Overview

Amazon has introduced a new Customer Service Insights panel inside the Feedback Manager for sellers who ship orders themselves. The dashboard aggregates contact rates, reply speeds and buyer‑satisfaction scores over a rolling four‑week window, giving self‑fulfilled merchants a real‑time view of their support performance. Sellers should pay attention because the data can highlight service gaps that affect reviews, returns and overall profitability.

Key Points

• Applies only to self‑shipped sellers — If you rely exclusively on Fulfilled‑by‑Amazon, the new metrics will appear as “NA” on your screen.
• Three core indicators tracked — The panel measures contact frequency, average response time, and the percentage of buyers who report dissatisfaction after a service interaction.
• Rolling four‑week window — All figures reflect the most recent 28 days and refresh daily, ensuring you see up‑to‑date performance.
• No direct impact on account health — Amazon has clarified that these numbers are informational only; they will not influence your selling privileges, A‑to‑Z claim eligibility, or health score.
• Benchmarking built in — The view displays both the store‑wide average for self‑fulfilled orders and the performance of top‑ranking sellers, letting you gauge where you stand relative to peers.
• Trend arrows for quick insight — Green arrows signal improvement versus the prior four‑week period, while red arrows flag a decline, making it easy to spot recent shifts.

How the Metrics Work

1. Contact Rate Calculation — Amazon divides the total number of buyer‑initiated contacts about product quality, shipping or fulfillment by the number of items you shipped in the period. For example, shipping 200 units and receiving 8 contacts yields a 4 % contact rate.
2. Response Time Measurement — The system averages the elapsed time between each buyer message and your first reply across all conversations during the window. If you answer three messages in 2 hours, 30 minutes and 1 hour, the reported response time would be roughly 1 hour 10 minutes.