's Scorecard
Metrics are update by 10AM CST on weekdays
-
Metric |
Description |
Score |
Goal |
Overall Performance |
Overall Scorecard Health |
|
100% |
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. |
|
>98% |
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. |
|
>97% |
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. |
|
<0.5% |
Return Rate |
The rate at which successfully placed orders are returned/refunded after tracking has been uploaded. |
|
<0.5% |
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% |
-
Related Articles
Understanding Merchant Graduation
Understanding your Merchant Scorecard
How Scorecard Impacts Merchant Graduation
SLA Standards for Merchant Performance