In addition, the company focuses on four specific metrics to evaluate the customer satisfaction aspect of its partnerships, which it began tracking in off from its former parent company, WestRock: ¡ Percentage of on-time shipments (OTS) ¡ Percentage of shipments in full (SIF) ¡ Incident management rate (IMR), as a measure of customer complaints ¡ Feedback received from customer surveys OTS increased by an average of 38 percent between 2016 and 2017 due to changes implemented by the organization’s supply team to improve the shipment confirmation and invoicing processes and accuracy of shipment transit routes.