Analyse performance

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.

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.

CXM KPI targets

An overview of the CXM KPI targets.

Important updates about your CXM KPIs

Here you'll find the latest updates about anything affecting your CXM KPIs

National holidays excluded from CXM KPI calculations 2024 - Connected Retail

Here you will find the dates that will not be included in any CXM calculations for each market.

How to request reactivation

What does it mean to be deactivated and how you can request a reactivation.

Reimbursement on Target (RoT) - Connected Retail

A detailed look at the Reimbursement on target CKM KPI.

Delivery on Target (DoT) - Connected Retail

A detailed look at the Delivery on target CKM KPI.

Cancellation rate KPI - Connected Retail

A detailed look at the Cancellation rate CXM KPI.

What is the Customer Care Case Order Rate (CuCa COR) KPI and how can you improve it?

In this article you’ll find some recommendations to evaluate and improve your performance on the Customer Care Case Order Rate (CuCa COR) KPI.

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.

Your historical CXM performance file - Connected Retail

What is the historical performance file, and how to read the report.

Connected Retail: Quality Assurance manual

The purpose of the Quality Assurance manual is to ensure that all product safety and product quality requirements are clearly communicated, understood and adhered to by all partners to our mutual advantage.

CR Order Quality Assurance (QA) 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.

Order Quality Assurance FAQs

Find all the most frequently asked questions about QA requirements answered below.

Order Quality Assurance (QA) requirements explained

Here you'll find the Order QA requirements with more details and examples.