Shipping frozen and refrigerated products DTC is unforgiving. To stay ahead, brands need to focus on certain key performance indicators (KPIs) that reveal just how well their operations are running. Here are six KPIs that are crucial for cold-chain shipping.

1) Pick Accuracy

What it is: The percentage of orders that are picked and packed correctly with the right items, quantities, and packaging materials.

Why it matters: A single mis-pick can ruin an order, trigger refunds, and erode customer trust. High pick accuracy reduces re-ships, keeps inventory accurate, and ensures the product is protected before it even leaves the warehouse.

2) On-Time Delivery (OTD)

What it is: The share of deliveries that arrive on or before the promised delivery date.

Why it matters: For cold-chain, a late delivery often equals a thawed delivery. OTD is one of the clearest signals of reliability and a major driver of customer loyalty. Brands that consistently hit delivery promises are more likely to see repeat orders.

3) Time-in-Transit (TNT)

What it is: The total time a shipment spends from carrier pickup to final delivery.

Why it matters: Longer transit times increase the risk of spoilage, require more refrigerant, and add cost. Shorter TNT reduces refrigerant and packaging requirements, and improves customer satisfaction.

4) Delivery Failure Rate

What it is: The percentage of orders that don’t succeed on the first delivery attempt, often due to address issues, missed recipients, weather, or damage.

Why it matters: Each failed attempt adds time, cost, and spoilage risk. Tracking this KPI helps identify root causes and improve first-attempt success.

5) Refrigerant Usage

What it is: The amount of refrigerant (dry ice or gel packs) used across shipments.

Why it matters: Refrigerant usage directly affects both cost and sustainability. Spikes often point to longer TNT, inefficient packaging, or seasonal heat. Monitoring this KPI helps balance product safety, spend, and environmental impact.

6) Total Orders Shipped

What it is: The total volume of orders shipped during a given period.

Why it matters: Throughput provides the context for every other KPI. Surges from promotions, holidays, or subscriptions explain shifts in OTD, TNT, and refrigerant needs. Without this baseline, it’s difficult to plan staffing, packaging, or carrier capacity effectively.

Carrier Performance Matters

Not all carriers perform the same, and in cold-chain shipping, those differences can directly affect product quality. Comparing metrics like on-time delivery (OTD), time-in-transit (TNT), and failure rate helps brands see which partners keep orders cold and which create risk. Some carriers deliver faster but less consistently, while others have stronger OTD but higher failure rates. Performance also varies by region, what works well on the West Coast may struggle in the Northeast. Tracking carrier performance side by side gives brands the insight to shift volume, balance cost with reliability, and protect customer trust.

Bringing it together

These six KPIs give DTC brands a clear view of their operations:

• Reliability → OTD and Delivery Failures
• Speed → TNT
• Quality → Pick Accuracy
• Cost & Sustainability → Refrigerant Usage
• Scale → Total Orders Shipped

By focusing on these core indicators, and by comparing performance across carriers, brands can spot issues early, reduce failure rates, and protect customer trust without getting lost in vanity metrics.

Final thoughts

Cold-chain shipping leaves little room for error. Tracking the right KPIs and holding carriers accountable makes it possible to keep products cold, costs controlled, and customers happy.

Need help tracking these KPI’s? Reach out: partnerships@gripshipping.com