Operations

NPS

Net Promoter Score. The most-cited customer-loyalty metric: ask 'how likely are you to recommend us, 0-10?', count promoters (9-10) minus detractors (0-6), express as a number from -100 to +100. In delivery, NPS moves with promise accuracy, on-time rates, and how well the brand owns the post-purchase moment.

Where this fits

The day-to-day vocabulary of running deliveries. Routes, waves, drops, manifests, ETAs, SLAs. These are the units operators reason in, and the inputs every downstream model needs.

Related terms

OTIF: On-Time In-Full. The performance KPI that combines two delivery requirements: the order arrives on schedule (on-time) AND with every requested SKU in the requested quantity (in-full). A miss on either dimension fails OTIF. The standard B2B and grocery scoring metric; harsher than on-time-rate alone.
Manual Intervention: Any action a human takes in the dispatch loop that automation didn't make on its own: re-routing a stuck order, calling a driver, escalating an exception, manually reassigning capacity. Manual-intervention rate is a closely-watched KPI for autonomic systems; the goal is for it to drop toward zero as the system learns the operation.
SOP: Standard Operating Procedure. The documented step-by-step process for a recurring operational task: how to handle a returns pickup, what to do when a driver no-shows, how to verify a controlled-substance delivery. SOPs are the institutional memory of an operation; in Nash, agents and workflows can encode them as reusable playbooks.
Delivery success rate: The share of orders that complete on the first attempt, on time, with valid POD, and without exception. The cleanest single metric for whether dispatch is working. Above 99% is best-in-class; most operations sit lower.
HITL: Human-in-the-loop. A system design where automation handles the routine and a human is pulled in for exceptions, overrides, or high-stakes judgment calls. Nash dispatches autonomously by default but surfaces exceptions to the dispatcher for review. Compare with fully autonomous and human-out-of-the-loop designs.