Overview

Amazon has added a new Customer Service Performance dashboard to Seller Central, giving sellers a single place to view key support metrics and compare them with other sellers. The tool reports three service indicators over the most recent four‑week period and updates automatically as data changes. Although the numbers do not affect Account Health today, the feature signals Amazon’s intent to eventually tie performance to enforcement, making early attention essential for sellers.

Key Points

• Unified view — All customer‑service data now lives in one Seller Central tab, removing the need to piece together information from separate reports.
• Peer benchmarking — Each metric is displayed alongside the average for comparable sellers, letting you see whether you are above, below, or on par with the marketplace norm.
• Four‑week rolling window — The dashboard reflects activity from the last 28 days, so recent improvements or setbacks appear quickly.
• No current health impact — Amazon confirms the figures are informational only and do not yet influence the Account Health Rating or Buy Box eligibility.
• Three core metrics — Contact rate, average response time, and customer‑satisfaction score each highlight a different facet of post‑sale service.

How the Customer Service Performance Dashboard Works

1. Data aggregation — Amazon pulls buyer‑initiated messages, fulfillment‑related contacts, and post‑interaction survey results from the past 28 days and compiles them into the dashboard. Example: A seller who received 120 messages about shipping delays in the last month will see that total reflected in the contact‑rate column.
2. Metric calculation —
   • Contact rate is calculated by dividing total buyer contacts by the number of orders shipped in the same period. Example: 120 contacts ÷ 2,400 orders = 5 % contact rate.
   • Average response time divides the cumulative time taken to reply by the number of messages.