A reliable delivery allows the retailer to organize staff, spaces and availability of products. A cheap but unpredictable delivery may require more stock and more work to deal with the unexpected. Logistics quality should therefore be read along with cost.
I propose to observe punctuality, completeness and condition of the goods with common definitions. An order arrived on time but incomplete poses a different problem from a delay on non-urgent goods. Responsibilities in the insertion and modification of the order must also be recognized.
In a network, the needs of outlets may differ. Frequency and size of deliveries affect the cost of the system and the capital committed by the members. A useful change for one can complicate the path of others: comparison requires a reading of the whole.
I propose treating anomalies as information to improve the process. Recording causes and corrections helps to avoid discussions based only on the last episode. The timely communication of a problem allows the member to reorganize, without eliminating the damage of the delay. Reliability thus becomes an observable quality of mutual service, linked to the continuity of daily work.