eBay are rolling out some additional DSR reporting giving additional information about how your buyers are rating your service on eBay. The report aims to inform sellers which areas they are being rated poorly on by buyers hopefully guiding them on how they can improve.
The reports should also highlight categories, price ranges and even post code areas where low ratings come from. This information is invaluable, for instance if you surcharge for Highlands and Islands and you habitually get marked down on your P&P charges from buyers in these areas the report will show it.
In addition the report gives visibility as to why buyers complaint are marking you down with feedback comment analysis. Feedback comments are examined to identify areas where you might need to improve your customer service.
The chart includes comments from the past 12 months and for example if a buyer wrote that they received the incorrect size or colour, then that comment will be counted as “Wrong item”.
I’m impressed with the graphs I’ve seen, but if like me you’re a Top Rated Seller there’s bad news – eBay say that they’re gradually rolling the reports out and for some bizarre reason Top Rated Sellers won’t get them for about another two months.
If you’re not Top Rated the chances are that you can already access the reports by clicking the “Seller performance report” link from the lower left hand menu in your eBay Seller Dashboard.