Short answer: Download the free Excel scorecard below. It lists three to five KPIs for each common e-commerce role, with an example target and whether higher or lower is better. Enter each week's result and the sheet shows the four-week average and whether the KPI is on track.
What it looks like
| Role | KPI | Example target | Better when |
|---|---|---|---|
| Listings | Listings published | 25 per week | Higher |
| Listings | Listings with errors | 2 count | Lower |
| Listings | Hours to fix a suppressed listing | 24 hours | Lower |
| Order processing | Orders shipped within handling time | 98 % | Higher |
| Order processing | Valid tracking rate (Amazon target: above 95%) | 95 % | Higher |
| Order processing | Late shipments | 0 count | Lower |
| Customer service | Buyer messages answered within 24 hours | 95 % | Higher |
| Customer service | Open cases at end of shift | 3 count | Lower |
| Product research | Products researched | 40 per week | Higher |
| Product research | Share passing margin and restriction checks | 20 % | Higher |
| Account health | Notifications reviewed the same day | 100 % | Higher |
| Account health | Open issues older than 3 days | 0 count | Lower |
What is included
- Listings, order processing, customer service, research and account health
- Higher-is-better and lower-is-better KPIs
- Four-week average
- Automatic On track / Needs attention status
- Empty rows for your own KPIs
How to use it
- Keep the roles you use and delete the rest. Add your own KPIs in the empty rows.
- Replace the example targets with your own, and check the "Better when" column (higher or lower).
- Each week, enter the result for weeks 1 to 4.
- Review the average and status once a week with each person. Change one thing at a time when a KPI needs attention.
Download
Excel (.xlsx). Free to use, change and share.
Related
- How to Manage an Amazon VA Team: KPIs, Check-ins, Time
- Team Monitoring
- Amazon Account Health Metrics, Explained
Link to this template
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