客户服务评分 - 常见问题

什么是客户服务评分？

您的客户服务评分代表了买家对您回复他们问题的表现的平均满意度。我们通过询问“这是否解决了您的问题？”调查收集买家对您的回复的反馈。

您的客户服务评分每周更新一次，我们会收集过去四周内的买家反馈并进行计算。例如，2019 年 1 月 1 日那一周的客户服务评分是根据从 2018 年 12 月 1 日至 2018 年 12 月 31 日收到的反馈计算得出的。

买家何时会收到“这是否解决了您的问题？”调查？

每当卖家回复收到的买家消息时，其发送给买家的回复消息底部都会包含“这是否解决了您的问题？”调查。卖家在未事先收到买家消息的情况下主动联系买家而发送的消息不包含此调查。

如果我在买家在调查中提交负面反馈后解决了他们的问题，会怎么样？

您的评分反映了买家对整个对话是否满意。对于买家就多条消息提供反馈的较长对话，您的客户服务评分将仅考虑买家的最新反馈。

这意味着，如果买家在对话结束后在“这是否解决了您的问题？”调查中提供了正面反馈，您的客户服务评分便会受到积极的影响。如果买家通过“这是否解决了您的问题？”调查在对话中提供的最终反馈是负面的，那么您的评分将会受到负面影响。

为什么我的评分在本周没有更新？

您的客户服务评分每周计算一次。在某些周，卖家在过去四周内可能未收到 40 个对“这是否解决了您的问题？”调查的买家回复。在卖家未收到足够回复的情况下，系统将向他们显示最近根据收到足够回复的那四周计算得出的评分。

每周，我们将根据调查回复数量重新评估您的评分，以进行更新。

为什么我看不到我的评分？

只有在过去 4 周内收到 40 条对所有卖家回复电子邮件中列出的“这是否解决了您的问题？”反馈调查的买家回复的卖家才能看到客户服务评分，这是为了确保计算出的评分有意义。

我们每周都会重新评估您是否收到了足够的回复，以便计算您的评分。

此评分为何重要？

买家满意度对业务增长至关重要，并与较高的卖家反馈评级直接相关。您的客户服务评分代表了您的服务质量，并指明了买家是否有可能再次购买您的商品。

较高的客户服务评分与重复购买相关。较低的客户服务评分与负面卖家反馈相关。此外，在回答“这是否解决了您的问题？”时，买家可以选择提供切实可行的直接卖家反馈。

我的评分是否包括对亚马逊物流订单的反馈？

是的，您的客户服务评分包含对所有订单的反馈，无论订单是由您直接配送还是通过亚马逊物流配送。尽管亚马逊负责提供物流服务，但对亚马逊物流订单的反馈也包含在其中，因为买家可以直接与您联系，并提出与配送无关的问题。此类问题占买家问题的 71%。关于预订问题和下单后商品及配送问题的反馈均包含在所有订单的评分中。

我的客户服务评分是好还是差？

客户服务评分在 0-6 之间 - 需要注意

如果您的客户服务评分低于 6.0，则您需要注意并努力改善买家体验。此范围内的评分将显示为红色。

客户服务评分在 6-8 之间 - 需要改进

如果您的客户服务评分介于 6.0 和 7.9 之间，则表明还有改善买家体验的空间。此范围内的评分将显示为黄色。

客户服务评分在 8-10 之间 - 继续保持

如果您的客户服务评分为 8.0 或以上，请继续保持！ 此范围内的评分将显示为绿色。

我的销售权限是否会因客户服务评分较低而被暂停？

如果您的客户服务评分较低，我们不会暂停您在亚马逊商城的销售权限。

如何提高评分？

应对措施：

• 缩短回复和解决买家问题的时间。

• 使您的沟通具有个性化（例如，名称、重复买家、之前的沟通）。

• 写下清晰、简洁和专业的回答来回答买家的问题。

• 请在发送消息之前测试包含的任何链接。

• 在回复询问配送进度的买家问题时，请包含追踪信息。

• 制定有利于买家的取消和退货政策。

• 务必在商品页面上列出您的配送和退货政策。

• 确认买家投诉，道歉并询问您可以采取哪些措施来解决问题。

• 明确设定买家的期望并满足这些期望（例如，回复时间、换货、退款）。

请勿出现以下情况：

• 配送商品，但不提供追踪信息。

• 让买家查找或完成您可以自行查找的信息或完成的工作（例如，联系承运人）。

• 在消息中包含不明确或无意义的商品描述、配送或退货政策。

• 向买家发送自动回复电子邮件。

亚马逊官网原文详情：   

Customer Service Rating - Frequently Asked Questions

What is Customer Service Rating?

