🕒 2 min read
What is PSB?
PSB, or Pickup Success Behaviour, measures how accurately and consistently you complete collection stops and customer returns whilst following the correct Amazon process.
Unlike delivery metrics, PSB focuses on collections. Every collection must either be completed successfully or correctly managed when it cannot be collected.
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How is PSB Measured?
Every scheduled collection is monitored to ensure the correct process has been followed.
To maintain a strong PSB score you must:
* Complete all collections whenever possible.
* Mark unsuccessful collections using the correct reason.
* Be within 25 metres of the collection location when updating the stop.
* Return any successful collections to the depot on the same day (Day 0).
* Never skip collection stops.
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Target PSB
To achieve Fantastic performance, you should aim for:
100% Pickup Success Behaviour.
Every collection should either be successfully completed or processed correctly using the approved Amazon procedure.
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Following the Correct Process
If you’re unable to complete a collection, always follow the correct procedure.
This means:
* Attend the collection location.
* Ensure you’re within 25 metres of the pickup point.
* Select the correct unsuccessful reason in the Amazon app.
* Never skip the stop or leave it incomplete.
Following the correct process protects both your scorecard and the customer experience.
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Same-Day Return Requirement
Any successful collections must return to the depot on the same day.
Collections must never remain in the vehicle overnight.
Returning collections late will negatively impact your PSB score and overall performance.
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Customer Returns
Each morning, collect any customer return labels provided at the depot.
These labels are required for scheduled customer return collections throughout your route.
Always ensure customer returns are completed using the correct process before returning to station.
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What Impacts PSB?
Your PSB score may be affected by:
* Skipping collection stops.
* Selecting the wrong unsuccessful reason.
* Updating a collection whilst outside the 25 metre collection radius.
* Returning unsuccessful collections after Day 0.
* Failing to complete scheduled customer return collections.
* Not following the Amazon collection process.
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Best Practice
To consistently achieve excellent PSB performance:
* Check your itinerary for collections before starting your route.
* Carry customer return labels with you throughout the day.
* Never skip a collection stop.
* Always travel to the collection location before marking it unsuccessful.
* Stay within the required 25 metre radius.
* Return of successful collections to the depot the same day.
* Ask your manager if you’re unsure which reason code to select.
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Why PSB Matters
Collections are just as important as deliveries.
Following the correct pickup process helps:
* Improve customer satisfaction.
* Reduce failed collections.
* Protect your overall scorecard.
* Maintain Amazon’s service standards.
* Demonstrate professional delivery behaviour.
Every correctly completed collection contributes towards a stronger overall performance and a better experience for both customers and the station.
