Measuring our performance
We monitor key performance indicators (KPIs) to measure the quality, reliability and efficiency of the service we provide to customers. These metrics help us assess our operational performance, identify opportunities for improvement and maintain high standards across our supply chain.
The KPIs published on this page track three core measures of customer service performance within our UK business: on-time deliveries, invoice accuracy and loading times. By reporting these measures, we provide transparency on our performance and demonstrate our commitment to continuous improvement and dependable fuel supply.
Average performance last month
On-time deliveries
97.20%
Measures the reliability of our UK haulage operations and the effectiveness of our scheduling team.
Invoice accuracy
99.19%
Assesses the accuracy and efficiency of our back-office operations
Loading times
32.01 mins
Monitors delays due to queuing or business interruption at our managed supply locations in the UK
On-time deliveries
In July, 97.20% of our deliveries were made on time.
We measure the reliability of our core fleet and the effectiveness of our in-house scheduling team.
Our target is for more than 99% of our deliveries to be made within the delivery window agreed with customers.
Causes of delay (%)
- Traffic, terminal or site delays 31.64%
- Vehicles being off road 25.79%
- Delivery moved with the customer 12.05%
- Driver sickness or personal absence 6.19%
- Driver error 2.59%
- Scheduling, systems or resourcing error 9.80%
- Site issue or terminal allocation issue 9.01%
- Other 2.93%
Percentage on time
Invoice accuracy
In July, 99.19% of our invoices were accurate.
Our invoice KPI is a measure of the accuracy and efficiency of our back-office systems, as well as the skills and understanding of our team.
Our target is to achieve 99% invoice accuracy.
We have in place an ongoing process of excellence review to monitor our internal controls and eliminate the human error element of credit notes, focusing on manual errors.
In order to further improve the efficiency of our back-office systems, we continue to maximise the number of invoices that are automatically generated. Again, this month, more than 96.65% of our invoices were produced automatically, and more customers are being introduced to our automated invoicing system on an ongoing basis.
Accuracy percentage
Loading times
A loading time is the time taken for our customers’ and our own trucks to load fuel at our terminals, from the moment the truck enters the terminal gate to the moment it leaves.
Our loading time KPI allows us to monitor delays for trucks loading at our terminals due to queuing or slowing pumping rates.
The target we set varies according to local conditions:
In a compact terminal with state-of-the-art road loading facilities and no queues, we consider 21 minutes to be the shortest reasonable target loading time, without jeopardising health and safety considerations.
If there are longer distances to drive between the terminal gates and the loading racks, or if pumping rates are slower, we set a target of 25 minutes.
At busy terminals where queuing can occur, we also monitor the percentage of trucks taking longer than 30 minutes to load.
Average loading times
Loading times at the terminal are measured from the inner gate to the departure gate because many drivers stop between the main (outer) gate and inner gate in order to take a break or change vehicles.