Your Customer Service Rating represents average buyer satisfaction with your responses to their enquiries. We gather Buyer feedback on your responses through a survey asking ‘Did this solve your problem?’.
Your Customer Service Rating is updated each week that buyer feedback is gathered and is calculated over a running 4-week period. For example, your Customer Service Rating the week of 1 Jan, 2019 is calculated from feedback from 1 December, 2018 — 31 December 31, 2018).
Any time sellers reply to a buyer message they received, the ‘Did this solve your problem?’ survey will be included at the bottom of their response message to the buyer. This survey is not included on messages sent from sellers to proactively contact the buyer without having received a message from the buyer first.
Your rating reflects whether a buyer was satisfied with an entire conversation. For longer conversations where the buyer provides feedback on multiple messages, your Customer Service Rating will only consider the most recent feedback from the buyer.
This means that if the buyer provides positive feedback at the end of a conversation in the ‘Did this solve your problem?’ survey, your Customer Service Rating will only be positively impacted. If the last feedback provided in a conversation by the customer through the ‘Did this solve your problem?’ survey is negative, your rating will be negatively impacted.
Your Customer Service Rating is calculated each week. Some weeks sellers may not receive the required 40 buyer responses to the ‘Did this solve your problem?’ survey in the last 4 weeks. In these instances where a seller has not received enough responses, they will be shown their rating from the most recent calculation that had enough responses.
Each week, your rating will be re-evaluated for updating based on the number of survey responses.
Only sellers who have received 40 responses from buyers within the last 4 weeks on the ‘Did this solve your problem?’ feedback survey will see a Customer Service Rating. This is to ensure that the calculated rating is meaningful.
Each week we will re-evaluate whether you have received enough responses to calculate your rating.
Buyer satisfaction is critical for business growth and is directly correlated to a high seller feedback rating. Your Customer Service Rating represents of the quality of your service and an indication on whether buyers would be likely to purchase from you again.
High Customer Service Ratings are correlated with repeat purchases. Low Customer Service Ratings are correlated with negative seller feedback. Additionally, when responding to the question ‘Did this solve your problem?’, buyers have the option to provide direct seller feedback that is enforceable.
Yes, your Customer Service Rating includes feedback for all orders regardless of whether they are fulfilled by you directly or through Amazon Fulfilment. Despite the logistics being handled by Amazon, feedback on FBA orders are included as customers can reach out to you directly with non-fulfilment-related questions accounting for 71% of customer enquiries. Feedback on both pre-order questions and post-order product and fulfilment questions are included within the rating for all orders.
Customer Service Ratings between 0-6 — NEEDS ATTENTION
If your Customer Service Rating is below 6.0, it needs your attention and effort to improve the buyers' experiences. Ratings within this range will be listed in red.
Customer Service Ratings between 6-8 — NEEDS IMPROVEMENT
If your Customer Service Rating is between 6.0 and 7.9, there is room to improve buyers' experiences. Ratings within this range will be marked in yellow.
Customer Service Ratings between 8-10 — KEEP IT UP
If your Customer Service Rating is 8.0 or above, keep it up! Ratings within this range will be marked in green.
We will not suspend your selling privileges on Amazon if you have a low Customer Service Rating.
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