How do you define great customer service? How do you measure that? Obviously with customer service metrics. Whether you're selling on Amazon or selling on your website, customer service metrics are the key.
And, that's why we're here to help you out by providing the key customer service metrics that you really need to consider as a seller.
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CUSTOMER SERVICE METRICS THAT REALLY MATTER
1. NET PROMOTER SCORE
Net promoter score is used to measure your customer's willingness to recommend your business to others.
This score will help you to figure out how strong your customer experiences are and how they may be driving conversions.
To get your NPS, you need to survey customers with the question: How likely are you to recommend this brand or product to a friend, colleague, or family member?
And this NPS is measured based on:
Promoters: Customers who selected 9 or 10 on their NPS survey.
Passives: Customers who selected 7 or 8 on their NPS survey.
Detractors: Customers who selected 0-6 on their NPS survey.
Net Promoter Score = % of promoters - % of detractors.
2. FIRST RESPONSE TIME
The first response time is how long it takes a representative to get back to a customer. It is simply the number of seconds, minutes, or hours it takes for a support person to respond.
This response time also depends on the channel you're using and measuring. Amazon requires sellers to respond to a message within 24 hours and a return request within 48 hours.
3. ISSUE RESOLUTION RATE
Resolving your customer queries is as important as responding to your queries. Think like this, you've responded to your customer that you'll solve the issue as soon as possible.
And after a few days, the same customer came and reported the same issue, or another customer pointing out the issue.
Most of the customers point out their queries in reviews and seeing those unresolved issues makes your potential customer step back.
The resolution rate or issue resolution rate measures the percentage of queries that you resolve on the first interaction with customers.
4. FEEDBACK RATE
It's no doubt that 90% of consumers making a purchasing decision based on product reviews.
Make sure you ask your Amazon customers to leave feedback about your product but make them leave their honest review not the review for discounts.
Negative reviews don’t just turn off potential customers, they impact your products’ visibility. Provide excellent customer service to your Amazon customers and don't forget to respond to negative reviews.
5. CUSTOMER SATISFACTION RATE
To measure CSR, you need to ask customers how satisfied they are with your company’s products.
It's a simple calculation that you can measure by dividing the no. of satisfied customers by the total no. of responses and multiply by 100. The higher your score, the better.
At the end of the day, providing great customer service is the ultimate goal for every Amazon seller.
Keeping an eye on these customer service metrics will not only help you to measure also help you to identify what can be improved.