In this article, we explain what NPS and delivery efficiency are, how they are calculated and what requirements you must meet to maintain the Marketplace quality standards.
- Which quality indicators are reviewed
- What NPS is
- How NPS is calculated
- Where to check your NPS
- Minimum required NPS and consequences
- Expert Seller badge
- Quality bonus
- What delivery efficiency is
- Where to check your delivery efficiency
- What to do if your indicators drop
- Summary
To measure service quality, PcComponentes Marketplace reviews different indicators related to the customer experience.
- NPS: measures customer satisfaction after receiving the order.
- Delivery efficiency: measures whether orders arrive on or before the delivery date promised to the customer.
Maintaining good delivery efficiency helps improve the customer experience and increases the chances of receiving better NPS ratings.
NPS, or Net Promoter Score, is an indicator that measures customer satisfaction based on the surveys customers receive after completing their orders.
The survey is sent to the customer a few hours after the delivery confirmation is received from the carrier.
This evaluation system applies both to sales made by Marketplace sellers and to sales managed directly by PcComponentes.
In the survey, the customer rates their experience from 0 to 10. Based on the score, each response is classified as follows:
- Promoters, 9-10: satisfied customers who are likely to buy again or recommend the experience.
- Passives, 7-8: satisfied customers, but without an active recommendation.
- Detractors, 0-6: dissatisfied customers or customers with a negative experience.
NPS = % Promoters - % Detractors
Each week, you will receive an internal message in Mirakl with the subject Weekly NPS report.
This report may include information such as:
- Year-to-date NPS.
- Quarterly NPS.
- Monthly NPS.
- Weekly NPS.
- Number of surveys received.
- Orders rated during the week.
- Customer comments, if any.
- Channel or country to which the information applies.
Use this report to identify orders with negative ratings, review comments and define improvement actions.
To continue operating on PcComponentes Marketplace, you must maintain an NPS equal to or above 65%.
If your shop falls below this threshold, the account may be temporarily suspended and payments will be automatically blocked.
To request reactivation, you must submit an action plan detailing the measures you will take to correct the issues detected and improve the customer experience.
Although the minimum required level is 65%, the quality target for sellers is to reach an NPS equal to or above 68%.
Shops that maintain an NPS equal to or above 68% continuously for at least 30 days will automatically receive the Expert Seller badge.
This badge is visible to customers and helps strengthen trust in the shop.
As recognition for sellers that consistently provide excellent service, shops that maintain an NPS equal to or above 72% for at least 30 consecutive days will automatically receive a 1% reduction in their commissions.
Delivery efficiency, also referred to as delivery compliance, measures whether orders arrive on or before the delivery date promised to the customer.
The Marketplace minimum target is to maintain delivery efficiency equal to or above 90%.
Pending orders or orders without delivery confirmation are not included in the percentage.
Each week, you will receive a delivery compliance report with information for the channels or countries where you sell.
This report may include:
- Weekly percentage of orders delivered on time.
- Summary by channel or country.
- Trend by week, month, quarter and year.
- Late orders, if any.
- Reminder of the minimum delivery efficiency target.
- Your account manager’s contact.
Review this report to detect possible issues in deliveries, carriers, delivery time settings or order management.
If your NPS or delivery efficiency drops, review the weekly reports to identify the source of the problem.
- Review orders with negative ratings.
- Check customer comments.
- Identify orders delivered late.
- Check whether there are repeated issues with stock, preparation or transport.
- Review whether your delivery times are correctly configured.
- Strengthen customer communication when incidents occur.
- Minimum required NPS: you must maintain an NPS equal to or above 65%.
- Expert Seller: obtained with an NPS equal to or above 68% for at least 30 days.
- Quality bonus: obtained with an NPS equal to or above 72% for 30 consecutive days.
- Minimum delivery efficiency: you must maintain delivery efficiency equal to or above 90%.
- Weekly reports: you will receive regular information about NPS and delivery compliance.
- If your indicators drop: review the reports and contact your account manager to define improvement actions.