Analyse performance
Learn about how to analyse your performance, using the CXM KPIs, Quality Assurance requirements and zDirect analytics.
Customer Experience Model
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
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.
CXM KPI targets
An overview of the CKM KPI targets
National holidays excluded from CXM KPI calculations 2024
Here you will find the dates that will not be included in any CXM calculations for each market.
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)
A detailed look at the Reimbursement on target CKM KPI.
Delivery on Target (DoT)
A detailed look at the Delivery on target CKM KPI, how it's calculated and what you can do to improve it.
Tracking coverage KPI
A detailed look at the Tracking coverage CKM KPI.
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.
Quality Assurance
Order Quality Assurance (QA) 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 (QA) 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
his 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
The Analytics module on zDirect will help you grow your Partner Program business.
Customers tool in the Analytics module
The Customers tool is available in the Analytics module in zDirect. This tool gives you insights into 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 - Article performance
This is a glossary of the KPIs to monitor when looking at your articles' performance.
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 widgets
Category widgets: track your stellar performers and slow sellers on zDirect.
zDirect dashboard: Usage and metrics
This dashboard is a visual representation of your key performance indicators (KPIs). This guide will tackle the “what, where and how” questions you may have when using these tools.