Skip to main content
Nerve Centre KPIs · Audit Profile · Sentiment Settings Parcelforce Worldwide is Royal Mail Group’s parcel arm - the contract-rate alternative to retail Royal Mail. CloudHub probe shows 10 active merchants on Username + Password + ContractNumber + per-merchant LiveUrl. Findings either cost a customer (Express24/48 SLA breach, Saturday slot miss) or burn cash (claim ageing, premium uplift not earning). Cross-references commerce siblings via order_ref; Jira via claim_id.

​
What this audit checks

​
Authentication & access

  • Username + Password + ContractNumber still issue valid tokens (no 401)
  • Per-merchant LiveUrl reachable (live API endpoint health)
  • Sandbox URL exists when live URL fails (failover signal)
  • Contract Number maps to a valid rate-card on Parcelforce side

​
Express service-day promise

  • Express24 OTD < 98% rolling 30D (SLA breach)
  • Express48 OTD < 95% rolling 30D
  • Saturday OTD < 95% on services that support it
  • First-attempt delivery rate < 85%

​
Exceptions, claims & failed pickups

  • Exception rate > 3% rolling 30D
  • Open claims unresolved > 30 days (P58 RMG window)
  • Open claims unresolved > 80 days (final P58 window)
  • Failed collection rate > 3%
  • Refused-parcel rate > 1%

​
Cost & service-mix economics

  • Avg cost / shipment up >10% vs prior period
  • Saturday uplift > 30% with no OTD lift
  • Express premium uplift > 40% over standard
  • Claim value as % of Parcelforce revenue > 1% rolling 90D

​
Cross-channel: revenue at risk (the kill-shot area)

  • Cross-channel: late shipments joined to commerce_sibling orders -> revenue at risk per channel
  • Cross-channel: 3PL-vs-carrier delay attribution (ShipBob vs Parcelforce in-transit)
  • Cross-channel: open claims with no Jira tracker_item -> CS coverage gap
  • Cross-channel: late-delivery refund-propensity * sibling.order.total -> $ exposed to chargeback

​
Severity thresholds

SignalWarnCritical
on_time_delivery_rate9695
express24_sla_pct9896
express48_sla_pct9592
saturday_sla_pct9590
first_attempt_delivery9085
exception_rate23
open_claims_age_days3080
failed_pickup_rate_pct23
saturday_uplift_pct2540
shipping_cost_per_order_change_pct510
claim_value_pct_of_revenue0.51
auth_token_failures_24h15

​
Data sources

  • GET TBD - pending CloudHub C# backend URL extraction - Auth probe + token issuance
  • GET TBD - pending CloudHub C# backend URL extraction - Shipment list + status
  • GET TBD - pending CloudHub C# backend URL extraction - Tracking events
  • GET TBD - pending CloudHub C# backend URL extraction - Claims (P58)