The Customer Experience Model (CXM) KPIs - an overview

The Customer Experience Model (CXM) is a set of KPIs for partners to evaluate and steer their operational performance on a country level.

Updated November 22, 2024


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

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

KPIs in bold are considered for your CXM performance.

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

Description1

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 attempt

>=95%

Share of the total numbers of orders reimbursed on time between return initiated with the carrier and return confirmation

>=95%

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 made available in 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.


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    CXM KPI description: Please click on each of the KPIs to find out more information about them.