ClusterTruck has redefined food delivery by setting the gold standard for quality and accountability. A big part of that effort is a metric we track relentlessly: IPK, or Issues Per 1,000 Items.
?
What exactly is IPK?
?
It’s a way for us to measure the number of errors we make in our kitchens— such as a wrong ingredient, a leaked container, or a forgotten sauce —for every 1,000 items that are shipped. This metric normalizes data across all our operations, regardless of a kitchen’s size. By focusing on IPK, we can quantify our performance, identify trends, and address any opportunities for improvement in real-time.
?
IPK is a powerful tool for our General Managers.
?
?? Clarity and Focus: IPK turns abstract customer service goals into concrete numbers. It gives us an unfiltered look at how we’re doing and helps us zero in on areas for improvement.
?
?? Customer-First Thinking: Each “issue” in our IPK data represents a moment where we could have done better for a customer. By tracking and reducing this number, we ensure every order meets the high standards our customers deserve.
?
?? Building Better Systems: IPK doesn’t just reflect the quality of our deliveries—it pushes us to refine our technology, kitchen operations, and delivery methods. It is how we stay ahead of challenges and keep raising the bar.
?
Demonstrating just how powerful this metric can be when combined with hard work and commitment, our kitchens averaged less than six issues per 1,000 items in 2024. That means we got it right 99.4% of the time.
Even more impressive, our Broad Ripple kitchen crew has maintained less than two issues per 1,000 items for multiple weeks in a row. Our General Manager Misty Bradley takes IPK seriously, and her team’s attention to detail and dedication to delivering high quality meals are setting our own standards even higher, one item at a time.
?
While many delivery services focus on sheer volume, we are focused on quality. IPK is our way of measuring what matters, ensuring every customer gets the seamless, satisfying experience they deserve.
Special thanks to Chef Misty for pushing us to new heights this year and ensuring perfection is delivered from her kitchen 99.8% of the time.
