I Fell into the Red Zone -- What Should I Do? (MCEP)

I Fell into the Red Zone -- What Should I Do?

Improvement is the #1 goal of the Quarterly Merchant Customer Experience Performance Review. Below are links to support articles, that when utilized, will help you improve in the areas you may struggle in.

Are you looking to improve your ratings and reviews score? Check out these 5 tips for how to improve your average product ratings on Groupon. Additionally, you can find other ratings and reviews support articles here, which explain the ratings and reviews policies, how ratings and reviews are collected, etc.

Are you looking to improve your merchant CSAT score? Check out our Customer Care Support articles. There you will find the customer ticketing guide, best practices for “acceptable” and “unacceptable” responses to customer tickets, etc.

Are you looking to improve your shipping performance score? Check out our SLA Standards for Merchant Performance.

Additional takeaways: Regularly reviewing your performance metrics is the best way to maintain good, consistent performance and catch any potential issues early on. You can check your Weekly Performance Scorecard to achieve this. Should you like to request additional data to isolate exactly where your performance is suffering please fill out the “MCEP Info Request Form” and Groupon’s Operations Team can help to provide that information.

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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%

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%

I Fell into the Red Zone -- What Should I Do? (MCEP)

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