Keeping an eye on performance
We've given two not-so-new customer service indicators more visibility recently in Amazon seller accounts. Metrics are a way for sellers to track their success on Amazon. These two metrics are qualitative indicators of your customer's experience:
- On-Time Delivery Rate: The percentage of packages that your customer receives by the promised delivery date. This measure is based on tracked packages only.
- Contact Response Time: The percentage of messages from customers that you have responded to within 24 hours.
Visual indicators for these metrics are now visible alongside Amazon's performance metrics. We've added them because they're good indicators of quality customer service, helping to reduce negative feedback and claims.