Analyse performance
Learn about how to analyse your performance, using the CXM KPIs, Quality Assurance requirements and zDirect analytics.
Customer Experience Model
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Get to know: Customer Experience Model (Part 1)
In this video, we will introduce what the Customer experience model is, its Key Performance Indicators (KPIs) and how your CXM performance can affect your overall performance while selling on Zalando.
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 your operational performance on a country level
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.
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.
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.
Cancellation rate KPI
A detailed look at the Cancellation rate CXM KPI.
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.
Delivery on Target (DoT) KPI: Definition and best practices
A detailed look at the Delivery on target CXM KPI, how it's calculated and what you can do to improve it.
Tracking coverage KPI: Definition and best practices
Understand the calculation for your Tracking Coverage (TC) score and how to optimise performance to avoid CXM steering.
What are the possible consequences in CXM?
Learn how your CXM performance scores impact your article visibility and deactivation status on Zalando.
Quality Assurance and Customer Experience Model combination
Find out more about the Customer experience model (CXM) and Quality assurance (QA): two sides of partners' performance assessment.
Your historical CXM performance file
What is the historical performance file, and how to read the report.
How to request reactivation
Learn how to submit an improvement plan or request new test orders to get your articles back online.
National Holidays Excluded from CXM KPI Calculations 2025
Here you'll find the national holidays excluded from CXM KPI calculations 2025 for each market.
Quality Assurance
Order Quality Assurance requirements
Zalando performs random quality checks by means of test orders in order to review the ongoing compliance with the established order quality requirements. Below you will find the current list of requirements.
Order Quality Assurance requirements explained
These are the answers to frequently asked questions on each of the order QA requirements.
Manage your test order report and request
Monitor your test order reports, order quality assurance requirements and resolve low visibility states in zDirect.
How to place a test order
This article will explain what a test order is, what kinds of test orders you can perform and how they work. Further it will show you what the results of the test order mean.
zDirect Analytics
Welcome to the Analytics module on zDirect
Explore the zDirect Analytics module and track your commercial metrics, monitor stock and improve your performance.
Customers tool in the Analytics module
Gather insights about your new and repeat customers on Zalando.
Return insights on zDirect
Return insights on zDirect help you to better understand your return rates on Zalando and how to improve them.
KPI Glossary - zDirect Analytics module
This KPI Glossary includes all terms relating to features in the Analytics module on zDirect.
The Sales performance feature in zDirect
Monitor your performance, track key metrics and find new growth opportunities.
zDirect glossary
Understand key terms and metrics to help you manage your articles and sales performance in zDirect.
Category and best selling articles widgets
Get an immediate overview of your strongest and weakest categories and articles.
zDirect Home usage and metrics
Get an at-a-glance overview of your performance with key metrics and detailed dashboards on the zDirect Home page.