Etsy is retiring a seller rating feature called Customer Service Stats (CSS), a way for sellers to keep track of key customer service metrics. Launched last year, the CSS stats were initially controversial, as sellers feared Etsy would use them to affect their standings in search or would share the ratings with buyers in the future, despite Etsy’s assurances otherwise
The five criteria included in Customer Service Stats ratings were: Responding Quickly to Buyer Convos; Providing Processing Times; Meeting Your Processing Times; Marking Items as Shipped; and Providing Tracking Info – US only.
In announcing the retirement of the CSS page, Etsy said the purpose of the CSS stats had been to give sellers statistics on their shop’s customer service where it was measurable and provide tips on how to improve in those areas. “After sellers viewed their CSS, they were more likely to share helpful information with their buyers, such as processing times. This was exciting to see that buyers were better informed about their purchases as a result of the feature.”
However, Etsy noted that the CSS page was complex and “prone to bugs and is difficult to maintain,” and said, “We now have the Shop Dashboard, which is moving toward an all-encompassing destination for your shop’s information.”
The marketplace did not rule out a return of the metrics. Etsy Product Marketing Manager Heather Burkman told EcommerceBytes, “The metrics we’ve been providing to sellers through Customer Service Stats will no longer be surfaced. We’re migrating the related customer service tips over to the newly-updated Shop Dashboard. Because we did see positive shifts in customer service as a result of these metrics, it’s possible we may resurface them in the future, but we don’t have any plans to share at this time.”