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Retention (Support (Exceptions process (Refund, Cancelation, Postponement)…
Retention
Support
Waiting time
X% improvement
Script
X% improvement Handling time
Minimizing calls / improve effectiveness
Exceptions process
Refund
Cancelation
Postponement
QC scripts & inspections
X% improvement
Issue tracking
VoIP / Jira
Product
Speed
X% improvement
UX
Feedback
Follow-up
BUG free
Monitoring
UP-Time
Monitoring System
CR%
Personalized features
Marketing
CRM
RP2
CR%
CPO
New Channels
RP1
Social Campaigns
Awareness
Traffic Channels
Push
X% improvement in CTR% / CR%
SMS
Social
Packaging
OPS
PP Quality
Lead-time
Pilot 0h-1h delivery time slot
On-time FF
Picking rate
Match supply demand
Match factor
QC process
Physical health + Expiry date
QC
Inspection
Packaging
Protective Bags
Stock - Availability
FF% - OOS%
Assortment health check
Delivery
On-time delivery
% in-time delivery
out of time-slot > 0%
Behaviour
Need customer feedback
Capacity growth
1500 >> 3200
Content
Accuracy
Quantity
Added info
Top critical categories
Gap with HS
Funnel activation
80% > 95%
600 new product per week
General KPIs
RP1 / RP2
Returning user traffic
Category
Offerings
CR% Returning Customers
Assortment
Health Check
Category Penetration