On-time deliveries

In September 2017 98.8% 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 the customer.

The main causes of delayed deliveries this month was traffic. We rearranged deliveries where possible, with our customers’ agreement, so we could assist other customers with more urgent deliveries.


Invoice accuracy

This month 99.27% of our invoices were accurate, meaning that credit notes accounted for only 0.73% of the total number invoices.

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 on-going 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 94.75% of our invoices were produced automatically, and more customers are being introduced to our automated invoicing system on an ongoing basis.


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.

Navigator Thames, average loading time

Loading times at this 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.

Loading times were longer in November and December due to IT system changes at the Navigator facility.