NPS and delivery efficiency

PcComponentes Marketplace reviews different indicators related to the customer experience and order management:

• NPS: measures customer satisfaction after an order has been delivered.
• Delivery efficiency: measures whether orders arrive on or before the date promised to the customer.
• Operational metrics: include order acceptance, late shipments, incidents, tracking and response time.

Good order and delivery management helps improve the customer experience and may contribute to better NPS ratings.

NPS, or Net Promoter Score, measures customer satisfaction using surveys sent after delivery of an order has been confirmed.

Surveys are sent by email from pedidos@pccomponentes.com.

Customers rate their experience from 0 to 10:

• Promoters, 9 or 10: satisfied customers who are more likely to buy again or recommend the experience.
• Passives, 7 or 8: satisfied customers who do not actively recommend the experience.
• Detractors, 0 to 6: customers who had an unsatisfactory or negative experience.

Passives are not counted as promoters or detractors, but they are included in the total number of responses used in the calculation.

When your shop receives customer ratings during the week, you will receive an internal Mirakl message with the subject Weekly NPS report.

The report is only sent for weeks in which ratings have been received.

• Year-to-date NPS.
• Quarterly NPS.
• Monthly NPS.
• Weekly NPS.
• Number of surveys received.
• Orders rated during the week.
• Customer comments, where available.
• The corresponding sales channel or country.

You can review the messages from:

• Messages sent by PcComponentes as operator
• All Mirakl messages

To review all badge requirements, see Expert Seller .

Delivery efficiency, also known as delivery compliance, measures the percentage of orders that arrive on or before the date promised to the customer.

The minimum required delivery efficiency level is 90%.

An order is considered delivered on time when delivery is confirmed on or before the date promised to the customer.

An order is considered late when:

• It is delivered after the date promised to the customer.
• It has no delivery information and the promised date has already passed.

Each week, you will receive a Weekly delivery compliance report in Mirakl with information for the sales channels or countries in which you had orders.

The report may include:

• Weekly percentage of orders delivered on time.
• Summary by sales channel or country.
• Orders delivered late.
• Orders without delivery information after the promised date.
• Reminder of the minimum required level of 90%.
• Your account manager's contact details.

If your NPS or delivery efficiency is below the required levels, review the reports to identify the cause.

• Review orders with negative ratings.
• Read customer comments.
• Identify orders delivered late.
• Review orders without delivery information after the promised date.
• Check for recurring issues related to stock, preparation or transport.
• Review your delivery time settings.
• Improve customer communication when an incident occurs.

Contact your account manager if you need help analysing your results or defining improvement measures.

NPS and delivery efficiency do not automatically suspend the shop.

Automatic suspensions and payment blocks only apply when a metric reaches one of the limits defined by Mirakl MQC.

See how these controls work in Automated quality criteria .

• NPS: measures customer satisfaction after delivery.
• Minimum quality requirement: NPS of at least 65%.
• Expert Seller: NPS of at least 68% for 30 consecutive days and simultaneous compliance with the operational metrics.
• Quality bonus: NPS of at least 72% for 30 consecutive days.
• Delivery efficiency: must be at least 90%.
• Suspensions: a low NPS or delivery efficiency result does not automatically suspend the shop or block payments.
• MQC: automatic suspensions and payment blocks depend exclusively on the limits configured in Mirakl.