New customer service quality insights now available
We've launched new seller-fulfilled customer service quality insights on the Feedback Manager page in Seller Central.
These insights show your performance on the following:
- Preventable contact rate
- Average contact response time
- Buyer dissatisfaction rate
Feedback Manager now also compares your performance to our top-performing sellers, which can help you identify areas to improve the customer experience.
These features started to roll out on October 30, 2024, and they will be available to all sellers in the coming weeks.
To learn more, go to Customer service insights on Feedback Manager
New customer service quality insights now available
We've launched new seller-fulfilled customer service quality insights on the Feedback Manager page in Seller Central.
These insights show your performance on the following:
- Preventable contact rate
- Average contact response time
- Buyer dissatisfaction rate
Feedback Manager now also compares your performance to our top-performing sellers, which can help you identify areas to improve the customer experience.
These features started to roll out on October 30, 2024, and they will be available to all sellers in the coming weeks.
To learn more, go to Customer service insights on Feedback Manager
13 replies
Seller_8ESHZD3bXlVUv
the fields are a bit confusing. They read "Top performing sellers maintain X% or better on METRIC"
Which direction is better? If I am at 0.01%, and the goal metric is 0.25%, am I doing good or bad? Or if I'm at 2% and the goal metric is 5%, should I aim for the 5 or am I doing fine?
I am pretty sure I understand the desired direction, I think..... but perhaps instead of the term "or better" it should be "or less"/ "or more"
Seller_mV3LwXfv6Bo9Z
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_HP0CuTSNvJvu9
This data provides little value. First, the "Did this solve your problem" button is given to customers on the first contact, so the "Buyer dissatisfaction rate" is almost entirely inflated. Of course the problem isn't solved, it just started being worked on. Second, the Preventable contact rate is taking a lot of liberties to assume the contact was actually preventable. Lastly, the average contact response time is not considering multiple messages. I had a customer send me 3 messages in 5 minutes (they weren't aggravated or panicking, just hitting send before finishing their thoughts.) and my 2 replies for some reason didn't register for the last email, so even though she was taken care of and satisfied...I had 2 days where a message was showing as awaiting reply. Again, my last message was sent AFTER her last message was received. Also the "no response needed" doesn't always work.
Useless metric and pointless eyesore.
Seller_HP0CuTSNvJvu9
I don't know why I read that in Daniel Day Lewis' voice.
Seller_HP0CuTSNvJvu9
Tariffs will do both of those things, and they are coming.
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_r9wMm8LrE5iKj
Just another pile of horseshirt. The first metric claims to be "due to a product quality, fulfillment, or shipping problem related to their order" when in fact it is "buyer was steered to a free shipping option even when their description of the problem implies they simply changed their mind or did not read the listing." The 3rd metric is no different than the pointless "rate your support experience" wherein we are unhappy because the entire ecosystem is broken and the underpaid/trained/incentivized staff can't unfuck it, and Amazon uses that as the basis to cull the lowest "performing" 10% of reps based on which ones got handed the most broken cases.
Understand metrics if you are going to be metrics-driven. And stop rearranging the deck chairs. Give us something that actually helps our sales or margins (like unclustering search results), rather than a metric which you will later use to punish us with, unreasonably.
Seller_oDXVaydIpi3Hi
Yeah, another thing that Amazon doesnt understand how to do when their own people fail at it constantly.
Seller_HP0CuTSNvJvu9
This just happened to reinforce my point. The order number was so old that I couldn't even bring it up to try and match the name (though that probably wouldn't have mattered since personal information is removed quickly from Amazon.) How could this have been solved in one message? Just refund a 4 year old order?
New customer service quality insights now available
We've launched new seller-fulfilled customer service quality insights on the Feedback Manager page in Seller Central.
These insights show your performance on the following:
- Preventable contact rate
- Average contact response time
- Buyer dissatisfaction rate
Feedback Manager now also compares your performance to our top-performing sellers, which can help you identify areas to improve the customer experience.
These features started to roll out on October 30, 2024, and they will be available to all sellers in the coming weeks.
To learn more, go to Customer service insights on Feedback Manager
New customer service quality insights now available
We've launched new seller-fulfilled customer service quality insights on the Feedback Manager page in Seller Central.
These insights show your performance on the following:
- Preventable contact rate
- Average contact response time
- Buyer dissatisfaction rate
Feedback Manager now also compares your performance to our top-performing sellers, which can help you identify areas to improve the customer experience.
