For self-ship sellers who provide their own customer service, we’re updating how we collect survey feedback for your buyer dissatisfaction rate metric under Customer Service Quality Insights. We’ll use a 1-to-5 satisfaction scale instead of a Yes/No question, which lets buyers give more precise feedback on your customer service.
The buyer dissatisfaction rate measures buyer opinion on your customer service quality and indicates how well you resolved buyer issues. The lower your buyer dissatisfaction rate, the more often your customers are satisfied with the customer service you are providing.
Currently, we calculate your buyer dissatisfaction rate based on survey responses to “Did this solve your problem?” where buyers answer Yes or No. We divide the number of No responses by the total number of surveys sent to your buyers to get your buyer dissatisfaction rate percentage.
Starting April 17, 2026, buyers will rate their experience from 1 to 5 in a survey in response to “How satisfied are you with your recent customer service experience?” Ratings of 1 to 2 will count as dissatisfied (like “No” in the current survey), and ratings of 4 to 5 will count as satisfied (like “Yes”).
Your buyer dissatisfaction rate will yield the same percentage as before. The only thing that’s changing is how we calculate it, using the new survey information. We’re dividing the number of dissatisfied responses (ratings 1 to 2) by the total number of surveys sent after your cases are resolved. A rating of 3 is neutral and won’t be included in calculating your buyer dissatisfaction rate.
To learn more about the buyer dissatisfaction rate and how to use customer feedback, go to Customer Service Quality Insights on Feedback Manager.
Need Help Turning Customer Feedback into Higher Sales?
At SIPRANSH ECOMMGROWTH, we help Amazon sellers use Updated Buyer Satisfaction Insights to improve customer experience and grow conversions. From optimizing listings based on buyer feedback to strengthening your overall account performance, our team helps you turn valuable insights into measurable results. If you’re ready to scale smarter with Amazon’s latest seller tools, we’re here to help.
