ChannelEngine: marketplace KPIs

About this article

This article describes the marketplace KPIs report.

Table of contents

Introduction

Supported marketplaces

Overview

Missed KPI notifications

KPIs per marketplace

• Amazon
• bol
• Walmart

FAQs

Introduction

ChannelEngine's marketplace KPIs report allows you to check your performance across several metrics on a given marketplace. Visualize these metrics directly on ChannelEngine and get a clear overview of areas for growth.

Tracking marketplace KPIs is available on select marketplaces; the trackable KPIs vary per marketplace.

Supported marketplaces

Amazon
bol
Walmart

Overview

To view your marketplace KPIs:

1. From the left-side menu, go to Statistics, Marketplace KPIs.
2. Select a marketplace.
3. Choose the desired week and month from the week picker. You can now view your performance metrics per day of the week.
4. If the target value is available, compare your metrics against Target at the end of the respective line item. Ideally, your values should approximate the target values in Target. 

ChannelEngine highlights values in red if they are out of range, and you can hover your cursor over them to check the deviation.

Missed KPI notifications

Additionally, you can choose to receive notifications for missed KPI targets. To enable missed KPI notifications:

1. Click your username in the top-right corner of the ChannelEngine interface. 
2. Go to Account settings, Notification settings.
3. Enable the Channel KPI target is missed notification by choosing the way you want to be notified – via email, the notification center, or both. For more information, check out the article ChannelEngine: how to configure notifications.

KPIs per marketplace

Below is an overview of the available marketplace KPIs per supported marketplace.

Amazon

Amazon tracks multiple performance metrics. The better you perform against them, the higher your chance to win the buy box, rank higher than your competitors, and meet Amazon's expectations.

Order defect rates

• Negative feedback rate - the percentage of orders that received negative feedback from customers.
• Negative feedback count - the number of orders that received negative feedback.
• Filed A-to-Z claim rate - the percentage of orders with the A-to-Z guarantee claim, typically filed for damaged or defective products.
• Filed A-to-Z claim count - the number of orders with the A-to-Z guarantee claim. 
• Service chargeback rate - the percentage of orders resulting in a credit card chargeback.
• Service chargeback count - the number of orders resulting in a credit card chargeback.
• Order defect rate - the percentage of orders with defective products. A product is considered defective if it received an A-to-Z claim, or a service credit card chargeback.
• Order defect count - the number of orders with defective products.

Recent customer metrics

• Pre-fulfillment cancel rate - the rate at which you cancel orders before confirming the shipment.
• Late dispatch rate - the percentage of orders shipped late.

bol

To ensure its quality of service, bol measures multiple service standards (a.k.a. performance indicators). The better you perform according to bol's service standards, the more sales you generate – and the more likely your products are to win the buy box.

Performance per week

• Cancelations - the percentage of order cancelations initiated by you.
• Delivered on time - the percentage of orders delivered within the expected timeframe.
• Response time - the percentage of customer inquiries handled within 24 working hours.
• Reviews - the average score based on the answer to 'How do you rate this seller?'.
• T&T codes - the percentage of shipments with a valid tracking code.
• Returns - the percentage of returns relative to all orders.
• Customer questions - the expected percentage of customer inquiries based on your sales. 
• Availability - the percentage of customer calls answered during working hours. I.e.: 09:00 to 17:00 CET.

To learn more about bol's performance metrics, check out the What are service standards? article on bol's partner platform.

Overall ratings

• Retailer rating - customer ratings and reviews in the last three months.
• Product information rating - the quality of your product content.
• Delivery time rating - the promptness of product delivery.
• Shipping rating - the accuracy and quality of shipping details provided.
• Service rating - the service provided by you in the last three months.
• Total review count - the total number of customer reviews received.
• Positive reviews - the percentage of positive customer reviews. 
• Negative review count - the number of negative customer reviews.

Walmart

Walmart's marketplace KPIs focus on listing quality and the quality of shipped products. To tailor improvement strategies for its sellers, Walmart segments its sellers based on their performance. 

Listing quality

• Listing quality score - an overall metric to indicate how well your listings are optimized to encourage conversions and win the buy box.
• Offer quality score - a general measure of your offers, overall.
• Content quality score - an indication that your listings are enriched with titles, images, complete attribute mappings, and true descriptions. 
• Rating review quality score - reflects the level of trust you have with buyers and affects if you win the buy box.
• Competitive price score - a measure of how competitive your prices are. An uncompetitive price reduces your chance of winning the buy box; using automated repricing can increase your score.
• Shipping score - the accuracy of the delivery timelines that you communicate to the buyer. Using simplified shipping settings or shipping templates can increase your score. 
• Transactability score - reflects how often a SKU is published and in stock. Keep your inventory synced with ChannelEngine to keep your score optimized.

Post-purchase quality

• Defect ratio - the ratio of your available items to defective items. 
• Item defect count - the number of your items with issues. 

To learn more about Walmart's performance metrics, check out the Listing quality: overview article on Walmart's Marketplace Learn platform.

FAQs

How often does ChannelEngine import performance metrics from marketplaces?
ChannelEngine runs a scheduled task to import marketplace KPIs once per day.

Can I export this data?
No, it is not possible to export the marketplace KPI data. However, the URL that refers to each marketplace and each period in time is unique. If you copy and share this sticky URL, the person who uses the URL lands on the correct time period of the given marketplace.