First-Attempt Delivery Rate (FADR)
First-attempt delivery rate (FADR) is the percentage of deliveries completed successfully on the first visit without requiring another attempt. It is a top-line last-mile KPI because failed attempts increase delivery costs, delay customer receipt, consume vehicle capacity, and create additional work for dispatch teams.
The rate is calculated by dividing deliveries completed on the first attempt by the total number of deliveries attempted, then multiplying the result by 100. Fleets should define both “attempted” and “successful” consistently. Depending on the operation, success may require a recipient signature, proof of delivery, placement at an approved location, age verification, payment collection, or another service condition.
Low FADR can result from an incorrect address, unavailable recipient, restricted site access, missing delivery instructions, unsuitable time windows, failed customer communication, damaged goods, incomplete documents, or vehicle capacity problems. Recording a specific exception reason for every unsuccessful visit helps teams distinguish customer-related issues from planning, driver, warehouse, or data failures. FADR should be reviewed by route, customer, location, driver, delivery window, and failure reason rather than used alone to judge individual performance. Address validation, accurate arrival estimates, delivery reminders, flexible rescheduling, clear access notes, and electronic proof of delivery can improve first-attempt outcomes. Higher FADR generally indicates more reliable and efficient delivery operations.
Common questions
Quick answers related to First-Attempt Delivery Rate (FADR).
How is first-attempt delivery rate calculated?
FADR is calculated by dividing deliveries completed successfully on the first attempt by all deliveries attempted during the same period, then multiplying by 100. Fleets need consistent definitions for attempted delivery, successful completion, cancelled orders, customer collections, and approved unattended delivery.
What counts as a failed first delivery attempt?
A failed first attempt occurs when a driver reaches the delivery stage but cannot complete the required handover or service. Common examples include recipient absence, incorrect address, access restrictions, refused goods, missing payment, documentation problems, damaged cargo, or unsuitable delivery conditions.
How does FADR differ from on-time delivery rate?
First-attempt delivery rate measures whether delivery succeeds during the initial visit. On-time delivery rate measures whether completion occurs within the promised window. A shipment can arrive on time but fail, or succeed on its first attempt after the scheduled window.
What information should be recorded after a failed attempt?
Fleets should capture a standard exception code, driver notes, timestamp, GPS location, contact attempts, photographs where appropriate, and relevant customer instructions. Accurate evidence supports customer communication, responsibility assessment, redelivery planning, billing decisions, and analysis of recurring failure causes.
How can fleets improve first-attempt delivery performance?
Fleets can validate addresses, confirm contact details, send delivery reminders, provide accurate arrival estimates, capture access instructions, offer suitable time windows, and enable convenient customer rescheduling. Analysing exception reasons helps teams correct planning, warehouse, communication, vehicle, or customer-data problems.
