Vendor KPI Handbook

Siddhrans Affiliate – Vendor Performance Measurement Guide

1. Introduction to Vendor KPIs

Vendor KPIs (Key Performance Indicators) help measure service quality, customer satisfaction, delivery efficiency, and platform compliance. They ensure vendors maintain high standards and consistent performance.

2. Key KPI Categories

• Delivery Performance
• Quality Performance
• Customer Experience
• Compliance & Reliability
• Revenue & Growth Metrics
• Affiliate Support Metrics

3. Delivery Performance KPIs

• On-Time Delivery Rate
• Average Delivery Time
• Order Accuracy Rate
These KPIs measure operational reliability and timeliness.

4. Quality Performance KPIs

• Product/Service Quality Rating
• Number of Complaints
• Return/Refund Ratio
These metrics show how well the vendor meets customer expectations.

5. Customer Experience KPIs

• Customer Satisfaction Score (CSAT)
• Resolution Time for Complaints
• Response Time for Messages
These KPIs reflect communication quality and issue resolution speed.

6. Compliance KPIs

• SLA Adherence
• Policy Compliance Score
• Documentation Accuracy
• Legal/Tax Compliance
These ensure vendors follow platform rules and legal standards.

7. Revenue & Growth KPIs

• Total Orders Processed
• Repeat Customer Rate
• Vendor Revenue Growth
• Conversion Rate from Affiliate Leads
These KPIs help track business growth and sustainability.

8. Affiliate Support KPIs

• Quality of Creative/Information Provided
• Listing Accuracy
• Affiliate Feedback Rating
• Commission Competitiveness
These help measure how well a vendor empowers affiliates.

9. KPI Scoring System (1–5 Scale)

• 1 – Poor
• 2 – Needs Improvement
• 3 – Average
• 4 – Good
• 5 – Excellent
Each KPI can be assigned a score to calculate overall vendor performance.

10. Monthly Vendor KPI Report

Each month, vendors receive a performance scorecard summarizing KPI scores, strengths & weaknesses, areas for improvement, and action recommendations.

11. Performance Improvement Framework

Vendors should review KPI trends, address weak areas, improve communication, enhance product/service quality, and offer better affiliate support.

12. Incentives for High-Performing Vendors

• Priority listing placement
• Promotional boosts
• Higher affiliate engagement
• Invitations to premium programs

13. Penalties for Low KPI Scores

• Reduced visibility
• Temporary suspension
• Removal from platform
• Additional compliance checks

14. KPI Tracking Tools

• Vendor Dashboard
• SLA Dashboard
• Performance Scorecard
• Monthly Review Reports

15. Conclusion

Vendor KPIs ensure fairness, consistency, and quality across the Siddhrans Affiliate ecosystem. High performance leads to trust, growth, and long-term success for vendors.