Overview

Amazon holds its Services providers and technicians to strict performance standards designed to ensure a high-quality customer experience. Failing to meet these benchmarks can reduce the number of jobs assigned to your account, negatively affect your standing, or even lead to a suspension of your selling privileges. Understanding each metric and how it is calculated is essential for any service provider looking to grow on the platform.

Key Points / What Sellers Need to Know

• Seven core metrics govern your account — Amazon tracks customer ratings, guarantee claims, negative feedback, cancellations, reschedules, late arrivals, and no-shows, each with a specific threshold you must maintain.
• Ratings only count when customers leave them — If a customer does not rate an order, that order is excluded from your rating and negative-feedback calculations, meaning every review carries significant weight.
• Fault-based attribution applies to cancellations and reschedules — Only cancellations and reschedules attributed to the service provider count against you, regardless of who initiated the request.
• Falling below any single target can trigger consequences — Amazon may reduce your job volume, flag your account for review, or suspend your privileges if performance slips on even one metric.
• Performance data is available in Seller Central — You can monitor your customer feedback and claims through the Performance menu at any time.

Performance Metrics and Their Thresholds

Amazon evaluates service providers against seven specific metrics. The Customer Star Rating must remain at or above 4.7 stars, calculated as the average rating across all completed orders that received a review. The A-to-Z Guarantee Claim Rate must stay at or below one percent of completed or cancelled orders. The Negative Rating Rate, defined as the share of rated orders receiving a one- or two-star review, must also remain at one percent or less. Providers must keep their Cancellation Rate at one percent or below, covering orders cancelled by the provider, the customer, or Amazon for reasons attributed to the provider. Similarly, the — the share of orders rescheduled for provider-attributed reasons — must not exceed one percent. The tracks the percentage of orders where the provider arrived outside the designated arrival window, whether early or late, and must stay at or below ten percent. Finally, the measures orders marked as a no-show any time past midnight on the appointment date and must remain at one percent or less.