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Cycle Start Date:
Cycle End Date:
|Overall Performance||Overall Scorecard Health||≥80%|
|Tracking Uploaded On-Time Rate||The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.||≥93%|
|Tracking Movement On-Time Rate||The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.||≥92%|
|Cycle Time||Average time elapsed between the date an order is placed, and the date that order is marked delivered.||Days||≤6 Days|
|Customer to Merchant On-Time Response Rate||The rate at which tickets and messages created by customers receive a response within 1 business day.||≥95%|
|Cancellation Rate||The rate at which orders placed are then cancelled by the merchant prior to tracking upload.||≤1.91%|
|Return Rate||The rate at which successfully placed orders are returned/refunded.||≤2.69%|
|Customer to Groupon Contact Rate||The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.||≤1.4%|
|Customer to Merchant Contact Rate||The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.||≤3.6%|
|Customer Satisfaction Score||The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.||≥70%|