The new Customer Service Quality Insights dashboard on the Feedback Manager page shows your customer service performance data for Fulfilled by Merchant orders and compares it to that of other sellers. With this data, you can identify where you may be able to provide an even better customer experience.
The Customer Service Quality Insights dashboard shows the following metrics for the last four weeks:
- Buyer Contact Rate – tracks contacts related to product quality, fulfilment or shipping problems.
- Average Contact Response Time – the time that it takes you to respond to buyer messages divided by the total number of messages received.
- Buyer Dissatisfaction Rate – the total number of “No” responses to the survey question “Did this solve your problem?” divided by the total number of surveys sent to your buyers.
Note: Your Account Health Rating is not affected by these metrics.
To learn more, go to Customer service insights on Feedback Manager.
