Customer Service Insights on your Feedback Manager page helps you better understand your customer service performance. You can also use it to compare your performance to other sellers.
To help you understand your customer insights more easily, we’ve made the following updates:
- The preventable contact rate has been renamed to Buyer Contact Rate to make the insight clearer. This metric tracks contacts related to product quality, fulfillment, or shipping problems and is now calculated as a percentage instead of a fraction.
- Your Average Contact Response Time now includes only the contacts you’ve responded to instead of all contacts received, helping you identify when you can make changes to your process if this number is too high.
To view your customer insights, go to Feedback Manager.
For more information, visit our Customer Service Insights on Feedback Manager help page.
Enhance your customer experience by using updated Customer Service Insights in Feedback Manager, supported by an expert Amazon SEO Consultant, Amazon Marketing Services, and Amazon Account Management.
