Analyse performance

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?

Here you'll find a summary of what can happen if you either meet or miss each CXM KPI threshold.

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

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

National Holidays Excluded from CXM KPI Calculations 2025

Here you'll find the national holidays excluded from CXM KPI calculations 2025 for each market.

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.

Order Quality Assurance FAQs

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

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.

Welcome to the Analytics module on zDirect

The Analytics module on zDirect will help you grow your Partner Program business.

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.

Sales performance feature on zDirect

The Sales performance feature is designed to give you detailed insights into your performance across articles, article types and markets in which you sell on Zalando.

zDirect glossary

Here you'll find a glossary to help you with all the terms specific to Zalando. These terms can be found throughout zDirect and especially in the parts of the portal concerned with creation and management of articles.

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.