ChannelEngine: marketplace KPIs

About this article

This article describes ChannelEngine's marketplace KPIs feature, how to enable it, how to use it, and more.

Table of contents

Introduction

Prerequisites

Setup

Breakdown

• Amazon
• bol

FAQs

Introduction

ChannelEngine's marketplace KPIs feature allows you to check your performance across several indicators of a marketplace. These metrics can be visualized directly on ChannelEngine, providing you with an easy way to identify areas that require improvement.

The metrics vary depending on the marketplace, and currently they are only available on Amazon v3 and bol.

Setup

To use marketplace KPIs on ChannelEngine:

1. From the left-hand side menu, go to Statistics, Marketplace KPIs.
2. Select a marketplace.
3. Choose the desired week and month from the picker. You can now view your performance metrics per day of the week.
4. If the target value is available, compare your metrics against the target value on the right. Ideally, your values should approximate the targets. ChannelEngine highlights values in red if they are out of range, and you can hover your cursor over them to check the deviation.

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

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.

Breakdown

This is a breakdown of the available marketplace KPIs, along with their definitions.

Amazon

Amazon tracks a number of performance metrics. The better you perform on them, the more chance you have 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 the quality of service, bol measures a number of 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 their Partner Platform.

Overall ratings

• Retailer rating - reflects customer ratings and reviews in the last three months.
• Product information rating - evaluates the quality of your product content.
• Delivery time rating - evaluates promptness of product delivery.
• Shipping rating - evaluates the accuracy and quality of shipping details provided.
• Service rating - reflects 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.

FAQs

How often does ChannelEngine import performance metrics from marketplaces?

ChannelEngine runs a scheduled task to import marketplace KPIs once a 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 it, the person who receives it lands on the correct period of the correct marketplace.