1. What is the customer service rating?
The customer service rating is a new customer service indicator launched by Amazon. It refers to the satisfaction of buyers with sellers’ responses to questions. Amazon will survey buyers and collect their feedback on sellers’ services. It only refers to the most recent buyer rating, and the rating data is only displayed after at least 40 buyers have rated it 30 days before sampling, and it is updated once a week.
2. Buyer rating feedback trigger mechanism
Whenever the seller replies to the buyer’s message, the rating feedback mechanism is automatically activated. At this time, Amazon will insert “Did this solve your problem” at the bottom of the message, and buyers can choose and rate it.
3. Criteria for judging customer service rating
How do sellers judge the quality of the rating? Under the setting of a full score of 10, the specific standards are:
0~5.9 points, which is unsatisfactory, the rating will be displayed in red, and the customer experience needs to be improved as soon as possible;
6~7.9 points, which is good, the rating will be displayed in yellow, and there is room for improvement;
8~10 points, which is excellent, the rating will be displayed in green, and you can continue to maintain it.
4. The importance of ratings to sellers
For sellers, providing customers with valuable products and services is the purpose of the transaction, which is also in line with Amazon’s platform guidelines. The level of the rating means the buyer’s satisfaction with the customer service, which is also directly related to the seller’s brand reputation and customer relationship maintenance. Of course, the customer service here also includes the service of Amazon’s FBA orders. Although Amazon is responsible for logistics and distribution services, feedback on Amazon logistics will also be included.
5. Ways to improve service ratings
1) Reply and solve buyers’ problems as soon as possible;
2) Communication should be specific, and the customer’s name and previous communication details should be known;
3) The reply should be concise and highlight the key points;
4) Clarify the implementation time of the problem solution and detailed measures, etc.
In fact, the brand FBA path has greatly reduced the workload of customer service, but everyone should remember that as long as the customer service is attentive in daily work, customers will feel it and resonate with emotion. In this way, sellers can gain the trust of consumers, thereby accumulating word-of-mouth among customers, and indirectly enhancing the influence of the brand, and orders will naturally come in.