Your Customer Service Rating represents average buyer satisfaction with your responses to their inquiries. We gather Buyer feedback on your responses through a survey asking "Did this solve your problem?".

Your Customer Service Rating is updated each week that buyer feedback is gathered and is calculated over a running 4-week period. For example, your Customer Service Rating the week of Jan 1, 2019 is calculated from feedback from December 1, 2018 - December 31, 2018).

When do buyers receive the “Did this solve your problem?” survey?

Anytime sellers reply to a buyer message they received, the "Did this solve your problem?" survey will be included at the bottom of their response message to the buyer. This survey is not included on messages sent from sellers to proactively contact the buyer without having received a message from the buyer first.

What happens if I resolve a buyer's problem after they have submitted negative feedback in the survey?

Your rating reflects whether a Buyer was satisfied with an entire conversation. For longer conversations where the Buyer provides feedback on multiple messages, your Customer Service Rating will only consider the most recent feedback from the Buyer.

This means that if the Buyer provides positive feedback at the end of a conversation in the “Did this solve your problem survey”, your Customer Service Rating will only be positively impacted. If the last feedback provided in a conversation by the customer through the “Did this solve your problem?” survey is negative, your rating will be negatively impacted.

Why did my rating not update this week?

Your Customer Service Rating is calculated each week. Some weeks sellers may not receive the required 40 buyer responses to the “Did this solve your problem?” survey in the last 4 weeks. In these instances where a seller has not received enough responses, they will be shown their rating from the most recent calculation that had enough responses.

Each week, your rating will be re-evaluated for updating based on the number of survey responses.

Why do I not see my rating?

Only sellers who have received 40 responses from buyers within the last 4 weeks on "Did this solve your problem?" feedback survey listed on all Seller responses emails will see a Customer Service Rating to ensure that the calculated rating is meaningful.

Each week we will re-evaluate whether you have received enough responses to calculate your rating.

Why does this rating matter?

Buyer satisfaction is critical for business growth and is directly correlated to a high seller feedback rating. Your Customer Service Rating represents of the quality of your service and an indication on whether Buyers would be likely to purchase from you again.

High Customer Service Ratings are correlated with repeat purchases. Low Customer Service Ratings are correlated with negative seller feedback. Additionally, when responding to the question “Did this solve your problem?”, Buyers have the option to provide direct seller feedback that is enforceable.

Does my rating include feedback on my FBA orders?

Yes, your Customer Service Rating includes feedback for all orders regardless of whether they are fulfilled by you directly or through Amazon fulfillment. Despite the logistics being handled by Amazon, feedback on FBA orders are included as customers can reach out to you directly with non-fulfillment related questions accounting for 71% of customer inquiries. Feedback on both pre-order questions and post-order product and fulfillment questions are included within the rating for all orders.

Is my Customer Service Rating good or bad?

Customer Service Ratings between 0-6 - NEEDS ATTENTION

If your Customer Service Rating is below 6.0, it needs your attention and effort to improve the buyers' experiences. Ratings within this range will be listed in Red.

Customer Service Ratings between 6-8 - NEEDS IMPROVEMENT

If your Customer Service Rating is between 6.0 and 7.9, there is room to improve buyers' experiences. Ratings within this range will be marked in Yellow.

Customer Service Ratings between Ratings Between 8-10 - KEEP IT UP

If your Customer Service Rating is 8.0 or above keep it up! Ratings within this range will be marked in Green.

Will I be suspended for a low Customer Service Rating?

We will not suspend your selling privileges on Amazon if you have a low Customer Service Rating.

How can I improve my rating?

What to do:

• Shorten the time to respond to and resolve buyer issues.

• Personalize your communication (e.g. name, repeat customer, prior communication).

• Write clear, concise, and professional responses to buyer questions.

• Test any included links before sending the message.

• Include tracking information when responding to buyers asking for a shipping update.

• Have buyer-friendly cancellation and return policies.

• Ensure your shipping and return policies are listed on the product page.

• Acknowledge buyer complaints, apologize and ask what you can do to fix it.

• Be clear in setting your customer's expectations and meet them (e.g. response time, replacements, refunds).

What not to do:

• Ship without tracking information.

• Ask customers to find information or complete work that you are able to do yourself (e.g. contact the carrier).

• Include vague or empty product descriptions, shipping or return policies in your messages.

• Send automated reply emails to customers.

文章来源：亚马逊官方网站