Why the change of emphasis from having a high DSR average to having very few 1s and 2s?
DSRs are an important measure for seller performance. We are gradually shifting the focus from a seller’s average score to the rate of low scores (1s and 2s) for several reasons. First, buyers have different interpretations of what they consider a high score, but leaving a 1 or 2 is a clear sign of dissatisfaction. Second, monitoring their 1s and 2s gives sellers a clearer picture of where they need improvement—on item as described, communication, shipping time or shipping and handling charges. Third, many sellers have told us it’s easier and more productive for them to focus on providing a level of service to buyers that minimizes 1s and 2s rather than on trying to achieve all 5s.