These features started to roll out on October 30, 2024, and they will be available to all sellers in the coming weeks.
To learn more, go to Customer service insights on Feedback Manager
New customer service quality insights now available
We've launched new seller-fulfilled customer service quality insights on the Feedback Manager page in Seller Central.
These insights show your performance on the following:
- Preventable contact rate
- Average contact response time
- Buyer dissatisfaction rate
Feedback Manager now also compares your performance to our top-performing sellers, which can help you identify areas to improve the customer experience.
These features started to roll out on October 30, 2024, and they will be available to all sellers in the coming weeks.
To learn more, go to Customer service insights on Feedback Manager
13 replies
13 replies
Seller_8ESHZD3bXlVUv
the fields are a bit confusing. They read "Top performing sellers maintain X% or better on METRIC"
Which direction is better? If I am at 0.01%, and the goal metric is 0.25%, am I doing good or bad? Or if I'm at 2% and the goal metric is 5%, should I aim for the 5 or am I doing fine?
I am pretty sure I understand the desired direction, I think..... but perhaps instead of the term "or better" it should be "or less"/ "or more"
Seller_mV3LwXfv6Bo9Z
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_HP0CuTSNvJvu9
This data provides little value. First, the "Did this solve your problem" button is given to customers on the first contact, so the "Buyer dissatisfaction rate" is almost entirely inflated. Of course the problem isn't solved, it just started being worked on. Second, the Preventable contact rate is taking a lot of liberties to assume the contact was actually preventable. Lastly, the average contact response time is not considering multiple messages. I had a customer send me 3 messages in 5 minutes (they weren't aggravated or panicking, just hitting send before finishing their thoughts.) and my 2 replies for some reason didn't register for the last email, so even though she was taken care of and satisfied...I had 2 days where a message was showing as awaiting reply. Again, my last message was sent AFTER her last message was received. Also the "no response needed" doesn't always work.
Useless metric and pointless eyesore.
Seller_HP0CuTSNvJvu9
I don't know why I read that in Daniel Day Lewis' voice.
Seller_HP0CuTSNvJvu9
Tariffs will do both of those things, and they are coming.
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_r9wMm8LrE5iKj
Just another pile of horseshirt. The first metric claims to be "due to a product quality, fulfillment, or shipping problem related to their order" when in fact it is "buyer was steered to a free shipping option even when their description of the problem implies they simply changed their mind or did not read the listing." The 3rd metric is no different than the pointless "rate your support experience" wherein we are unhappy because the entire ecosystem is broken and the underpaid/trained/incentivized staff can't unfuck it, and Amazon uses that as the basis to cull the lowest "performing" 10% of reps based on which ones got handed the most broken cases.
Understand metrics if you are going to be metrics-driven. And stop rearranging the deck chairs. Give us something that actually helps our sales or margins (like unclustering search results), rather than a metric which you will later use to punish us with, unreasonably.
Seller_oDXVaydIpi3Hi
Yeah, another thing that Amazon doesnt understand how to do when their own people fail at it constantly.
Seller_HP0CuTSNvJvu9
This just happened to reinforce my point. The order number was so old that I couldn't even bring it up to try and match the name (though that probably wouldn't have mattered since personal information is removed quickly from Amazon.) How could this have been solved in one message? Just refund a 4 year old order?
Seller_8ESHZD3bXlVUv
the fields are a bit confusing. They read "Top performing sellers maintain X% or better on METRIC"
Which direction is better? If I am at 0.01%, and the goal metric is 0.25%, am I doing good or bad? Or if I'm at 2% and the goal metric is 5%, should I aim for the 5 or am I doing fine?
I am pretty sure I understand the desired direction, I think..... but perhaps instead of the term "or better" it should be "or less"/ "or more"
Seller_8ESHZD3bXlVUv
the fields are a bit confusing. They read "Top performing sellers maintain X% or better on METRIC"
Which direction is better? If I am at 0.01%, and the goal metric is 0.25%, am I doing good or bad? Or if I'm at 2% and the goal metric is 5%, should I aim for the 5 or am I doing fine?
