Service Rate: Calculation, Importance, and Improvements

The service level is a key indicator for measuring a company’s performance in terms of customer satisfaction and operations management. With this article, you will learn its definition, calculation, as well as its importance in the business context. You will understand how to better comprehend, evaluate, and enhance your company’s service level.

  1. Definition
  2. How to Calculate the Service Level?
  3. Service Level: Influencing Factors
  4. Service Level: Measurement Indicators
  5. How to Optimize the Service Level?


The service level is a key indicator used in the field of logistics and inventory management. It represents the percentage of product or service requests fulfilled within the agreed-upon timeframes with customers. It’s a highly important measure for assessing the efficiency and reliability of a company’s supply chain. It allows measuring a company’s ability to meet its customers’ expectations in terms of:

  • product availability,
  • meeting delivery deadlines,
  • and overall satisfaction.

A high service level often correlates with customer loyalty and a positive reputation. A low service level can lead to customer dissatisfaction, sales losses, and brand image degradation.

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How to Calculate the Service Level?

Calculating the service level is a crucial process to assess a company’s supply chain performance. To calculate it, you need to gather data on product or service requests and deliveries made within agreed-upon timeframes. It’s calculated by:

  • dividing the number of requests fulfilled on time by the total number of requests,
  • then multiplying the result by 100 to obtain a percentage.

For example, if a company received 100 product requests and fulfilled 90 of them within the agreed-upon time, the service level would be 90%.

By monitoring it regularly, companies can optimize their supply chain and enhance customer satisfaction.

Service Level: Influencing Factors

A company’s service level can be influenced by several key factors. Firstly, stock availability plays an essential role. If a company has adequate inventory to meet customer demand, it promotes a high service level. Secondly, supplier performance is another crucial element. Strong relationships and effective communication with suppliers help maintain a regular and quality supply. Moreover, demand planning and accurate customer requirement forecasting are essential to prevent stockouts and ensure a satisfactory service level. Logistic performance, including the speed and reliability of deliveries, is also a critical factor. Lastly, the company’s ability to effectively manage unforeseen events, such as production delays or transportation issues, directly impacts the service level. By closely monitoring these factors and taking proactive measures to optimize them, companies can enhance their service level, strengthen their competitiveness, and foster customer loyalty.

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Service Level: Measurement Indicators

The assessment of the service level relies on several key indicators that measure a company’s performance.

Firstly, the order fill rate is a major indicator that measures the percentage of complete orders compared to the total number of received orders. A high rate indicates the company’s ability to fulfill customer demands effectively.

Next, the on-time delivery rate measures delivery punctuality by comparing the number of deliveries made within the specified timeframe to the total number of deliveries. This helps determine if the company meets its commitments regarding delivery times.

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Another important indicator is the product return rate. It evaluates the number of products returned compared to the products shipped. A high rate can indicate issues with quality, compliance, or customer satisfaction.

Lastly, the customer satisfaction rate is a crucial indicator that measures the degree of customer satisfaction with the received service. By collecting customer feedback, companies can assess their overall performance in terms of the service level. These measurement indicators allow businesses to monitor and enhance their service level to ensure an optimal customer experience.

How to Optimize the Service Level?

To optimize it, it’s essential to take strategic actions aimed at improving company performance. Firstly, inventory management can be optimized by:

  • implementing accurate demand forecasting systems
  • and maintaining an appropriate level of stock

This will help meet customer needs effectively.

Effective planning and coordination with suppliers are also crucial to avoid stockouts. To optimize order processing, specific technologies can be used. For instance, automation speeds up operations and minimizes errors.

Well-organized logistics and smooth coordination across departments are also necessary to ensure fast and accurate delivery. The company should also focus on improving the quality of products and services, which will reduce returns and customer dissatisfaction. Lastly, transparent and regular communication with customers is essential to provide accurate information about orders, delivery times, and swiftly resolve any potential issues.