The Quality Insights Report is complementary dashboard to the Seller Performance Report, which provides additional insights of the performance metrics and helps you to improve your performance on our platform.
What You'll Find in Your Report
Development Over time of SPR Metrics
Tracking metrics development over time provides a historical context to identify trends, detect anomalies, and make data-driven decisions to improve processes.
- Sales and Score development
Product Quality Metrics over time development
- Defect rate development
- Condition score, including the performance per grade
- Refund rate development
Shipping/Delivery Metrics
- Delivery Overdue Score development
Customer Service Quality Metrics
- Response Time Score development
Customer Happiness Metrics
- Urgent Score development
- Customer Satisfaction Score (CSAT) development
Insights on Additional Metrics
Non-traceable refunds
These are refunds which were made without a ticket in Zendesk. Creating refunds without tickets should be avoided as it reduces transparency and makes root-cause analysis harder.
- Non-traceable Refunds Overview
- Non-traceable Refunds ticket drills
Wrong Configuration insights
Wrong Configuration insights highlight when customers receive a device that doesn’t match their order. Monitoring this helps reduce avoidable returns and customer dissatisfaction by improving order accuracy.
Selling devices in wrong configuration leads to high returns and low customer happiness.
- Wrong Configuration Cases Overview
- Wrong Configuration Ticket Drills
Insights for Tickets Deep-dive
These metrics show how well products meet expectations at sale (condition rate), how reliable they are after purchase (defect rate), and where customer trust and financial risks arise (refund rate). Together, they help identify quality issues, guide supplier improvements, and reduce costly returns.
- Condition rate
- Condition rate per model
- The most opened condition sub-topics
- Share of sales per grade
- Defect rate
- Defect rate per model
- The most opened defect sub-topics
- Share of devices sold with new battery
- Refund rate
- Refund rate per model
- Refund rate per ticket topic
- Refund rate contribution