What Is Customer Service Performance?
Customer Service Performance is one of the major sections of Amazon's Account Health dashboard.
Amazon organizes the Account Health dashboard around areas including:
Customer Service Performance → Shipping Performance → Policy Compliance.
Customer Service Performance is closely associated with Order Defect Rate (ODR) and helps sellers identify orders that resulted in negative customer experiences.
Why Is Customer Service Performance Important?
Providing a good customer experience is an important part of maintaining a healthy Amazon seller account.
Problems such as negative feedback, fulfillment issues, inaccurate listings, and unresolved customer concerns can negatively affect your overall performance.
Where Can You Check It?
Go to:
Seller Central → Performance → Account Health
Look for the Customer Service Performance section.
From there, review your metrics and investigate any orders contributing to poor performance.
Best Practices
Respond to customer concerns promptly, accurately describe your products, package items securely, ship orders on time, and investigate negative feedback rather than ignoring it.
Amazon also recommends responding to customer messages promptly, minimizing negative feedback, and keeping cancellations low as part of maintaining account health.