Contact Response Time
What is Contact Response Time?
This metric measures the percentage of customer-initiated messages that you have responded to within 24 hours. Timely, high-quality responses to customer inquiries are essential in providing good customer service and helping reduce negative feedback and claims.
Contact response times outside of Amazon's target generally do not result in the suspension of your selling privileges. However, slow response times can lead to negative feedback and claims which can impact your selling privileges.
Good
A green checkmark indicates that you are providing a good experience for your customers and meeting Amazon's target for this metric.
Fair
A yellow exclamation point indicates that the experience you are providing to your customers does not meet Amazon's target for this metric. You should improve your response time to prevent negative feedback and claims.
Poor
A red "X" indicates that the experience you are providing to your customers does not meet Amazon's target for this metric. You should immediately improve your response time to prevent negative feedback and claims.
For more details on this topic, see Contact Response Time Metrics.