1. Purpose of the Merchant Scorecard
The Mawu Africa Merchant Scorecard is a performance evaluation tool used to assess how well merchants fulfill orders for both retail and wholesale customers.
It helps:
-
Identify top-performing merchants for promotions and wholesale leads
-
Highlight areas that need improvement
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Encourage consistent, high-quality service
-
Support merchants in meeting customer expectations and growing their business
2. How Scores Are Calculated
Merchants are rated across two main performance areas with specific metrics, each carrying a weight toward the final score.
A. Order Management & Fulfillment
|
Metric |
Weight |
Max Score |
% of Total |
Definition |
|
On-Time Delivery |
0.50 |
5 |
10% |
% of orders delivered on or before agreed timeline |
|
Order Completeness |
0.50 |
5 |
10% |
Orders fulfilled with correct quantities and SKUs |
|
Communication |
0.50 |
5 |
10% |
Responsiveness, clarity, and proactivity |
|
Packaging |
0.25 |
5 |
5% |
Quality, consistency, branding, and product protection |
B. Product Excellence
|
Metric |
Weight |
Max Score |
% of Total |
Definition |
|
Product Quality |
0.50 |
5 |
10% |
Craftsmanship, finish, and material quality |
|
Product Uniqueness |
0.50 |
5 |
10% |
Originality, market appeal, and cultural value |
3. Performance Rating Scale
|
Total Score |
Rating |
Action |
Meaning |
|
2.5 |
🌟 Excellent |
Priority for promotions, wholesale leads |
Exceeds expectations |
|
1.9 |
👍 Satisfactory |
Continue assigning orders & minor coaching |
Reliable but with minor gaps |
|
1.5 |
⚠️ Needs Improvement |
Monitor, limit order size, training intervention |
Struggles with consistency |
|
1.4 |
❌ At Risk |
Warning or consider offboarding / Pause partnership, require clear improvement plan |
Fails to meet key criteria |
4. How Merchants Can Improve Their Scores
Order Management & Fulfillment
-
Use reliable transport/logistics partners to meet delivery timelines
-
Double-check order quantities and SKUs before dispatch
-
Respond promptly to Mawu Africa and customer communication
-
Invest in protective and branded packaging materials
Product Excellence
-
Maintain consistent craftsmanship and quality control
-
Use durable and authentic materials
-
Keep designs unique while considering market trends
-
Highlight cultural heritage in products for stronger appeal