Amazon’s Customer Metrics

If you are selling on Amazon, you would be familiar with the following metrics Amazon uses to benchmark your customer service.

Customer Metrics
Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. The Customer Metrics page provides reports that give you greater insight into how you are doing with respect to customer satisfaction.

The following performance metrics are included in the report:

Perfect Order Percentage (POP): The percentage of orders that are perfectly accepted, processed, and fulfilled.

Order defect rate (ODR): The percentage of orders that have received a negative feedback, an A-to-z Guarantee claim or a service credit card chargeback. It allows us to measure overall performance with a single metric.

Pre-fulfillment cancellation rate: This measures your in-stock rate for items sold with Amazon.com.

Late ship rate: On-time shipment is a promise we make to our mutual customers. Orders confirmed after the expected ship date are considered to be late.

Percentage of orders refunded: High refund rates may be an indicator of item stock-outs.

And if you use these metrics on all your other online sales channels, it should give your sales a very good boost in the long scheme of things.

2015-09-15T02:57:36+00:00September 15th, 2015|E-Commerce|0 Comments

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