|Sun Sept 23 2018 21:26:42|
Amazon Makes Changes to Seller Metrics
By: Ina Steiner
Amazon is revamping its metrics, including removing the Customer Service Dissatisfaction metric and introducing a Voice of the Customer report with new "Customer Experience" metrics.
Amazon published the following notice on the Performance Notifications Page:
"On October 1, 2018, we will replace this page with a more useful, detailed experience to better help you monitor your account health. We're also removing the Customer Service Dissatisfaction Rate, Contact Response Time, and Refund Rate metrics to better align our seller performance policies with the metrics detailed on the Account Health page."
Some sellers were especially pleased to learn Amazon was removing the Customer Service Dissatisfaction Rate. One seller noted that it had the potential to be helpful, but tended to leave out interactions with satisfied buyers. (Customer Service Dissatisfaction Rate is the percentage of customers who are not satisfied with a seller's responses in Buyer-Seller Messaging. "When you respond to a buyer message about an order, we include a customer survey immediately below your response asking "Did this solve your problem?" Buyers can respond "Yes" or "No." Only you can see a buyer's response.")
Some sellers found the Contact Response Time and Refund Rate metrics to be useful, others disagreed. Some sellers were also concerned that something worse might replace the metrics Amazon is removing.
The timing of the changes may not be ideal, given sellers' focus on the holiday shopping season. If you sell on Amazon, feel free to weigh in on what metrics are most helpful to you.