Amazon change communication metrics

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Amazon have changed the way they display customer Contact Response Times as measured on the Customer Metrics page.

Previously, all messages without a response counted against the target of responding to 90% of messages in less than 24 hours. Now, messages without a response must be older than 24 hours to count against the target

From what I can see this means that if you answer all messages (including those at weekends) within 24 hours then they’ll simply not appear in the metrics. Only those which miss the 24 hour deadline for answering messages will now be displayed.

Amazon say that timely, high-quality responses to customer questions are an important factor in customer satisfaction. Their research shows that orders with messages responded to within 24 hours receive 50% less negative feedback than orders with messages that were responded to after more than 24 hours.

Amazon warn that scores response times that do not meet their standards generally do not result in the suspension of your selling privileges but slow response times can lead to negative feedback and claims, which can impact affect your selling privileges.

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