Get orders moving, keep customers informed and protect riders by setting targets that reward a reliable handover—not the fastest arrival. As Kenya’s largest courier, Moveka knows delivery performance has to work for riders and customers alike.
Ready to arrange a parcel while you improve your delivery routine? Start on Send to see the options and prices that apply.
The goal: reliable delivery without rushing riders
A good target helps your team dispatch orders consistently while leaving room for safe riding, clear communication and proper handovers. Don’t make a rider’s score depend on speeding or arriving before everyone else. Set expectations around the work that can be controlled, and review them when the same jobs repeatedly run late.
What delivery routine should you train riders to follow?
Practise the moments that cause orders to stall: unclear directions, a missing contact detail, an uncertain payment or a customer who needs an update. Give riders a repeatable sequence they can use on every run.
- Check the parcel against the order before dispatch.
- Confirm the recipient, phone contact and delivery instructions.
- If directions are unclear, contact the customer and clarify the estate, building, entrance or nearby landmark before proceeding.
- At handover, confirm the recipient and follow the order’s payment instructions. If digital payment is due on delivery, verify authoritative confirmation before releasing the parcel.
- Record the handover or exception, then update the customer.
Train with realistic address problems: an estate with multiple entrances, a building with no floor or room listed, or directions that say only “near the shops.” Have riders practise asking for a useful landmark and a working phone contact. A short clarification can prevent a failed attempt and leave the customer feeling looked after.
Include a M-Pesa payment scenario in training. A customer saying they have paid is not the same as confirmed payment: follow your approved process and verify the digital payment before releasing the parcel when payment is due on delivery. Moveka is cashless.
What should you track besides delivery speed?
Look at a balanced set of signals so a faster-looking operation does not hide worsening safety or service. Review the pattern, not just one number.
- Orders dispatched on time and completed handovers.
- Failed attempts and the reasons behind them, such as incomplete directions or an unavailable recipient.
- Whether customers received an update when plans changed.
- Safety incidents and near misses.
- Rider workload, including repeated overload and signs of fatigue.
Plan workload checks and rest opportunities. Make it clear that riders can flag fatigue or an overloaded run and choose a safe response without being penalized for it. A tired rider is not a shortcut to better service.
Common delivery target mistakes to avoid
- Rewarding the quickest arrival instead of safe, completed handovers.
- Training only on straightforward addresses instead of practising unclear directions and missing details.
- Leaving riders to arrange every delivery by hand without a consistent check-and-update routine.
- Measuring speed while ignoring failed attempts, customer communication, near misses and workload.
- Treating an unverified payment claim or screen as confirmation.
Make the next delivery easier to manage
Put the routine into practice, review what keeps orders from moving smoothly, and choose a delivery option that fits the parcel. Moveka is one of Kenya’s most deeply connected courier networks. Start on Send to see the applicable options and prices.
