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Sell > Seller Update > A shift in how we use DSRs to measure quality
Seller Update
eBay is committed to continually improving the marketplace for sellers and buyers. Over the last 18 months there have been a number of changes to reduce the cost of listing and improve the speed and efficiency of sales.
The next step of this journey is to foster the best shopping experiences on the marketplace. Because when buyers have great shopping experiences they comeback and buy again. And when they do, it means more sales and profits for sellers.
That’s why from July 2009 we will increase the focus on measuring and rewarding sellers, not just for volume, but also for the consistently excellent service they offer..
We know that sellers with fewer low DSR scores spend less time dealing with claims and enjoy increased buyer loyalty and repeat business. So, from July 2009 we’ll start tracking low rating DSRs of 1s and 2s that a seller has got in each of these categories:
- Item description
- Communication
- Dispatch time
- Postage & packaging costs
You’ll be able to see a snapshot of how you’re getting on in your Seller Dashboard. It will be updated monthly, starting at the end of this month (July 2009). And, in October, you’ll be able to see a daily update.
Low rates of 1s and 2s in DSRs will be one of the criteria for eBay sellers to qualify for the new Top-rated seller status.
TAKE ACTION
- Get familiar with the new focus on quality and low DSRs (1s and 2s), the new standards for all eBay sellers, the PowerSeller programme, and the new Top-rated seller tier.
- Starting from the end of July, check your Seller Dashboard for a current snapshot of your low DSRs - updated monthly. Watch for the new Seller Dashboard coming in October for more insight, including daily updates. Remember to check it on a regular basis.
- Have a look at our tips to improve your Feedback DSRs to keep a high positive Feedback rating and minimise the risk of receiving low DSRs scores of 1s and 2s.
Why the change of emphasis on sellers having a few 1s and 2s instead of the current DSR averages?
DSRs will continue to be an important measure for seller performance. But we are gradually focusing on the rate of low scores (1s and 2s) for several reasons.
- Buyers have different interpretations of what they consider a high score. But leaving a 1or 2 is a clear sign they’re not happy.
- For sellers, monitoring their rate of 1s and 2s gives a clearer picture of where they need to improve – whether it’s item description, communication, delivery times and/or postage cost.
- It will be easier and more profitable for sellers to focus on providing a level of service to their buyers that rarely, if ever, gets them a score of 1 or 2 than by trying to achieve perfect scores.
How are rates of 1s and 2s calculated and how can I find out my current rates?
The rates of 1s and 2s are calculated for all four DSRs: Item Description, Communication, Dispatch Time, and P&P Cost. There are allowed rates of 1s and 2s for each of the four DSRs for eBay Top-rated sellers and all other sellers. The calculation is as follows:
Number of 1’s or 2’s received, divided by the total number of transactions
Remember, the total number of transactions includes all transactions, not just transactions where DSR scores were received. Here are some examples of how rates of 1s or 2s are calculated.
At the end of this month (July), you’ll be able to see a monthly updated snapshot of your rate of 1s and 2s by each DSR on your Seller Dashboard. Starting in October, you’ll be able to see your ratings updated daily.
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