As an online marketplace merchant, it's essential to understand that targets for issue rates and performance are in place to maintain a high standard of customer experience. These targets ensure that products are delivered on time, descriptions are accurate, and customer inquiries are promptly addressed. Upholding good performance is key to meeting customer expectations, building trust, and fostering repeat business. A positive experience drives customer loyalty, while poor performance or unresolved issues can damage your reputation and affect overall marketplace success. Consistently meeting these standards helps create a reliable and enjoyable shopping experience for all.
Marketplace Targets
| Overall Issue rate | <5% |
| Missing Rate | <2% |
| Complaint Rate | <2% |
| Regret Rate | <1% |
| Other KPI's (Key Performance Indicators) | |
| Cancellation Rate | <1% |
| CSS (Customer Success Score) | >80% |
| Average Product Review | >4.0 |
Issue Rate Target: <5%
At CDON, issue rates measure the frequency of customer problems, such as product defects or delays. Maintaining a low issue rate is essential for upholding quality, customer satisfaction, and platform reputation. High issue rates can lead to dissatisfaction, reduced sales, and negative reviews. To manage this, we track key performance indicators (KPIs). Our goal is to optimize quality, sales, and customer happiness, ensuring long-term growth and trust for both buyers and sellers.
A sellers overall Performance Issue Rate is calculated based on the amount of customer tickets created for the following issue types:
Missing
Complaint
Regret
Missing Rate Target: <2%
CDON defines a Missing Shipment as "A package the customer feels they have not received". A customer can only report an item Missing once the delivery window has expired. So It's important to have an accurate delivery window for your products.
Delivering products directly impacts customer satisfaction and overall platform performance. Timely deliveries ensure that customers receive their orders as expected, which boosts trust and encourages repeat business. Late deliveries, on the other hand, lead to dissatisfaction, increased complaints, and a higher missing rate.
You can read more on how to handle Missing Errands here.
Complaint Rate Target: <2%
A low complaint rate is essential for maintaining a positive marketplace environment and ensuring high levels of customer satisfaction. When customers frequently lodge complaints, it can signal issues with product quality or transport damage. A high complaint rate can lead to reduced trust, fewer repeat customers, and lower sales.
By keeping the complaint rate low, you are fostering a more reliable and enjoyable shopping experience, encouraging customer loyalty, positive reviews, and long-term growth.
You can read more on how to handle Complaint Errands here.
Regret Rate Target: <1%
Regret errands typically refers to situations where customers regret making a purchase or completing an action, such as placing an order.
Under Swedish law, customers have specific rights when it comes to regret errands, particularly related to online shopping. This is governed by the Consumer Protection Act (Konsumentköplagen), which implements the EU’s Consumer Rights Directive. These laws provide customers with certain protections, especially when they regret their purchases.
In the event that your Regret Rate increases over a certain period of time, we recommend you to analyze the errands in more detail to understand the reason behind the customer’s decision to regret their purchase. For example, regret errands can occur when expectations are not met, whether due to product quality, misrepresentation, or changes in the customer’s circumstances.
You can read more on how to handle Regret Errands here.
Other KPI’s that measures your overall performance on CDON Marketplace
Cancellation Rate Target: <1%
The cancellation rate of orders in a marketplace refers to the percentage of orders that are canceled by the seller after being placed by the customer. This could occur for various reasons, such as stock issues or pricing errors. This rate does not include actions taken on the customer’s own request.
For sellers, a high cancellation rate may indicate operational challenges, such as poor inventory management, which can negatively impact the customer experience and the seller's reputation on the marketplace.
CSS >80%
When you as a merchant handle your customer service in Reclaimit, it is important to be service minded and solve issues that you receive in a professional and polite way. The goal is that all merchants should have a Customer Satisfaction Score (CSS) of at least 85%. Everything below that limit is considered to be a too high percentage of dissatisfied customers. If we together can create more happy customers there is an increased chance that more customers will return to show at CDON, which in turn will increase your sales.
You can read more about how to “Boost your customer satisfaction” here.
Average Product Review >4.0
Having good reviews on your products in a marketplace is crucial for building trust with potential customers and boosting sales. Positive reviews act as social proof, showing that others have had a good experience with your products and service. This can lead to higher visibility on the platform, improved customer confidence, and ultimately, more purchases.
CDON marketplace has set a target of achieving at least a 4-star review on all products. This target reflects our commitment to ensuring quality and customer satisfaction. Meeting or exceeding this goal will help you maintain a positive reputation, attract more customers, and foster long-term success on the platform.