Avg Wait Time
9.5d
May MTD — Target <9.0d
Backlog Time
1.6d
12-mo low (vs 3.9d Mar) — Target <2.0d
Transit Time
7.5d
Down from 9.6d Apr — Target <7.0d
Boxes Shipped (May MTD)
84.2K
Through May 15 · 202K full Apr
Current Backlog
~113K*
*Stale snapshot · Target <80K
Trash Rate (Apr)
~0.55%*
11.6K items Apr · *est. — Target <0.30%
SLA ≤10 days
~65%*
*Stale (Feb) — Target >75%
Overall NPS
~38.6*
*Stale (L3M Feb) — Target >40
New vs Repeat Customers (May 2026 MTD)
Delivery Performance
| Metric | New (1st Order) | Repeat | Gap |
|---|---|---|---|
| Avg Wait Time | 10.4d | 9.4d | +1.0d |
| Backlog Time | 1.8d | 1.5d | +0.3d |
| Transit Time | 7.3d | 7.5d | -0.2d |
| Boxes Shipped | 10,875 | 73,364 | 12.9% / 87.1% |
New customers still wait 1.0 day longer, but the gap has narrowed materially since March (was +4.2d). May backlog has collapsed to 1.6d overall after the March-April spike — the production crisis appears to be resolved. Transit is now the dominant component of wait time.
NPS & SLA *stale, last L3M Feb 2026
| Metric | New | Repeat | Gap |
|---|---|---|---|
| NPS (L3M)* | ~15.6 | ~36.6 | -21 pts |
| SLA ≤7 days* | ~21.4% | ~31.2% | -9.8pp |
| SLA ≤10 days* | ~56.6% | ~67.2% | -10.6pp |
| SLA ≤14 days* | ~85.4% | ~89.6% | -4.2pp |
NPS & SLA panel not refreshed for May MTD — values are last validated readings (Feb 2026). Expect to refresh once L3M Apr NPS lands. Watch item: The Mar-Apr backlog spike likely dragged new-customer NPS lower; May recovery should restore it but with a lag.
Active Alerts 2 ALERTS · 1 WATCH
Customer Wait Time — 12-Month Trend
Wait Time Breakdown: Backlog vs Transit
Avg Wait Time: This Year vs Last Year (same month)
Monthly Box Volume
End-to-End Delivery Performance
Best Month (T12)
8.8d
Sep 2025
Worst Month (T12)
13.7d
Apr 2026
May MTD Wait
9.5d
Through May 15
P95 (Slowest 5%)
~17d*
*Stale (Feb 2026)
Monthly Wait Time Trend
New vs Repeat: Wait Time (6-Month Trend)
New vs Repeat: Backlog Time (6-Month Trend)
SLA Compliance (Last 3 Months)
SLA Compliance: New vs Repeat (Feb 2026)
| Threshold | Repeat | New (1st Order) | Gap |
|---|---|---|---|
| ≤7 days | 31.2% | 21.4% | -9.8pp |
| ≤10 days | 67.2% | 56.6% | -10.6pp |
| ≤14 days | 89.6% | 85.4% | -4.2pp |
| >21 days | 1.4% | 1.4% | 0.0pp |
The SLA gap is concentrated at the 7-10 day window (10.6pp), confirming backlog as the culprit. The long tail (>21 days) is identical for both segments.
