Response Time Score
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What is the response time based on?
The Response Time Score is based on the first response to a ticket. Responses must be sent within 24 hours, excluding national holidays and weekends. The score is based on the time frame of the past 14 days.
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Are national holidays excluded?
Yes, national holidays are excluded for the respective country of the seller and do not have any negative impact on the Response Time Score
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Which tickets affect the response time score negatively?
All tickets where customer chat messages haven't been answered within 24 hours (weekends and national holidays are excluded) and are marked with
>24hin the Response Time ticket drills. -
When must tickets received during weekends or public holidays be answered?
All tickets created during the weekend or on public holidays must be answered by the end of the next business day (7pm).
Ticket Lifetime Score
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What is the Ticket Lifetime Score?
The Ticket Lifetime Score measures how long it takes to resolve a customer request, from the first message until the ticket is closed.
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How is it calculated?
The score measures the time between the first and last message of a specific ticket and looks at whether tickets are solved within a reasonable timeframe. Different ticket topics have different resolution timeframes, as not all issues require the same amount of time to resolve (e.g., invoice requests are typically resolved much faster than return requests). The score decreases when tickets take significantly longer than the average resolution time for their specific bucket. Tickets created by sellers or automated systems are not included in this calculation. Find the overview below:
Bucket Topics On-time if ≤ Slightly Late Moderately Late Very Late > 1 Defect 13 business days ≤2 business day late >2 ≤4 business days late >4 business days late 2 Other_TTC, Condition, Wrong Device (Seller) 10 business days ≤2 business day late >2 ≤4 business days late >4 business days late 3 Wrong Device (Customer), Other, Revocation 7 business days ≤2 business day late >2 ≤4 business days late >4 business days late 4 Delivery, Cancellation (Cust + Seller) 3 business days ≤1 business day late >1 ≤2 business days late >2 business days late 5 Invoice 2 business days ≤1 business day late >1 ≤2 business days late >2 business days late -
How can I improve this score?
You can improve the score by resolving customer requests promptly and avoiding delays, especially for simpler cases. The faster tickets are closed, the better the score.
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Which tickets affect the score?
All tickets created by customers or our customer service team that were opened and closed within a specific 35-day window. This window starts 70 days ago and ends 35 days ago from today's date.
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How do unresponsive customers affect my ticket lifetime score?
Ticket lifetime is the time between the first and last message. If a customer stops replying (e.g., doesn't respond or return the product after receiving a return label), your ticket lifetime won't be negatively affected—we only count up to the last message sent. If a customer replies slowly, that time counts toward ticket lifetime. However, these cases are rare (customers want quick resolutions) and are balanced by cases where customers stop replying entirely, keeping ticket lifetime short.
Urgent Score
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How is the score calculated?
The score is a ratio of the number of urgent tickets to the total number of tickets in the last 95 days. The urgent score reflects the provided service quality and solution-oriented approach.
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What is an urgent ticket?
Urgent tickets are customer requests which need special care. They are also called ‘escalations’ and imply the 2nd level of any given customer request. All urgent cases are handled by our Special Support agents.
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Why do we include urgent tickets?
Urgent tickets are included in the rate as they have proven to be reliable indicators of both (a) operational quality (delivery, product quality, return process) and (b) customer service quality
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(NEW) What are urgent reasons?
For each urgent ticket, an Urgent Reason is assigned to identify the root cause of the escalation, as this is not usually recognisable from the ticket topic alone.
Understanding urgent reasons helps you:
- Identify recurring issues in your operations
- Take corrective action before problems repeat
- Reduce escalations and improve your Urgent Score
📊Track how often each urgent reason appears in your cases via the Customer Service Quality Report. Frequent patterns are the clearest signal of where to take corrective action. - (NEW) Urgent reasons explained
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🕐 Delayed / Missing Replies
What happened: the customer request was not answered for 72+ hours, or agreed response timeframes have been repeatedly missed.
What to check: Review your inbox regularly and ensure you have coverage during weekends and holidays. Set up auto-replies if needed.
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🚢 Dispatch Delay
What happened: The order was not shipped within 5 business days and the customer requested urgent help.