I am pretty sure I understand the desired direction, I think..... but perhaps instead of the term "or better" it should be "or less"/ "or more"
Seller_mV3LwXfv6Bo9Z
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_mV3LwXfv6Bo9Z
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_HP0CuTSNvJvu9
This data provides little value. First, the "Did this solve your problem" button is given to customers on the first contact, so the "Buyer dissatisfaction rate" is almost entirely inflated. Of course the problem isn't solved, it just started being worked on. Second, the Preventable contact rate is taking a lot of liberties to assume the contact was actually preventable. Lastly, the average contact response time is not considering multiple messages. I had a customer send me 3 messages in 5 minutes (they weren't aggravated or panicking, just hitting send before finishing their thoughts.) and my 2 replies for some reason didn't register for the last email, so even though she was taken care of and satisfied...I had 2 days where a message was showing as awaiting reply. Again, my last message was sent AFTER her last message was received. Also the "no response needed" doesn't always work.
Useless metric and pointless eyesore.
Seller_HP0CuTSNvJvu9
This data provides little value. First, the "Did this solve your problem" button is given to customers on the first contact, so the "Buyer dissatisfaction rate" is almost entirely inflated. Of course the problem isn't solved, it just started being worked on. Second, the Preventable contact rate is taking a lot of liberties to assume the contact was actually preventable. Lastly, the average contact response time is not considering multiple messages. I had a customer send me 3 messages in 5 minutes (they weren't aggravated or panicking, just hitting send before finishing their thoughts.) and my 2 replies for some reason didn't register for the last email, so even though she was taken care of and satisfied...I had 2 days where a message was showing as awaiting reply. Again, my last message was sent AFTER her last message was received. Also the "no response needed" doesn't always work.
Useless metric and pointless eyesore.
Seller_HP0CuTSNvJvu9
I don't know why I read that in Daniel Day Lewis' voice.
Seller_HP0CuTSNvJvu9
I don't know why I read that in Daniel Day Lewis' voice.
Seller_HP0CuTSNvJvu9
Tariffs will do both of those things, and they are coming.
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_HP0CuTSNvJvu9
Tariffs will do both of those things, and they are coming.
Thanks! When are you launching your plans on paying your fair share of taxes and reducing your harmful contributions to excessive pollution of the planet? Is that next month?
Thank you for all that you do to "help" us!
Seller_r9wMm8LrE5iKj
Just another pile of horseshirt. The first metric claims to be "due to a product quality, fulfillment, or shipping problem related to their order" when in fact it is "buyer was steered to a free shipping option even when their description of the problem implies they simply changed their mind or did not read the listing." The 3rd metric is no different than the pointless "rate your support experience" wherein we are unhappy because the entire ecosystem is broken and the underpaid/trained/incentivized staff can't unfuck it, and Amazon uses that as the basis to cull the lowest "performing" 10% of reps based on which ones got handed the most broken cases.
Understand metrics if you are going to be metrics-driven. And stop rearranging the deck chairs. Give us something that actually helps our sales or margins (like unclustering search results), rather than a metric which you will later use to punish us with, unreasonably.
Seller_r9wMm8LrE5iKj
Just another pile of horseshirt. The first metric claims to be "due to a product quality, fulfillment, or shipping problem related to their order" when in fact it is "buyer was steered to a free shipping option even when their description of the problem implies they simply changed their mind or did not read the listing." The 3rd metric is no different than the pointless "rate your support experience" wherein we are unhappy because the entire ecosystem is broken and the underpaid/trained/incentivized staff can't unfuck it, and Amazon uses that as the basis to cull the lowest "performing" 10% of reps based on which ones got handed the most broken cases.
Understand metrics if you are going to be metrics-driven. And stop rearranging the deck chairs. Give us something that actually helps our sales or margins (like unclustering search results), rather than a metric which you will later use to punish us with, unreasonably.
Seller_oDXVaydIpi3Hi
Yeah, another thing that Amazon doesnt understand how to do when their own people fail at it constantly.
Seller_oDXVaydIpi3Hi
Yeah, another thing that Amazon doesnt understand how to do when their own people fail at it constantly.
Seller_HP0CuTSNvJvu9
This just happened to reinforce my point. The order number was so old that I couldn't even bring it up to try and match the name (though that probably wouldn't have mattered since personal information is removed quickly from Amazon.) How could this have been solved in one message? Just refund a 4 year old order?
Seller_HP0CuTSNvJvu9
This just happened to reinforce my point. The order number was so old that I couldn't even bring it up to try and match the name (though that probably wouldn't have mattered since personal information is removed quickly from Amazon.) How could this have been solved in one message? Just refund a 4 year old order?
