I’m not sure if you have noticed but you should be receiving a weekly matrix bulletin via email. If not you can access this information in your sellers account via link to your ‘metrics summary.’
You may have wondered what this particular report actually is. Well, it’s basically a criterion that Amazon have devised to ensure that your customer service and performance levels meet a certain level.
To get to your report go to your sellers account and click on ‘Reports. View your customer metrics summary.’
According to Amazon you should monitor your customer metrics on a regular basis. This is because they show you how you are doing with respect to customer satisfaction and allow you to identify and resolve ‘operational problems.’
When you click on your metrics report you will see a scorecard which is intended to give you a summery of your customer service performance. You will be rated as ‘good’ ‘fair’ or ‘poor’.
According to Amazon these ratings show the following:
I see a ‘Good’ on my scorecard. What does that mean?
This means that your performance is meeting Amazon’s target for that metric. If you have a green check-mark in the Notifications column, this means that you have no unread policy or performance notices on the Notification page at that time.
I see a Fair on my scorecard. What does that mean?
This means that your performance does not currently meet Amazon’s target for that metric. You should take steps immediately to improve your performance in this area. Performance at this level will not generally result in the suspension of your selling account, provided you are actively working to improve your customers satisfaction.
If you have a yellow exclamation point in the Notifications column, you have unread notices awaiting your acknowledgement and should visit the Notifications page to read these e-mails.
I see a ‘Poor’ on my scorecard. What does that mean?
This means that your performance does not meet Amazon’s target for that metric and continued performance at this level may result in the suspension of your selling account. Sellers with poor performance should identify the source of the problems and take corrective action as soon as possible.
Or, contact Amazon directly via email here.
So take a look at your metrics summary now by logging into your sellers account. And whilst you are there take note of Amazon’s ‘new’ selling coach banner at the top of your seller account page. You never know it may well provide some great tips.