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We will remove the Buyer satisfaction metric from the My Sales Quality dashboard
On November 13, we will remove the Buyer satisfaction metric from the My Sales Quality dashboard. From that day on, we will not grant points in that metric.
As part of sales rating, buyers rate 2 areas: compliance with the description and customer service. They award 1 to 5 stars in each area, depending on how satisfied they are. Based on the stars, we grant points in the Buyer satisfaction metric.
Buyers will still be able to rate purchases at your store and grant stars. We will display them on your Rating list and in the Ratings Received tab as before. At the same time, we are working on changes in the purchase rating process. We will soon let you know about the solutions we plan to introduce.
How this change will affect your sales quality
Currently, you can get a total of 50 points in the Buyer satisfaction metric. On November 13, we will split those points into 2 different metrics:
Recommendations from buyers — we will increase the maximum number of points you can get by 40. It means that from November 13, we will grant a maximum of 100 points in that metric.
Fast payment refunds — we will increase the maximum number of points you can get by 10. It means that from November 13, we will grant a maximum of 60 points in that metric.
If none of your customers has returned their order in the last 30 days — you do not get points in the Fast payment refunds metric. We grant them in the No returns from buyers metric. That is why, we will also increase the maximum number of points you can get in that metric by 10.
The maximum number of points you can get for your sales quality will still be 500.
How it will affect the scores for those metrics
Recommendations from buyers
For recommendations on allegro.pl:
- You will get 5 points for every 0.1% over 98% of the recommendations from buyers.
- We will deduct 2 points for every 0.1% below 98% of the recommendations from buyers.
For recommendations on allegro.cz, allegro.sk, and allegro.hu:
- You will get 2 points for every 0.1% over 95% of the recommendations from buyers.
- We will deduct 2 points for every 0.1% below 95% of the recommendations from buyers.
Points for the recommendations you get in each marketplace will still be calculated proportionally to all the recommendations and totaled.
Check in the table below how the score thresholds will change for that metric:
| Threshold | Score |
|---|---|
| from 75 points | Score Super |
| from 50 to 74 points | Score Good |
| from 0 to 49 points | Score Neutral |
| from -60 to -1 points | Score Needs improvement |
| below -60 points | Score Unacceptable |
Fast payment refunds and No returns from buyers
We will not change score thresholds in those metrics. We will only increase the number of points you can get for specific results. Check the details below.
Fast payment refunds
You will earn up to 60 points in this metric — depending on the average time you take to refund buyers. If the average time is:
- shorter than or equal to 1 day — you will get 60 points
- shorter than or equal to 2 days — you will get 50 points
- shorter than or equal to 3 days — you will get 40 points
- shorter than or equal to 4 days — you will get 30 points
- shorter than or equal to 5 days — you will get 20 points.
You will not receive any points for a refund time longer than 5 days.
No returns from buyers
We will grant up to 60 points in this metric — depending on the total number of orders over the past 30 days. If you have:
- 200 orders or more — you will receive 60 points
- 150 to 199 orders — you will receive 50 points
- 100 to 149 orders — you will receive 40 points
- 50 to 99 orders — you will receive 30 points
- 10 to 49 orders — you will receive 20 points.
How this change will affect your sales quality level
You can check it today. To do it, go to the New metrics tab we added to the My Sales Quality dashboard.
In that tab, you will find information on how your scores will change after November 13, when we remove the Buyer satisfaction metric. Click the button below to go to the tab.
Why we are doing it
- We keep working on making the My Sales Quality program simple and intuitive. By removing the Buyer satisfaction metric, we will simplify how we calculate and grant points.
- Currently, we account for customers' ratings in the sales quality in 2 metrics — Recommendations from buyers and Buyer satisfaction. One is sufficient to decide whether customers are content with shopping from you.
Frequently asked questions
Yes. We will remove the Buyer satisfaction metric, but we will still display the ratings on your Rating list and in the Ratings Received tab. That is why when you get a rating we can exclude — we will do it at your request.
Yes, starting November 13, we will not include sales ratings (stars) in your sales quality. However, we will still grant you points in the Recommendations from buyers metric. We will check whether customers recommend shopping from you (thumbs up/thumbs down).
