you all orders that are still open (that is: created during the last 15 days). You can then check a particular order in the table and see its current status.
For information on monitoring current delivery performance, use the following resources:
See our analytics documentation.
Watch the demo below.
What do the columns in the Trackings export mean?
The Trackings export provides information about all parcels being delivered and returned by the end-customers. It contains details such as lead-times, fulfillment of dispatch and announced delivery dates, among others.
Note: This report is different from the export of tracking data that you can download from the App.
For information on the columns in the Trackings export from the App, see our Data Exports documentation.
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