Fulfillment SLA
96.4%
+2.2pp vs prior period · target 95%
Avg Shipping Days
2.4d
-0.7d vs prior period · target < 3d
Return Rate
12.4%
-2.4pp YoY · Chelsea Boots flagged
Refund Rate
4.8%
-1.4pp YoY · improved quality control
Net Promoter Score
72
+8 pts YoY · "excellent" threshold
CSAT Score
4.62
+0.21 YoY · out of 5.0
Support Tickets / Order
0.042
-0.016 YoY · fewer WISMO contacts
Carrier On-Time %
94.8%
+3.2pp YoY · carrier SLA enforced
Return & Refund Rate Trend
Monthly % · improving with better product info
Fulfillment SLA & Avg Ship Days
Monthly · SLA % and avg days to ship
NPS & CSAT Trend
Monthly · steadily improving post Q2 ops overhaul
Return Rate by Category
Footwear highest · Activewear best in class