About customer experience testing (France only)
All new Shopping Actions stores go through an operational performance test to confirm you’re providing an excellent customer experience that meets our policies and standards for Shopping Actions. This is known as customer experience testing, or CXT.
This article explains how CXT works and what you can expect from the process.
How it works
After your store is live on Shopping Actions, Google will, for up to 30 days, limit the number of orders you can receive to 5 orders per day.
During this initial phase, Google will monitor your operational performance to make sure it follows all applicable policies and that it creates an excellent customer experience. If you have sufficient order volume (20 orders within the first 30 days) Google will evaluate the following:
- Item defect rate (IDR): Your IDR must be lower than 8%
- Shipping defect rate (SDR): Your SDR must be lower than 12%
Item defect rate: The percentage of items that were cancelled by you, or cancelled by Google because they have not been shipped within the provided handling time. A product receives a negative rating when the order was not shipped on time, or an incorrect item was shipped. Here are the following negative ratings that a merchant can receive:
- Items with merchant-initiated cancellations
- Items cancelled by Google because they were not shipped within the provided handling time
- If an order has 5 items and all of them are delivered to the customer, then that order will have 0 item defects (item defect rate will be 0%).
- If an order has 5 items and if 2 are cancelled by the merchant, and the remaining 3 are delivered to the customer, the order will have 2 item defects (item defect rate will be 40%).
- If an order has 5 items and 2 are cancelled by the customer before they’re fulfilled, and the remaining 3 are delivered to the customer, the order will have 0 item defects (item defect rate will be 0%).
- Shipping defect rate: The percentage of items that were delivered late or for which tracking information was missing. Maximum handling time is 4 days. Here are some examples of shipping defect rates:
- Late delivery:
- Shipped late and delivered late
- Shipped on time and delivered late
- Tracking number issues:
- Missing tracking information
- Incorrect tracking numbers
- Used tracking numbers
- Duplicate tracking numbers
- No carrier scan
- If an order has 5 items and all of them are delivered to the customer before the original deliver-by date, then that order will have 0 shipment defects (the shipping defect rate will be 0%).
- If an order has 5 items and:
- Item 1 was shipped on-time and delivered late (this is a defect)
- Item 2 was shipped late and delivered on-time (this is not a defect)
- Item 3 was shipped on-time and delivered on-time (this is not a defect)
- Item 4 was not marked as shipped by the deliver-by date (this is a defect)
- Item 5 was not marked as delivered by the deliver-by date (this is a defect)
- The resulting shipping defect rate will be 60%.
Google agents may place orders with your store to make sure there is enough data for robust analysis.
If your store fails the check, and poor operational performance significantly affects the user experience the daily order cap will remain beyond the initial 30 day phase, and your store may be suspended. If there are no issues identified following these checks, the restriction on order volumes will be removed.
How CXT metrics are calculated
All metrics take into account orders that were scheduled to be delivered in the reporting period at time of order.