¡ Percentage of on-time shipments (OTS) ¡ Percentage of shipments in full (SIF) ¡ Incident management rate (IMR) ¡ Feedback received from customer surveys Members of Ingevity’s operations and supply chain teams have worked extensively on customer satisfaction as a task force to evaluate and improve the management of OTS, SIF, quality complaint IMR, and other metrics that are important to our customers.