Introduction to the Customer experience model (CXM) - video
The Customer experience model (CXM) is a monitoring tool to evaluate and steer partners’ performance on a country level.
The Customer Experience Model is a post purchase performance monitoring mechanism used to steer the partner’s business based on their capability of delivering upto Zalando’s standards of best in class shopping experience for the customer.
This is done based on a set of KPIs. Failure to meet the targets of each KPI will result in consequences such as reduced visibility or deactivation as described in the following sections.
Please refer to the CXM KPIs for each KPI target.
Important notes:
Zalando Fulfilment Service (ZFS) partners are currently excluded from CXM.
Connected Retail partners will be a part of CXM steering from 7th January 2025
If a partner is selling both through their own fulfilment channel (non-ZFS) as well as through ZFS in a specific country (known as hybrid partners), then only the performance of the non-ZFS channel will be subject to the CXM performance review.
Please note: Beginning on 5 February 2024, CXM will apply to partners with more than 30 orders over a rolling seven day period, instead of 100 total orders over a rolling seven day period as it was previously.
The negative consequences for failing to meet KPI targets can include a reduction in the level of visibility your non-ZFS article assortment has in the relevant Zalando sales channel, or your non-ZFS articles being taken offline (deactivated).