Overview

Amazon has added a Customer Service Performance dashboard to Seller Central’s Account Health page, giving sellers a single pane to see how their post‑purchase service stacks up against peers. The new view aggregates contact‑rate data, response‑time averages and buyer‑satisfaction scores for the most recent four weeks, and it is especially relevant for merchants who fulfill orders themselves.

Key Points

• Unified metrics view — All three service indicators appear together on the Account Health screen, eliminating the need to toggle between separate reports.
• Peer benchmarking — Your numbers are automatically compared with other sellers in the same category, so you can tell whether a six‑hour response time is competitive or lagging.
• Four‑week rolling window — Data refreshes daily but always reflects the latest 28‑day period, ensuring the snapshot stays current during seasonal spikes.
• FBM focus — The dashboard pulls only Fulfilled‑by‑Merchant orders, giving self‑shippers the visibility they previously lacked.
• No immediate health penalty — At launch the metrics do not affect the Account Health rating, but Amazon has hinted they could become enforceable later.
• Actionable alerts — The interface highlights any metric that deviates sharply from the marketplace average, prompting sellers to investigate root causes.

How the Customer Service Performance Dashboard Works

1. Data collection — Amazon logs every buyer‑initiated contact related to product quality, fulfillment errors or shipping delays for FBM orders. For example, a seller who receives 45 messages about damaged packaging in a week will see that volume reflected in the contact‑rate column.
2. Metric calculation
   • Contact rate – Total contacts divided by the number of FBM units shipped in the four‑week span. A rate of 2 % means two buyers per hundred orders reached out with an issue.
   • – Sum of all reply intervals divided by the number of messages. If a team replies to 120 messages in 360 minutes, the dashboard shows a 3‑minute average.