Delivery Hub Case Study

Will Delivery Hub enable your DSP to consistently earn "Fantastic Plus?"

Case Study of Delivery Hub Integration Results

The following case study provides a 30 week snapshot of the Delivery Hub performance and communication platform on Key Remnant Delivery, a large midwestern DSP. The case study focuses on the measurable results based on the working relationship between Delivery Hub and Key Remnant Delivery.

Three Levels Tracked

The following case study reviews the shift in performance of a DSP across 3 levels of data as follows:

Bottom Level Metrics: Delivery Hub tracks every driver across 7 metrics. The Case Study began with 128 DA's measured across 7 metrics for 896 factors measured.
Mid Level Metrics: Delivery Hub uses established benchmarks to determine the percent of the team that is 1) Elite 2) Intermediate and 3) Low Performing.
Top Level Metrics: Delivery Hub converts the overall score (e.g. Fantastic Plus) into a quantifiable metric along with all sub-scores including Safety, Quality, Pickups and Fleet. These metrics are tracked over time to determine how they relate to each other and the overall score.

Note that the shift first occurs at the bottom level, and then trickles up to the top level.

Notes about the Delivery Hub Roll Out

Delivery Hub launched just before peak. The DSP expanded from 128 DA's to 200 DA's. The team size increase delayed the impact of Delivery Hub on the Top Level metrics.
In week 4, 2026 (2604), the weights tied to Safety (second column) were increased making a comparison between week 2542 and 2620 difficult. Safety events decreased significantly but are still shown because the sensitivety was increased.
In Week 10, 2026 (2610) an assistant was assigned to assist the performance manager. A corresponding positive shift was seen in the Top Level metrics.

Delivery Hub Results

1a) Bottom Level (Granular) DA Metrics Detail
Before and after; DSP Cross Sections

1b) Bottom Level (granular) DA metrics Summary

A comparison between week 42 of 2025, week 20 of 2026 shows a 27% increase in "defect free" behavior, a 45% decrease in "good" behavior indicating minor problems, a 29% decrease in "needs improvement", and a 50% decrease in "urgent" behavior (outliers).

2) Mid Level DA Metrics Summary

The percent of elite drivers increased from 35% in week 42, 2025 to 63% in week 20, 2026. Low performing drivers were reduced from 36% to 22% in the same time period.

3) Top Level Metrics Summary

The percentage of weeks in which the DSP earned "Fantastic Plus" has increased from 33% after the scorecard change in week 20 of 2025, to 75% so far in 2026. The program has achieved a 100% "Fantastic Plus" rate since mid February ,

All engagement scores drastically increased as Delivery Hub was integrated into the processes of the DSP.

Key Take Aways

In the 30 weeks of implementation, Delivery Hub shifted the rate at which Key Remnant Delivery made Fantastic Plus from 33% to over 95% of the time.
The number of defects were cut in half. This allowed leadership to shift its focus from putting out fires to developing better training and processes. Better trained DA's were more productive and efficient.
DA satisfaction increased. Delivery Hub provided a fair, transparent system for evaluating the team. Elite, high level, performers went from 35% to 63% of the team. Communication was tailored to each group so that negative messages would not be directed at high performers. Training could be directed at low performers in a constructive, one on one manner.
The Delivery Hub analytics and communication system gives DSP's the ability to measure the impact of operational changes on performance. This provides hard data on what works including the evidence that Delivery Hub was highly effective at transforming the DSP in the case study.

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