ChannelAdvisor are fueling the Detailed Seller Ratings (DSRs) debate with the launch of a new site allowing you to monitor any sellers ratings. Upon entering an eBay User Id DSR Watch instantly retrieves the four DSR ratings from eBay to two decimal places.
If you’re going to use DSR watch bear in mind that the rating tiers it uses are US based. The averages for UK sellers are slightly lower.
It’s a cute tool, but I have to wonder just how many sellers will now be agonising over a 0.01 change in their ratings rather than a 0.1 change. I can almost hear the groans “I’ve gone down 0.01 on my Dispatch Time star, don’t buyers realise the Christmas post has slowed deliveries and it’s out of my control?”.
All sellers know (or should know) that DSRs are likely to become increasingly important in the future. We already know that as of next Monday sellers with the lowest 0.5% rated sellers for postage charges will be disadvantaged in search results.
I would be more interested in a tool which could compare my DSR ratings against the average in the categories I trade in, rather than against eBay as a whole. It’s unrealistic to compare the DSR ratings of a DVD seller or clothing seller to those of a car trader or seller of fine ceramics. Sellers should be comparing themselves to their immediate competitors if they want to assess how their customers are rating them.
The real question sellers should be asking themselves is “What can I do to improve my customer service”, not have they gone up or down 0.01 DSR star. No matter how good your service is there is always something that could be done better. I’ve long taken the attitude that, if I give the best customer service I can achieve, my feedback would take care of itself. Look after your customers and your DSRs will look after you.