This guide helps you identify what is affecting your quality indicators, collect the data needed to analyse the situation and prepare a specific, measurable action plan.
The aim is to help you address the causes affecting the customer experience, review the plan with your account manager and monitor the results.
- Understand what each indicator measures
- Collect the necessary data
- Identify patterns in the results
- Analyse incidents from the period
- Identify the root cause
- Define specific, measurable actions
- Document the action plan
- Review and monitor the plan with your account manager
- Use the plan if your shop is suspended
- Summary
Before preparing the plan, distinguish the indicators that measure the customer experience from the metrics included in the automated MQC control.
- NPS: measures customer satisfaction after receiving an order.
- Delivery efficiency: measures the percentage of orders delivered on or before the promised date.
- MQC: automatically monitors certain operational metrics and may suspend the shop when the configured limits are reached.
Shop operations may affect NPS. Delays, incidents, missing tracking information or poor communication may result in a worse customer experience.
| NPS level | Requirement | What it means |
|---|---|---|
| Minimum required quality level | NPS equal to or above 65% | A lower result indicates that you must take action to improve the customer experience. |
| Expert Seller | NPS equal to or above 68% for 30 consecutive days | You must also meet the required operational metrics at the same time. |
| Quality bonus | NPS equal to or above 72% for 30 consecutive days | Automatic reduction in the commissions applied to your sales, which may help improve your profitability. |
To avoid MQC warnings, use the following values as a reference:
| Indicator | Recommended reference |
|---|---|
| Delivery efficiency | Equal to or above 90% |
| Acceptance rate | Equal to or above 99% |
| Incident rate | Below 4% |
| Tracking rate | Equal to or above 91% |
| Acceptance time | Below 20 hours |
| Response time | Below 20 hours |
See how these indicators and their limits are calculated in NPS and delivery efficiency and Automated quality criteria.
Use data from the same period so that you can relate the results to specific orders, deliveries and incidents.
Collect the following sources:
- Weekly NPS report: includes yearly, quarterly, monthly and weekly results, the number of surveys and customer comments.
- 2026 NPS score history: request it from your account manager. It includes the order number, date, score and customer comment.
- Weekly delivery efficiency report: identifies orders delivered late or without delivery information.
- Mirakl Quality Control dashboard: shows the status of the metrics monitored by MQC.
- Incident list: download the open and closed incidents from the period you are analysing.
Do not analyse each rating or incident separately. Group cases together to identify repeated problems.
Check whether negative results are concentrated in:
- A specific period or campaign.
- A sales channel or country.
- A particular delivery area.
- A specific carrier.
- A product, brand or category.
- A recurring type of incident.
- Orders with delays or invalid tracking.
- Cases with long response times.
- Customer comments that repeatedly mention the same problem.
Record how many orders are affected and what percentage they represent of the total for the period.
- Go to Customer service > Incidents in Mirakl.
- Select the same period used to analyse NPS and delivery efficiency.
- Include both open and closed incidents.
- Download the complete list.
- Classify each case according to its cause.
Start by reviewing the cases that generally cause the greatest dissatisfaction:
- Order not received.
- Damaged product.
- Incorrect or incomplete item.
- Product not working.
- Replacement or repair requests.
Also review:
- Returns.
- Pending refunds.
- Enquiries answered late.
- Invoice-related problems.
- Administrative procedures that caused friction.
The root cause is the reason that created the problem. It should not be confused with the consequence.
For each problem, answer:
- What happened?
- When did it happen and how many orders were affected?
- Why did it happen?
- Which process or control failed?
- Could it happen again?
- What evidence confirms the cause?
Avoid: general explanations such as “transport problems” or “human error”. Specify what happened and which part of the process needs to change.
Each action must state:
- What you are going to do.
- Who is responsible.
- When it must be completed.
- Which indicator will be used to measure the result.
- The initial value.
- The objective you want to achieve.
- What evidence will show that the action has been implemented.
- When the result will be reviewed.
Use a common structure for all actions in the plan:
| Field | What to include |
|---|---|
| Problem identified | Affected indicator, period and order volume. |
| Evidence | NPS, delivery, incident, order or customer-comment data. |
| Root cause | Specific reason that caused the problem. |
| Corrective action | Immediate action to correct the current situation. |
| Preventive action | Change that will prevent the problem from recurring. |
| Responsible person | Person or team responsible for carrying out the action. |
| Deadline | Specific date by which the action must be completed. |
| Metric and objective | Initial value, measurable objective and deadline for achieving it. |
| Result | Value obtained during each review and evidence of improvement. |
- Prepare an initial draft based on the data analysed.
- Ask your account manager to review the causes, actions and objectives.
- Correct any points that are too general or cannot be measured.
- Set a monitoring frequency, preferably weekly.
- Update the plan with the results obtained and the next steps.
If MQC suspends your shop, you will receive an automatic message containing a link to the reopening request form.
Use the plan prepared with this guide as the basis for completing the action-plan section of the form.
- Explain the root cause of the metric that triggered the suspension.
- Include corrective and preventive actions.
- State the responsible people, dates, objectives and monitoring metrics.
- Provide specific information based on your shop's data.
The suspension has a minimum duration of 2 weeks. The shop is not automatically reactivated when this period ends, and payments remain blocked while the shop is suspended.
While the shop is suspended, you must continue to manage orders that have already been accepted and any open incidents.
See the complete process in My account is suspended, what should I do?.
- Analyse NPS, delivery efficiency, MQC metrics and incidents from the same period.
- Request the 2026 NPS score history from your account manager.
- Download open and closed incidents from Mirakl.
- Group orders to identify patterns and recurring problems.
- Distinguish the observed problem from its root cause.
- Define actions with responsible people, dates, objectives and metrics.
- Review the plan with your account manager and update it weekly.
- If your shop is suspended, use the plan to complete the reopening form.
- Sending the plan through another channel does not replace the form submission.