How would you measure the success of Back Market's refurbished smartphone sales program?

Introduction

Measuring the success of Back Market's refurbished smartphone sales program requires a comprehensive approach that considers multiple stakeholders and metrics. To effectively evaluate this product success metrics problem, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Back Market's refurbished smartphone sales program is a marketplace platform connecting buyers with certified refurbishers offering pre-owned smartphones. The key stakeholders include:

1. Buyers seeking affordable, quality smartphones
2. Refurbishers looking to sell reconditioned devices
3. Back Market, aiming to grow its business and promote sustainability
4. Original equipment manufacturers (OEMs) and new phone retailers

The user flow typically involves:

1. Browsing listings
2. Selecting a device
3. Reviewing condition and pricing
4. Purchasing
5. Receiving the device
6. Post-purchase support

This program aligns with Back Market's broader strategy of promoting circular economy principles in consumer electronics. Compared to competitors like Swappa or direct-to-consumer refurbished sales, Back Market differentiates itself through quality assurance and a wide selection.

The product is in the growth stage, with increasing adoption but still room for significant expansion in market share and geographic reach.

Hardware considerations:

• Quality control processes for refurbished devices
• Logistics for device collection and distribution
• Repair and reconditioning capabilities