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How we calculate your despatch performance

Our promise is that we’ll look after your number plates, so you can look after your business. Based on feedback from you and the Institute of Customer Service, we know how important it is that you’re assured of when your order will be despatched.

The Institute of Customer Service has recommended that we despatch 97% or more of all orders according to our stated lead times.

To support this, every month, we calculate our despatch performance percentage and notify you. If you are part of a group, you will be advised of your group’s performance.


The calculation

All our lead times are based on orders placed before 2pm the same day.

The despatch goal for an individual order is set by the product with the longest lead time. For example, if you order plain acrylic in 520x111mm (same day despatch) and a vintage number plate (5 days lead time), we calculate your order’s despatch performance against the target of 5 working days.

Exceptional circumstances (such as following up orders after the Christmas and Easter break or when our customer asks us to delay their order) are not included in the final percentage.


Learning from errors

Unfortunately we do have occasions when things go wrong. On the rare occasion we miss our despatch goal for an order, our operations team immediately reviews what happened to see where we can improve in future. Each one of these learnings is implemented.


Find out more

To find out more how we use recommendations from the Institute of Customer Service to deliver the best possible customer satisfaction, take a look at our Institute of Customer Service page or stay tuned to find out about how else we can help you.