KPI · Logistics

Damaged shipment rate: formula and example.

Damaged shipment rate is the share of shipments that reach the customer with damage to the packaging or contents. Damage costs you twice: the replacement or credit, and the extra shipment or return. The customer also notices it immediately.

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Damaged shipment rate formula

Shipments delivered damaged ÷ total shipments sent × 100%

Worked example

In May 2026 Acme Groothandel sent 3,500 shipments. Customers reported damage on 21 of them. The damaged shipment rate is 21 ÷ 3,500 × 100% = 0.6%.

Fictitious figures for Acme Groothandel, a sample wholesaler.

How to read this KPI

A lower rate means fewer replacement costs, claims and unhappy customers. Because the percentages are small, the number per 1,000 shipments is often easier to read. Compare by carrier, packaging type and product group to see whether the cause lies in transport or in your own packing.

Pitfalls with damaged shipment rate

Counting only damage for which a claim was filed with the carrier.
Missing damage that customers do not report but that shows up in returns.
Not recording the cost of damage, which understates its impact.

SQL & DAX

Calculating damaged shipment rate in SQL and DAX

Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.

SQL · PostgreSQL

SELECT date_trunc('month', shipped_at) AS month,
       carrier,
       COUNT(*) AS shipments,
       COUNT(*) FILTER (WHERE damaged) AS damaged,
       ROUND(100.0 * COUNT(*) FILTER (WHERE damaged) / NULLIF(COUNT(*), 0), 2) AS damaged_pct
FROM shipments
WHERE shipped_at IS NOT NULL
GROUP BY 1, 2
ORDER BY 1, 2;

DAX · Power BI

Damaged Shipment Rate = DIVIDE(CALCULATE(COUNTROWS(Shipments), Shipments[Damaged] = TRUE()), COUNTROWS(Shipments))

In ENABLE

Tracking this KPI in ENABLE

Plain-language questions

Ask for damaged shipment rate per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.

In your Power BI dashboard

Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.

Custom dashboards (pilot)

Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.

Monthly targets

With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.

FAQ

Frequently asked questions

How do you calculate damaged shipment rate?

Divide the number of shipments where damage was reported or found by the total number of shipments sent. Combine reports from customers, customer service and the carrier. Multiply by 100 for a percentage.

Who pays for damage to a shipment?

That depends on your carrier agreement, your terms of delivery and whether the shipment was insured. Carriers often pay up to a maximum and only for a well-documented claim. Keep photos and the packaging for every damage case.

How do you reduce damage in transit?

Start by finding which products and packaging get damaged most often. Better void fill, a sturdier box or a different carrier for fragile items often help. Measure after each change whether the rate for that product group falls.

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