Explore Your New Customer Service Performance Insights

Amazon has introduced a Customer Service Quality Insights dashboard within the Feedback Manager, giving sellers clearer visibility into how their customer support compares across the marketplace. This new feature is designed to help you pinpoint improvement opportunities and elevate the buyer experience for your Fulfilled by Merchant (FBM) orders.

What You’ll Find in the Dashboard

The dashboard provides key customer service metrics from the last four weeks, including:

📌 Buyer Contact Rate

Shows how often customers reach out regarding issues related to product quality, fulfillment, or shipping.

📌 Average Contact Response Time

Measures the time you take to respond to buyer messages, divided by the total number of incoming messages.

📌 Buyer Dissatisfaction Rate

Calculates the percentage of customers who selected “No” to the survey question:
“Did this solve your problem?”

Important Note

These metrics are informational only and do not affect your Account Health Rating. Their purpose is to guide continuous improvement and deliver a stronger, more efficient customer experience.

By monitoring these insights regularly, sellers can better understand service gaps, streamline operations, and build more trust with buyers.