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This article applies to selling in: United States

Customer Experience Metrics

Currently, Amazon measures the following customer experience metrics to help sellers succeed and provide a great customer experience:

  • Price Competitiveness
  • Amazon Prime Eligibility
  • In-stock Rate
  • *Selection Completeness
*Selection Completeness information is not yet available for all brands.

Price Competitiveness

The competitive price is the lowest price found for this item at other reputable and relevant retailers outside of Amazon. It does not include the prices from other Selling Partners in the Amazon store. We regularly conduct reviews to identify retailers that provide comparable selection for each country and product group.

In this metric, performance is measured by the percentage of item page views that are currently priced competitively on Amazon over the trailing 30 days. This means that your most viewed products influence your customer experience performance in comparison to products with fewer page views. Products that are out-of-stock or inactive do not account for this metric.

You may find the competitive and uncompetitive page views to be zero when we cannot find prices for your products amongst other major retailers.

You can enroll your products in Automate Pricing to increase your products’ chances to become the Featured Offer. Go to Automate Pricing for more details on repricing options. Automate pricing allows you to automatically adjust prices on SKUs in your inventory in response to events such as competitive price changes. To make it easier for you to make pricing decisions, Automate Pricing allows you to have pre-defined rules in place. Enroll your SKUs with the pre-defined rule to start repricing.

Selection Completeness

Offering a wide variety of selection can help ensure a great customer experience, improve traffic and sales, and build customer loyalty.

Note: Selection Completeness is evaluated based on the selection you offer (either directly or through a retail relationship) compared against all your brand’s products in the Amazon store, weighted by their popularity within the last 12 months. You can use the Brand Catalog Manager to identify selection without a brand-direct offer.
Note: Selection completeness information is not yet available for all brands.

Prime Eligibility

We calculate Prime Eligibility by measuring the portion of page views for your offers that were not eligible for Prime over the trailing 30 days. This means that your most viewed products influence your customer experience performance in comparison to products with fewer page views. Products that are out-of-stock or inactive do not account for this metric.

In-stock Rate

We have noticed that when products go out-of-stock it has both a short-term and long-term effect on traffic and sales. In-stock Rate is calculated by measuring the portion of page views on your replenishable branded products that were in-stock over the trailing 30 days. Products with closed or suppressed listings do not account for this metric.

Best practices to maintain your customer experience metrics

The best way to maintain your customer experience metrics is to regularly monitor your aggregate performance and take the recommended actions to address issues with your products. Go to Standards for Brands Selling in the Amazon Store to learn more about how Amazon insists on providing our customers with the best possible shopping experience.

Note: The customer experience metrics snapshot is based on your historical performance (an average of the past 90 days), so actions taken today will take time to reflect in your score. If you just registered your brand with Brand Registry, allow us a minimum of 5 business days for the data to be updated in the Customer experience metrics tool.

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