Analyse performance
Learn about how to analyse your performance, using the CXM KPIs and Quality Assurance requirements.
Customer Experience Model
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National holidays excluded from CXM KPI Calculations 2026
Here you'll find the national holidays excluded from Customer Experience Model KPI calculations 2026 for each market.
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Where to find and how to read your CXM reports
As a Connected Retail partner you’ll learn where to find the reports and how to deep-dive on your CXM performance, whether you have a single store or multiple stores on Zalando.
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Introduction to the Customer Experience Model (CXM)
The Customer Experience Model (CXM) is a monitoring tool to evaluate and steer partners’ performance on a country level, in order to ensure that Zalando consistently delivers a best-in-class shopping experience to all customers.
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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.
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Your Customer Experience Model KPI targets
A guide to your Customer Experience Model (CXM) KPI targets and the new logistics target adjustments effective 1 July 2026.
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Important updates about your CXM KPIs
Here you'll find the latest updates about anything affecting your CXM KPIs
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How to request reactivation
What does it mean to be deactivated and how you can request a reactivation.
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Reimbursement on Target (RoT) KPI: Definition and best practices
Learn how we calculate this Customer Experience Model KPI to maintain high service standards and avoid low visibility.
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Delivery on Target (DoT) KPI: Definition and best practices
A detailed look at the Delivery on target CKM KPI, how it's calculated and what you can do to improve it.
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Cancellation rate KPI - Connected Retail
A detailed look at the Cancellation rate CXM KPI.
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Understand and improve your Customer Care Case Order Rate
Your guide to the Customer Care Case Order Rate (COR) KPI, mastering its calculation, and taking action to improve your service performance.
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National holidays excluded from CXM KPI Calculations 2025 - Connected Retail
Here you'll find the national holidays excluded from CXM KPI calculations 2025 for each market.
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Your historical CXM performance file - Connected Retail
What is the historical performance file, and how to read the report.
Quality Assurance
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Quality Assurance Manual
The Quality Assurance Manual (QAM) includes the latest regulatory and product compliance requirements for the EU and respective markets, ensuring safe and high-quality articles for our customers.
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Order Quality Assurance requirements
In Q1 2024, Zalando rolled out quality checks by means of test orders for Connected Retail partners in order to review their ongoing compliance with the established Order Quality Assurance requirements. Below you will find the current list.
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Order Quality Assurance FAQs
Find all the most frequently asked questions about QA requirements answered below.
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Order Quality Assurance requirements explained
Here you'll find the Order QA requirements with more details and examples.