Freight forwarder performance — what KPIs do you actually track?

We work with three freight forwarders — one for Europe, one for Asia, one for regional GCC shipments. After a bad year with missed ETAs and poor communication, we built a simple quarterly scorecard:

• On-time departure (vessel departed within 3 days of confirmed booking): target 90%
• Documentation accuracy (correct BL, invoice, packing list on first submission): target 95%
• Proactive communication (did they alert us before we had to chase): tracked as yes/no per shipment
• Problem resolution time (hours from issue reported to solution proposed): target under 4 hours
• Rate competitiveness (quarterly spot rate comparison against market): reviewed every 3 months

We share this scorecard with each forwarder at the quarterly review. It changed the dynamic completely — they started sending weekly updates without being asked.

What metrics do you track? Has anyone built this into their contract SLAs?