What to check: Confirm you're dispatching within the agreed handling time. If there's a delay, proactively communicate it to the customer.
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⏳ Long Return Processing Time
What happened: You received the returned product more than one week ago but have not yet completed a refund or repair. The customer reports the long wait and expresses dissatisfaction.
What to check: Ensure returns are processed within the allowed timeframe. If there are delays, keep the customer informed proactively.
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💬 Poor / Unprofessional Communication
What happened: You used unprofessional language, gave incorrect information, or provided unclear instructions to the customer
What to check: Ensure your messages are clear, professional, and accurate. If you're unsure how to handle a difficult customer, reach out to support early.
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💰 Problem with Invoices / Payments
What happened: A payment or refund issue that could not be resolved at 1st Level — e.g. a refund was processed but the customer hasn't received it after 2 weeks, or there is a Klarna dispute.
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⚠️ Product Safety Case
What happened: A serious safety issue was reported — bloated battery, overheating or smoking device/charger, explosion, or customer injury or property damage.
What to check: This is the highest-severity urgent reason. Review your refurbishment and safety testing process immediately if this occurs.
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🗂️ Products Containing 3rd Party Data
What happened: The customer found data from a previous user on the device (e.g. accounts, photos, or files still present).
What to check: Ensure all devices are fully wiped and reset to factory settings before shipment. This is a mandatory step in the refurbishment process.
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📢 Public Escalation
What happened: The customer left a negative review on social media (e.g. Trustpilot, Google).
What to check: Negative public reviews often result from unresolved cases. Aim to resolve issues before they escalate to this point.
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🔁 Repeated Defects
What happened: The customer received a defective product for the 2nd time or more and is very dissatisfied.
What to check: Review your quality control process. Repeated defects suggest a systemic issue in testing or refurbishment.
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🔁 Repeated Wrong Configuration or Device
What happened: The customer received the wrong product, grade, or configuration at least twice and is very dissatisfied.
What to check: Audit your picking and packing process. Check whether listings accurately reflect the product configuration and grade.
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🚫 Seller Cancellation
What happened: The order was cancelled and the customer is very dissatisfied.
What to check: Cancellations significantly impact customer trust. Only list products you have in stock and ready to ship.
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📦 Shipment Related Problem
What happened: A shipping issue occurred — lost parcel, empty package, or a delivery dispute where the customer claims they did not receive the order or their return has not reached you.
What to check: Provide customers with quick solutions to shipping problems, especially when the customer is not at fault and has already provided all necessary documents/information
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❌ Unclear Warranty Exclusion
What happened: Warranty coverage was denied without clear, sufficient evidence, and the customer is disputing the decision.
What to check: Make sure warranty exclusions are clearly communicated and well-documented. If you deny a claim, provide a clear and transparent explanation.
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🔵 Other
What happened: The case did not fit any of the above categories
What to check: Review the ticket details for context
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CSAT Score
- The Customer Satisfaction Score is measured based on the scores from the CSAT survey responses of the last 95 days.
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Why do we include CSAT?
We include this metric to help you understand the quality of your customer service better and take actions more effectively. The CSAT score is a great indicator and KPI on how satisfied customers are with the support they received when opening a inquiry.
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How is CSAT calculated?
This score is based on CSAT survey responses from customers, sent shortly after a ticket has been solved. If a ticket remains open for more than 14 days, the survey is automatically triggered after the 14th day. Customers rate the service they receive on a scale from 1 (very poor) to 5 (excellent). The score reflects the percentage of positive responses out of the total responses received.
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What are the score drivers?
Factors like response time, resolution time, customer effort (CES), and the friendliness/helpfulness of the service.
- CES: Measures the effort required by customers to resolve issues; lower effort boosts satisfaction.
- Resolution Time: Total time to resolve an issue; faster resolutions improve satisfaction.
- Response Time: Time to reply; quicker responses increase satisfaction.
- Friendliness/helpfulness: The politeness and helpfulness of the customer service; a friendly approach enhances customer satisfaction. To improve your communication please visit our communication guidelines section: Communication Guidelines
Your Customer Service Quality Insights Report provides more details on these four key factors.
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