Your Service-Performance – General information
In the Performance section of the Seller University, you will find an overview and useful explanations of the most common Kaufland Global Marketplace key performance indicators (KPIs). These KPIs are crucial in terms of customer satisfaction and for increasing your sales. That is why it’s important to analyse your KPIs regularly and take measures to optimise them when needed.
Please note that each order unit is always taken into consideration individually when calculating the service KPIs.
For example: For an order with 10 items, all 10 items are included in the rate as a single order unit.
If you save more than one shipment number for an order unit, we will always use the latest shipping information delivered for the order unit in our system.
If your previous week’s seller performance was below the specified requirements per sales channel for at least one KPI, you will receive an e-mail in the even calendar weeks with an overview of your current service performance per sales channel. In addition, the current warning level of your seller performance is displayed above the “To be processed” list in your performance dashboard in the Seller Portal.
You can find detailed information on the warning levels in the Overview of warning levels and corresponding measures table below.
The relevant key figures are:
- Late and early delivery rates
- Adjusted seller-related ticket rate
- Ticket reaction time
- Number of overdue orders
To download the reports for individual performance indicators, navigate to the Reports area in your Seller Portal and click on Customer satisfaction and shipping performance.
Depending on the development and the status of your indicators, Kaufland Global Marketplace will recommend various optimisation measures to avoid, among other outcomes, your offers being hidden. Find the warning levels as well as the resulting measures by referring to the table below.
Overview of warning levels and corresponding measures
Warning level 1 – Information
- Your performance indicator does not meet the marketplace target value.
- You are not required to provide a response.
- Please take appropriate measures to improve your performance.
Warning level 2 – Offers at risk of being hidden
- You have already been informed by the marketplace that your performance indicator is inadequate.
- Warning that the offers of the sales channel in question are at risk of being hiding (see Warning level 3)
- Take immediate concrete steps to improve this KPI.
- After you have taken the necessary measures, please contact Kaufland Global Marketplace controlling team for feedback.
Warning level 3 – Hiding of offers in review
- As your KPIs have not improved sufficiently, we are currently reviewing hiding your offers from the sales channel in question.
- You are not required to provide a response for the time being.
- The measures you have taken so far have not been sufficient to raise the service level to meet our requirements. We are therefore currently reviewing whether to hide your offers from the sales channel in question.
Warning level 4 – Offers hidden
- Unfortunately, your performance indicator has still not improved. The offers on the sales channel in question will be hidden for the time being..
- This is the final request to implement effective and long-term measures to improve your performance.
- Afterwards, you can contact the Kaufland Global Marketplace controlling team to request a review to display your offers again.