's Scorecard

Current Level:

Cycle Start Date:

Cycle End Date:

• 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%
  Invalid Tracking Rate	The rate at which orders are given tracking numbers that show movement before the order is placed, arrive at the incorrect destination, or use a carrier that Groupon does not support.		<5%
  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