Percentage of shipments delivered on time within the delivery time defined by Zalando (in working days per country). DoT is essentially your delivery reliability signal.
Account Health
Zalando CXM metrics under control: ensuring visibility, stabilizing sales
If your performance on Zalando suddenly drops, it's not always because of the product range or budget. Often, the trigger is operational: CXM metrics that are below target values – and can therefore lead to lower visibility.
We advise brands on how to properly understand CXM, prioritize the right levers, and continuously monitor CXM performance—including integration into our monitoring and BI systems.
Why CXM is a performance issue at Zalando
Zalando controls the visibility of partner items using, among other things, the Customer Experience Model (CXM). If you do not meet CXM targets, this can lead to downsizing ("low visibility") or deactivation in individual markets.
As a Zalando agency, we advise on CXM processes and integrate ongoing monitoring into our Monitoring & BI – so you can see deviations early on, rather than only when they affect sales.
When CXM metrics are not met, we typically see these effects (often first in individual countries/channels):
- Reduced visibility
- Less organic momentum
- Poorer campaign efficiency
- Higher operating costs
Typical CXM metrics you shouldn't ignore
Depending on the setup and market, different metrics may be relevant. In practice, we see these fields in particular as frequent drivers of problems. If your rate for these metrics falls below Zalando's expected values, this will affect your visibility.
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Percentage of items sold that are canceled by you as a partner. High values are often caused by inventory errors, incorrect availability, or process problems—and signal to Zalando that your "offer is unreliable."
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Percentage of returns/orders that are refunded "on time" within the deadlines defined by Zalando (per country in working days). RoT assesses how reliable and fast you are in the returns/refund process.
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Percentage of shipments for which you provide Zalando with accurate tracking information (delivery and return). TC is a "transparency and process quality" signal: without accurate tracking, the customer experience suffers and Zalando is less able to control its processes.
Our approach: Understanding, stabilizing, and continuously monitoring CXM
We don't help you with "more reports," but with a setup that facilitates decision-making and makes risks visible earlier.
We monitor low visibility in our BI system so that you can see in which countries your CXM metrics fluctuate and performance suffers from low visibility. This allows you to identify trends early on and take countermeasures before visibility and sales take a nosedive.
For whom this is particularly relevant:
- Brands with international expansion (multiple countries/channels, greater complexity)
- Teams with strong sale/drop business (short time windows, high sensitivity)
- Setups with multiple warehouses/carriers or frequent inventory movements
- Brands that want to scale PPC but first need stability in operations
Frequently Asked Questions
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You can increase traffic in the short term. However, if the cause is CXM-driven, PPC often remains inefficient. It makes sense to stabilize CXM first, then scale PPC cleanly.
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No. CXM is an ongoing management issue—especially during peaks, drops, international rollouts, or process changes. That's exactly why monitoring is so valuable.