- Local & global score explained
Global score
Global score is your main SPR score (the score you had until now, nothing is changed in this score).
calculation: all tickets/ all order items in the past 35days*When you sell above 100 order items in the past 35days across markets, global score will influence your Buybox.
Local score
Local score serves as a breakdown of the global score based the data from specific markets.
This allows you to have more insights and finetune your approach based on local customer needs.calculation: tickets/order items, only from the specific market in the past 35days
*When you sell above 100 order items in the past 35days in the specific markets, local score will influence your Buybox for this country. If you do not sell above 100 order items, you global score will be used to calculate Buybox in this market.
Performance alerts:
When the global score is in a red area, performance alert will be triggered eg. mid term defect rate.
If on global level the score is good, no performance alert will be sent, even if a score in some local markets are in the red area (eg. mid term defect rate).
- Global approach to alerts:
If your overall score is red (eg. defect rate) and majority of your markets are affected by the low score, the warning and action steps will be sent for the whole account. If there will be no improvement, end result will be a suspension of the whole account.
(This approach was in place until now → no changes). Local approach to alerts:
If your overall score is red (eg. defect rate) and only minority of your markets are affected by the low score, you will get a warning and action steps only for the affected markets. If there will be no improvement, end result will be a suspension of that specific market/markets. (This is new approach → you will be still able to continue selling in the good performing markets)
- Global approach to alerts:
- What is new in the dashboards
Local filter (new feature)
(link will be added soon)
On the top of the main performance dashboards, you can now select either your main score (global score) or you can drill down to specific market to see your local score for this market.
example from the dashboard
Additional Insights Dashboard
(link will be added soon)
The Additional insights dashboard includes more information on the delivery, NPS as well as on the customer satisfaction measured by CSAT score. Please find more details below:
Delivery
- You can find insights for share of on-time delivery, and delivery overdues.
- You should aim for >80% shipments to be delivered on time.
example from the dashboard
NPS
- The NPS score value comes from a customer survey, that is sent 21 days after the order date of the device.
example from the dashboard
CSAT
Customer Satisfaction Score (CSAT) data is based on reviews of customer who opened a ticket. This score is given on how they felt about the customer service provided to them.
They give a rating on 4 questions, you can find the meaning of the CSAT categories below:
- Effort (“It was easy for me to solve my request”)
- Resolution Time (“Overall, my request was resolved quickly”)
- Response Time (“I received fast responses to my questions”)
- Helpfulness/Friendliness (“The customer support was friendly and helpful”)
*CSAT is only sent to customers who have opened a ticket. Please note that the CSAT is currently not influencing your performance score and serves to give additional insights on customer service.
example from the dashboard