These metrics are not part of your Seller Performance report anymore.
NPS: the Net Promoter Sore
- NPS is measured based on the score from the NPS survey responses within the timeframe of 95 days.
- NPS is no longer part of Performance Score calculation. You can see it in the Service Insights report from now on.
What is NPS?
The objective of the “NPS” points is to measure all factors of sellers performance, reflected by the customer sentiment.
How is NPS calculated?
NPS is calculated as share of promoters - share of detractors
Refund rate
Refund rate is calculated as: Total Refunded amount / Total GMV, %
These ticket topics are excluded from the refund rate calculation:
- “No longer need the product”
- "Other"
- "other_ticket_topic_change”
- "Cancellation" → if ticket was created by the customer are excluded.
- ”Change of Delivery address”