Customer opinion is important. For customers, the rating is an indicator of a partner’s quality and they take it into account when considering a purchase. With a good rating, customers are more likely to buy an item from you. In your seller account, you can see your average ratings. You will also find tips and advice on how to maintain and, if necessary, improve your rating.
For a good performance on the service standard ‘Rating grade’, we use an 8 as a lower limit. If you have an 8 or higher as an average over the past 3 months, then customers are really satisfied.
It is not allowed to ask the customer to give a (re)rating in exchange for a quid pro quo – for example, a free item or discount. This is seen as bribery and is not acceptable for that reason. We deduct policy points for this.
What if you fail to meet this standard
If your average is lower than an 8, this is a signal that you need to improve your service. You will not receive a strike for this, but your assessment grade will count towards your performance score. Read here more about the performance score.
Tips to improve
- Analyse your poorer assessment grades and determine what you can improve based on that.
- Contact the customer if you want to respond to a negative customer review and follow the roadmap.