Definitions of Key Performance Indicators (KPIs)
We're committed to providing each customer with a consistent and exceptional shopping experience, whether they purchase a Best Buy product or a third-party Best Buy Marketplace product. For that reason, we measure a range of Key Performance Indicators (KPIs) and metrics to help maintain consistency and support your success as a seller.
By leveraging these insights, you can gain a better understanding of your performance, allowing you to make necessary improvements that can result in increased sales and ultimately, happier customers. Below, you'll find definitions for each of these essential metrics and KPIs.
You can see where your store stands for each metric in the Quality Control section at the bottom of the Dashboard page in Mirakl, as well as suspension criteria. If your store is at risk of suspension for any criteria, there will be an alert at the top of your Mirakl dashboard. We’ll notify you of any changes to Quality Control requirements. Best Buy reserves the right to suspend a store at any time.
| KPI | Definition |
|---|---|
| Acceptance Rate | The percentage of orders you accept and commit to processing when customers purchase your products on Best Buy Marketplace |
| Acceptance Time | The average time elapsed from when an order is sent to the store account and when it's accepted |
| Incident Rate | The percentage of order lines with an incident compared to your total order lines |
| Late Shipment Rate | The number of orders shipped later than the shipping deadline, divided by the total orders |
| Number of Auto-Rejected Orders | The number of consecutive orders automatically rejected |
| Refund Rate | The number of orders lines with at least one refund divided by the total number of accepted order lines |
| Response Time | The average time in which a store account responds to a customer's order-related message |
| Return Rate | The number of order lines with at least one return divided by the total number of order lines |
| Tracking Rate | Percentage of orders with valid tracking information |
| Cancellation Rate | The percentage of accepted order lines with at least one cancellation compared to your total order lines |