The Customer Experience Model (CXM) KPIs - an overview
The Customer Experience Model (CXM) is a set of KPIs for partners to evaluate and steer your operational performance on a country level
The Customer Experience Model (CXM) is a set of KPIs for partners to evaluate and steer your operational performance on a country level, in order to ensure best-in-class shopping experience to your customers.
The KPIs measured in CXM are closely aligned with the customer journey on the Zalando platform. The table below shows each of the CXM KPIs along the customer journey:
Customer journey | Related KPIs |
|---|---|
Search for and select articles | Article compliance |
Receive order confirmation | Cancellation rate |
Wait for the order to arrive | Delivery on Target, Tracking coverage |
Unbox and read document | Quality assurance |
Rate the experience | Customer rating |
Contact Customer Care | CuCa Case Order Rate (COR) |
Return the order and wait for reimbursement | Reimbursement on Target, Tracking Coverage |
KPIs in bold are considered for your CXM performance. Zalando Fulfilment Service (ZFS) partners are currently excluded from CXM.
To ensure excellent customer experience, our partners’ performance must be in line with Zalando’s. Partners are responsible for monitoring the performance of their CXM KPIs. Failure to meet the targets of each KPI will result in downsorting -meaning your articles won’t have full visibility on Zalando- or deactivation from the Zalando store for that specific market.
CXM KPI1 | Description | Target |
|---|---|---|
Share of sold articles that were cancelled by the partner | <=1% | |
Share of parcels delivered on time between the order date and the first delivery attempt1 | >=95% | |
Share of orders reimbursed on time between return initiated with the carrier and return confirmation1 | >=95% | |
Share of shipments for which the partner provided Zalando with both correct, delivery and return tracking number | >=98% |
1 Please click on each of the KPIs to find out more information about them.
Each market has a different logistics Service Level Agreements (SLAs), which ensures a consistent and positive customer experience. Failure to meet the SLAs will result in platform downsorting or deactivation. The table below outlines the SLAs for each market:
Markets | Delivery time in Working Days | Reimbursement time in Working Days | Saturday exclusion |
|---|---|---|---|
DE, NL | 4 | 8 | no |
AT, BE, CZ | 5 | 8 | no |
DK, EE, HR, HU, IT, LT, LV, PL, RO, SI, SK | 5 | 8 | yes |
CH | 5 | 9 | no |
FR | 6 | 8 | no |
ES, SE | 6 | 8 | yes |
NO | 6 | 12 | yes |
FI, IE | 7 | 10 | yes |
UK | 7 | 12 | no |
Working Days: all weekdays apart from Sundays and national holidays. Saturdays are counted as working days in several markets, noted in the column Saturday exclusion above.
Delivery time is counted as the number of working days from the date the customer order is exported to your system until the first delivery attempt.
Reimbursement time is counted as the number of working days from the day the return is initiated with the carrier until the day when Zalando receives the return confirmation from the partner.