Customer service dissatisfaction rate, what's yours?
Last 90 days:
104 messages received
100% customer dissatisfaction rate (3 customers have answered the survey, all no)
Just curious how this metric is working for other sellers.
FWIW, my merchant fulfilled long term ODR is 0.1% over 1150~ orders
Customer service dissatisfaction rate, what's yours?
Last 90 days:
104 messages received
100% customer dissatisfaction rate (3 customers have answered the survey, all no)
Just curious how this metric is working for other sellers.
FWIW, my merchant fulfilled long term ODR is 0.1% over 1150~ orders
10 replies
Seller_e5vQJ739Wi3Zh
Mine is almost always in the red. It’s a laughably flawed metric.
Seller_GTzBGbfHfJ9n3
I must be doing something right.
lol
100 percent except 16 percent for 90 days.
Seller_d3SC9jlio6bUS
This was supposed to be a beta metric, but about 6 months ago I lost buy box eligibility for 2 out of 2 dissatisfaction ratings. The metric is worthless by only factoring the negatives out of the customers who decide to leave a rating, instead of factoring with the total number of customers, or even the total number of messages. Still no laughing matter even if all your other metrics are in the green.
Seller_0O69KFvrK41OD
It’s always either 100% positive or 100% negative Very rarely inbetween
Seller_ZDGgATBGegBqy
Mine is currently 0% ( on zero of one )
He left me positive feedback. But he was unhappy with the USPS.
Amazon asked him a vague question; he answered honestly.
Amazon should learn to ask very explicit and clear-context questions. They already see customers giving bad answers because of confusion between product reviews and seller feedback. And those questions are relatively well phrased.
So Amazon should not expect meaningful anwers on a poorly phrased question.
Seller_AUvmIqY5myKIZ
YES! I have two responses, both negative. 100% dissatisfaction. If it isn’t a product review, and isn’t seller feedback, then why would a buyer ever even respond, if not to complain?
I have a feeling that it was in response to my email campaign, but I’d hate to end it, as it’s gotten me substantial positive feedback and reviews!
My question: what does this do to my listing? I am currently not buy box eligible (lost it); I did raise my price and assumed that this was the catalyst to losing it, but it’s been almost two weeks and I haven’t gotten it back. Sales have PLUMMETED. Could this metric have anything to do with it?
Best, K
Seller_0IDPUgBsNa35F
Yes, we have a 100% negative customer dissatisfaction rate.
The thing is, we know it’s related to an FBA order that Amazon took 12 days to send out.
Useless metric.
Seller_mPcPEjFxxAGfB
Amazon needs to discover that metrics with very low sample sizes are scientifically WORTHLESS. Their “error bars” are astronomical and in common language this means they don’t predict anything, except abusing people with statistical fluctuations.
IF you look at social science research, with a 10% response error rate (people picking the wrong box or lying), you have for example a 95% confidence in a survey with 20,000+ people, you need at least 96 respondents to be reasonable confident of the results (5% error), according to Raosoft free calculator: http://www.raosoft.com/samplesize.html
Can Amazon please spare ONE real data scientist, to make sure you have statistically valid metrics? Thanks!
Seller_mECVmiLMIjvvq
I pay zero attention to a metric that does not affect me. Waste of time tracking something that Amazon doesn’t care about and the stupidity of the calculation method just PMO.
So I stopped looking at it a year ago.