Monthly Performance Detail
| Month | Avg Wait (d) | Backlog (d) | Transit (d) | Boxes Shipped |
|---|---|---|---|---|
| May 2025 | 9.9 | 2.1 | 7.4 | 219,224 |
| Jun 2025 | 10.1 | 2.3 | 7.4 | 244,493 |
| Jul 2025 | 9.7 | 2.2 | 7.1 | 242,193 |
| Aug 2025 | 9.0 | 1.7 | 6.9 | 229,326 |
| Sep 2025 | 8.8 | 1.8 | 6.5 | 228,782 |
| Oct 2025 | 9.0 | 2.1 | 6.6 | 209,890 |
| Nov 2025 | 9.6 | 2.4 | 6.7 | 182,424 |
| Dec 2025 | 9.4 | 2.2 | 6.8 | 211,918 |
| Jan 2026 | 10.1 | 2.6 | 7.0 | 201,077 |
| Feb 2026 | 10.0 | 2.8 | 6.9 | 175,350 |
| Mar 2026 | 12.1 | 3.9 | 7.7 | 210,691 |
| Apr 2026 | 13.7 | 2.8 | 9.6 | 202,197 |
| May 2026 MTD | 9.5 | 1.6 | 7.5 | 84,214 |
Key insight: March-April was a major regression — wait time spiked from ~10d to 13.7d, with April's 9.6d transit being the worst transit number in over a year (correlates with Amazon Shipping cutover). May MTD shows a sharp recovery: backlog at 1.6d (12-month low), transit back to 7.5d. The Sep 2025 best of 8.8d remains the operational benchmark — still ~0.7d away from May MTD.
Year-over-Year Comparison (Avg Wait Time)
| Month | Prior Year | This Year | Improvement |
|---|---|---|---|
| May | 13.0d | 9.9d | -3.1d (24%) |
| June | 11.4d | 10.1d | -1.4d (12%) |
| July | 11.6d | 9.7d | -2.0d (17%) |
| August | 15.0d | 9.0d | -6.0d (40%) |
| September | 12.7d | 8.8d | -4.0d (31%) |
| October | 10.9d | 9.0d | -1.8d (17%) |
| November | 10.9d | 9.6d | -1.3d (12%) |
| December | 11.7d | 9.4d | -2.4d (20%) |
| January | 11.9d | 10.1d | -1.8d (15%) |
| February | 10.0d | 10.0d | -0.0d (0%) |
| March | 9.4d | 12.1d | +2.7d worse |
| April | 9.2d | 13.7d | +4.5d worse |
| May MTD | 9.9d | 9.5d | -0.3d (3%) |
The YoY narrative flipped in March-April 2026: prior-year baseline had improved to ~9.2-9.4d, and this year regressed sharply to 12.1-13.7d — first negative YoY in the trailing window. Drivers: the Amazon cutover (transit jumped to 9.6d in April) plus an internal backlog spike (Mar 3.9d). May MTD has snapped back — backlog at 12-month low, but transit still 0.6d above last year's comparable.
Production Pipeline
Total Backlog
~113K*
*Stale snapshot (Mar 2026)
LV — Liberty View, NY
~49.2K*
*Stale · ~43.6% of backlog
YA — Yates, CA
~57.6K*
*Stale · ~51.0% of backlog
Packing Bottleneck
~65.8%*
*Stale (Mar) — refresh needed
Backlog by Production Stage
Factory Throughput — Monthly Trend (items shipped)
Factory Production Share — LV vs YA
Backlog by Factory & Stage
Carrier Performance
Amazon Volume Share
84.7%
May MTD · 71,283 boxes
Amazon Transit
Still N/A
Looker not reporting — escalate
DHL Transit (CA-focused)
9.4d
May MTD · 4.6% share · 3,846 boxes
PB Transit
10.1d
May MTD · 9.7% share · improving
Carrier Transit Times — 6-Month Trend
Carrier Volume Mix
Carrier Overview — May 2026 MTD (through May 15)
| Carrier | Boxes | Share | Transit (d) | Notes |
|---|---|---|---|---|
| Amazon Shipping | 71,283 | 84.7% | N/A | Transit time still not populating in Looker — needs investigation |
| Pitney Bowes | 8,165 | 9.7% | 10.1 | US only. Improving (12.6d Apr → 10.1d May) |
| DHL | 3,846 | 4.6% | 9.4 | Mostly Canada now |
| USPS | 839 | 1.0% | 4.5 | Fastest carrier but tiny volume |
Amazon now handles 84.7% of total volume in May (up from 82.1% in April). The critical issue: Amazon transit time is still not reported in Looker after 6+ weeks live — this is a measurement gap, not just a data lag. Recommend escalating to Audrey/data team. Apr full-month wait time of 13.7d (vs ~9-10d pre-Amazon) suggests Amazon is currently slower than legacy DHL US routes. PB's transit has improved meaningfully (11.8 → 10.1d), and DHL Canada at 9.4d is consistent with international SLAs.
