Understanding the Customer Insights Dashboard [Information]

Modified on Fri, 14 Nov at 3:19 PM

The Customer Insights dashboard provides a comprehensive overview of shipment activity, cost metrics, and delivery performance, tailored to specific clients. It helps you understand spending, geographic distribution, and operational outcomes from a customer-centric perspective.

NOTE: For a list of available dashboards and instructions to access them, see Insights Dashboards Master List [Guides List].

To learn how to filter, view details and export data from this dashboard, refer to: How to Use the Insights Dashboards [Guide].

NOTE: This dashboard is currently in beta. Features and data visualizations are subject to change.

This article is divided into the following sections:

Purpose
Components
Video Walkthrough

I. PURPOSE

Use this dashboard for client-level analysis and performance monitoring by:

Analyzing spending and cost patterns for specific clients.
Monitoring delivery performance and exceptions by customer.
Identifying trends in shipping destinations and carrier usage per client.

The table below summarizes its key aspects:

	CUSTOMER INSIGHTS
PRIMARY FOCUS	Client-centric cost and performance analysis.
BST FOR	Account management and client performance reviews.
HIGHLIGHTED METRICS	Total Cost Average Cost per Package On-Time Performance Exception Tracking Status
TYPICAL QUESTIONS	How much is this client spending? What is this client's on-time delivery rate? Which carriers are being used most for this client? Where are this client's packages going?
TYPICAL USERS	Account Managers Logistics Managers Support Teams Executives

II. COMPONENTS

Key components:

A. Embedded Filters: Filter by Client, Date Range, or a combination.

B. Summary: A high-level overview of cost metrics for the selected client. This section displays:

Total Packages: The total count of all shipments (trackers).
Total Cost: The total shipping cost (order charge) for all packages.
Avg. Cost per Package: The total cost divided by the total number of packages.

C. Packages Breakdown: A collection of charts visualizing shipment distribution. This section includes:

Packages by Country: Total packages grouped by destination country.
Top 20 Packages by State/Province: Total packages grouped by destination state or province.
Packages by Carrier & Avg Cost per Package: A breakdown of total packages by carrier, which also displays the average cost per package for each carrier.
Packages by Weight Breaks: Total packages segmented by defined weight categories.

D. Delivery Performance: A summary of key delivery performance indicators (KPIs). This section displays:

Client On-time Delivery: The total count of packages delivered on or before the expected date.
On Time Performance: The percentage of packages delivered on or before the expected date (out of all packages with an expected delivery date).
On Time Induction: The total count of packages inducted (first carrier scan) on or before the expected induction date.
On Time Induction Rate: The percentage of packages inducted on time (out of all packages with an expected induction date).
Delayed Package: The total count of packages delivered after the expected delivery date.
Delayed Package Rate: The percentage of packages delivered late (out of all packages with an expected delivery date).
Returned Package: The total count of packages returned to the sender.
Returned Package Rate: The percentage of returned packages (out of the total number of packages).

E. Exception & Transit: Charts visualizing shipment status and delivery time. This section includes:

Exception Tracking Status: A breakdown of packages grouped by their current tracking status (e.g., Delayed, Exception, Returned).
In Transit Activity: The average time, in days, from the first carrier scan (induction) to the final delivery scan.

III. VIDEO WALKTHROUGH

The video below offers a detailed tour of the Customer Insights dashboard: