Introducing the Updated Seller Score in Seller Center
We are thrilled to announce the introduction of the Seller Score metric in Seller Center, designed to enhance the dropship customer experience. In the fast-paced world of ecommerce, especially during the upcoming Season of Sales, providing an exceptional customer experience is what distinguishes THE ICONIC and our Sellers.
What is the Seller Score?
The Seller Score is a comprehensive metric that captures the end-to-end customer delivery experience. It offers clear, data-driven insights into what delights customers and identifies areas where small operational improvements can lead to significant results. By focusing on these insights, you can build customer loyalty, increase repeat purchase rates, and ensure stronger long-term growth for your brand.
Your Seller Score Details:
- Weekly Updates: Your Seller Score is refreshed every Tuesday and is accessible in Seller Center. It provides a transparent view of your operational performance across key metrics.
- A breakdown of the scores and their labels can be seen below. The goal is to reach a score of 5, which is equivalent to a top performer on the platform.
Key Operational Metrics:
- Order Fulfilment (Pending to In-Transit Confirmation):
- Measurement: First Scan by your nominated carrier is completed within 36 hours.
- Customer Experience Impact: Timely scans increase customer confidence and reduce "Where is My Order" queries, supporting better ratings and repeat purchases.
- Cancellation Rate (UTF%):
- Measurement: Cancellations due to Product Not Available, Delayed Dispatch, or inability to Ship to NZ.
- Customer Experience Impact: Fewer cancellations mean fewer disappointments and more completed sales, protecting your reputation and revenue.
- Not What I Ordered % (NWIO%):
- Measurement: Incorrect Product Style or Size sent to customer vs. total returns.
- Customer Experience Impact: Accurate orders drive great reviews and repeat purchases while reducing costly returns and support contacts.
- Customer Service Resolution Time:
- Measurement: Non-Delivery Contacts resolved in 24 hours; Delivery Contacts resolved in 5 days.
- Customer Experience Impact: Fast, clear resolutions build trust and turn issues into loyalty moments.
- On-Time Delivery Reporting:
- Measurement: The Customer receives your order within the express window.
- Customer Experience Impact: Reliable delivery updates reduce “Where is my order?” contacts and boost satisfaction at the moment that matters most.
What Do You Need to Do?
- Check Seller Center Weekly: Track your Seller Score and delve into each metric to identify strengths and areas for optimization.
- Prioritize High-Impact Fixes: Small improvements in fulfillment speed, accuracy, and communication can quickly enhance your score.
- Build a Rhythm: Review your score each week, focus on one or two areas for improvement, and monitor the impact.
By actively monitoring and improving your Seller Score, you can ensure an exceptional customer experience, driving growth and success for your brand.