Inbound Logistics: How Does Your Carrier Measure Up?

Inbound Logistics’ September 2026 cover feature asks how shippers can cut through endless data and focus on the few carrier metrics that drive real cost and service improvements. Ship.com President and COO Kyle Henzel is quoted in the piece, written by Karen Kroll, on two of them.

On on-time delivery, Henzel points out that hitting the promised date on paper isn’t the same as delivering well. A package that takes multiple attempts and a customer service call shouldn’t count as on time, which is why he says the metric should track first-attempt delivery and not only whether the package arrived by the deadline.

On exceptions, he argues that carriers should tell shippers about a late package before the shipper has to ask or the customer reaches out first. Once the customer is the one raising the problem, he says, the experience is already lost.

Read the full feature in Inbound Logistics

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