Goods Marketplace ratings and reviews surveys are generally sent to customers two days after a product is delivered. Typically we can expect to receive a survey from customers 7-10 days after purchase. All collected ratings and reviews are from verified Groupon customers and purchases.
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's Scorecard
Metrics are update by 10AM CST on weekdays
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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% -
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