This article explains what NPS and delivery efficiency are, how they are calculated and where you can check your results.
These indicators help identify opportunities for improvement related to customer satisfaction and compliance with promised delivery dates.
- Which quality indicators are reviewed
- What NPS is and how it is calculated
- Where to check your NPS
- Quality levels related to NPS
- What delivery efficiency is
- How delivery efficiency is calculated
- Where to check your delivery efficiency
- What to do if your indicators decrease
- Relationship with Mirakl MQC
- Summary
PcComponentes Marketplace reviews different indicators related to the customer experience and order management:
- NPS: measures customer satisfaction after receiving an order.
- Delivery efficiency: measures whether orders arrive on or before the date promised to the customer.
- Operational metrics: include indicators such as order acceptance, late shipments, incidents, tracking, acceptance time and response time.
Some operational metrics are included in the automated MQC control. Others are used in different quality controls, programmes or requirements.
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 their orders 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 have had an experience that could be improved or a negative experience.
Passive customers are not counted as promoters or detractors, but they are included in the total number of responses used to calculate the result.
When your shop has received ratings during the week, you will receive an internal Mirakl message with the subject Weekly NPS report.
The report is only sent when ratings exist for the period and may include:
- Year-to-date NPS.
- Quarterly NPS.
- Monthly NPS.
- Weekly NPS.
- Number of surveys received.
- Orders rated during the week.
- Customer comments, where available.
- The sales channel or country to which the information applies.
You can check the report in messages sent by PcComponentes as operator or in all Mirakl messages.
| Level | Requirement | What it means |
|---|---|---|
| Minimum required quality level | NPS equal to or above 65% | A lower result indicates that the shop is not meeting the minimum required quality level and must take improvement action. |
| Expert Seller | NPS equal to or above 68% for at least 30 consecutive days | The required operational metrics must also be met at the same time. |
| Quality bonus | NPS equal to or above 72% for at least 30 consecutive days | Automatic reduction in the commissions applied to your sales, which may help improve your profitability. |
To review all badge requirements, see Expert Seller.
Delivery efficiency, also called 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 containing 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 has passed.
- A reminder of the minimum required level of 90%.
- Your account manager's contact details.
If your NPS or delivery efficiency is below the required level, review data from the same period to link ratings with orders, deliveries and incidents.
Check in particular whether negative results are concentrated in:
- A specific period or campaign.
- A product, brand or category.
- A delivery area.
- A particular carrier.
- Orders delivered late or without delivery information.
- A recurring type of incident.
- Cases involving insufficient or late communication.
You can also request the complete 2026 NPS score history by order from your account manager. This report allows you to link each rating to the order number, date, score and customer comment.
To perform a complete diagnosis and prepare specific, measurable actions, see How to improve your quality indicators and prepare an action plan.
NPS and delivery efficiency do not automatically suspend the shop.
Automatic suspensions and payment blocking only apply when a metric reaches one of the limits defined in Mirakl MQC.
Improving your operation may benefit both NPS and the metrics monitored by MQC, as delays, stock problems, incidents, incorrect tracking or long response times may share the same causes.
See how these controls work and their consequences in Automated quality criteria.
- NPS: measures customer satisfaction after receiving an order.
- Minimum required quality level: NPS equal to or above 65%.
- Expert Seller: NPS equal to or above 68% for 30 consecutive days and simultaneous compliance with the operational metrics.
- Quality bonus: NPS equal to or above 72% for 30 consecutive days.
- Delivery efficiency: must be equal to or above 90%.
- Suspensions: a low NPS or delivery efficiency result does not automatically suspend the shop or block payments.
- MQC: automatic suspensions and payment blocking depend exclusively on the limits configured in Mirakl.
- Improvement plan: if your results decrease, analyse the causes, define measurable actions and review the plan with your account manager.