Carrier Trend — Last 6 Months (Avg Transit Days)
| Carrier | Dec 25 | Jan 26 | Feb 26 | Mar 26 | Apr 26 | May MTD |
|---|---|---|---|---|---|---|
| Amazon | — | — | — | — | N/A | N/A |
| DHL | 6.6 | 6.9 | 6.7 | 7.5 | 9.3 | 9.4 |
| PB | 16.1 | 13.0 | 15.4 | 13.6 | 12.6 | 10.1 |
| USPS | 6.6 | 5.4 | 4.5 | 4.9 | 5.6 | 4.5 |
DHL's residual transit jumped from ~6.7d to ~9.4d once it switched to Canada-heavy mix in April. PB has steadily improved over 5 months. Amazon's missing transit data is the biggest open data question — without it, we can't validate whether the carrier switch is delivering on customer experience.
Quality & Returns
Items Trashed (Mar)
14,313
12-month peak
Items Trashed (Apr)
11,583
+25% vs Feb · +84% vs Sep
May MTD Trashed
2,525
Linear-pace ~5K full month
Est. Monthly Waste (Apr)
$190K
~11.6K items × $15-20
Trash Rate Trend
Trash Reasons (Last 3 Months)
Quality Holds vs Trash — Inverse Correlation
Monthly Delivered Boxes
Concerning pattern: Quality holds collapsed from 439/month to near-zero while trash rates doubled. If items are being trashed instead of quality-held, the operation is losing diagnostic data needed to identify and fix root causes. The top trash reasons — damaged (37%), not-produced (30%), missing (17%) — suggest three separate failure modes needing distinct interventions.
Customer Impact: Delivery Speed x NPS
New Customer NPS
~10.3*
*Stale (L12M Feb) · ~26 pts below repeat
Repeat Customer NPS
~36.5*
*Stale (L12M Feb)
New NPS (>14d delivery)
~7.9*
*Stale · Toxic first impression
Overall NPS
~38.6*
*Stale (L3M Feb) — Target >40
NPS by Delivery Time: New vs Repeat
NPS by Delivery Time Bucket (Overall)
Delivery Time Distribution (NPS Respondents)
The First Order Problem
Note: NPS data on this page is the last-validated L12M Feb 2026 snapshot — not refreshed for May. The new vs repeat NPS gap is structural (~26 points) but delivery speed amplifies it. New customers delivered in >14 days score NPS ~7.9 — near-zero loyalty. Repeat customers in the same bucket score ~25.5. Practical implication: Prioritizing first-order delivery speed has the highest NPS ROI. The March-April wait-time spike (12-14d) likely poisoned several thousand first-order experiences — expect a downward NPS print on next refresh. May MTD recovery should help offset, but lag means full impact won't show until Q3.
Operational Health Scorecard
Metric
Current
Target
Status
Avg Customer Wait Time (May MTD)
9.5d
<9.0d
WATCH
Avg Backlog Time (May MTD)
1.6d
<2.0d
GOOD
Avg Transit Time (May MTD)
7.5d
<7.0d
WATCH
Apr Wait (full month)
13.7d
<9.0d
ALERT
SLA: ≤10 days *stale
~65%
>75%
WATCH
SLA: ≤14 days *stale
~89%
>95%
WATCH
Items Trashed (Apr)
11.6K
<6K
ALERT
Current Backlog *stale
~113K
<80K
WATCH
Amazon Transit (data missing)
N/A
<7.0d
ALERT
Amazon Volume Share (May)
84.7%
—
NEW
PB Volume Share (May)
9.7%
<8.0%
WATCH
Overall NPS *stale
~38.6
>40
WATCH