Customer Metrics
Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. The Customer Metrics page provides you with greater insight into how you are doing with respect to customer satisfaction.
The following performance metrics are included in the report:
Perfect Order Percentage (POP): The percentage of orders that are perfectly accepted, processed, and fulfilled.
Order defect rate (ODR): The percentage of orders that have received a negative feedback, an A-to-z Guarantee claim or a service credit card chargeback. It allows us to measure overall performance with a single metric.
Pre-fulfillment cancellation rate: This measures your in-stock rate for items sold with Amazon.ca.
Late ship rate: On-time shipment is a promise we make to our mutual customers. Orders ship-confirmed after the expected ship date are considered to be late.
Percentage of orders refunded: High refund rates may be an indicator of item stock-outs.