Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

Published on 11 March 2026

BPG26: Customer Metrics

At first glance, customer metrics appear to be used far less frequently than planning metrics. However, this needs to be treated with caution. It highlights a broader issue with any form of survey-based benchmarking. The answers we get are shaped by who responds. In this case, the majority of respondents work in planning roles and are therefore more familiar with planning measures. This does not necessarily mean customer metrics are not being used. In some organisations, they may be measured but not shared widely across the operation.