How to improve store dynamic score

1. There are two very important points that are now restricted by store ratings:

1. Registration for various on-site activities has requirements for ratings;

2. Store search weight is affected by ratings.

DSR rating calculation method: Each store rating is calculated by taking the sum of the ratings given by buyers within 6 consecutive months/the number of times buyers gave that rating within 6 consecutive months. The statistics are for the last 180 days.

For example: every natural month, for transactions between the same buyer and seller, the seller’s store rating will only be calculated for the first three times (the calculation time shall be based on the time when the transaction is successful). ?Shop ratings cannot be modified once made. Calculation example: There are 20 buyers participating in the rating in one ***, each buyer only participates once, (19 people give 5 points, 1 person gives 1 point), the dynamic average score is: (19 people * 5 points) + (1 person * 1 point) = 96 points divided by the total number of points given (20 times) = average score 4.8 points

The pros and cons of dynamic scoring for large stores and small stores are also reflected in;

Big stores: The order base is large. Once a good rating is maintained, it will be less affected by individual low ratings. However, when the rating is relatively low, the ability to drag upwards is also weak, and it takes a long time to accumulate before it can rise.

Small stores: The order base is small, and the store score is more likely to be maintained, but it is susceptible to the impact of individual low-scoring orders. On the contrary, it is more likely to drag the score upward.

2. To improve dynamic ratings, you can start from the following aspects:

1. Reduce the number of people with low unit price.

Many stores have seen their store ratings drop rapidly after a Taobao sales promotion or Juhuasuan campaign. Low customer unit price groups sometimes also mean low evaluation groups, resulting in a drop in store ratings. It will be a small loss, which will affect other products in the same store.

If there is a big difference between the labels of the Taobao customer group and the store's own consumer group, it will have a certain impact on the store within a certain period. Do not follow a wave of Taobao customer activities. It makes consumers cheap and enriches Taobao customers, leaving me crying in bed.

2. Screen out consumers with high negative review rates

For customers with high negative review rates, we will check them when consulting with Qianniu client customer service Yes, this kind of customers tend to be suspicious, and the questions they ask are detailed and true. At this time, the customer service can look at the customer's positive rating. If it is lower than 70% (my personal minimum acceptance standard), then it is appropriate to abandon this customer.

Treat him passively and indifferently, and try your best to subtly persuade him not to buy your products to avoid future after-sales disputes. Now Qianniuli is also very humane and can see the reviews given by merchants to customers. If Forget it if the score is too low. You may give up an order now, but you will avoid a high probability of trouble in the future.

3. Don’t exaggerate the product on the details page and customer service words

A customer’s evaluation and rating in the online store is telling everyone who wants to buy Wangpo melon, she The melon is not sweet, so remember not to over-exaggerate the advantages and effects of the product. Customers may just want to buy a simple melon, but you have added too many added values ??that the product does not have, which invisibly increases the customer's expectations.

Then when you come back, the product will be wrong, and bad reviews will be inevitable. Why not be more mature? The customer may just want to buy a melon. It doesn’t have to be so sweet, as long as it is nutritious and hydrated, and the customer knows psychologically that this is An ordinary melon that costs 4 yuan per pound is not a special melon from Xinjiang that is exclusively sold in boutique supermarkets.

In this way, customers' evaluations and ratings will naturally be true, the products will meet customers' expectations, and customers will not unreasonably give low scores and negative reviews.

4. Use gift scoring rules skillfully

When using gifts, we can use them to let the merchant take a picture of the product and pay for it, and then take another picture. Treat the product as a gift, and then change the price or provide a coupon to make the buyer pay less or not pay for the gift. In this way, when the customer receives the product and needs to evaluate it, the five-point praise given by the customer is equivalent to two orders. Double praise.

5. Methods for increasing logistics scores

Maybe the logistics speed of your goods is slow, and you cannot ship it to SF Express due to the influence of the unit price or the weight of the goods. Then I will tell you four things here. method.

1) Provide timely notification to customers throughout the logistics process. Before the buyer takes the photo, enter the empty express delivery number into the system in a timely manner. Even if it cannot be sent out, it will give the customer a sense that the seller is very happy. It's about to be shipped, but I think it's because of the courier company that it didn't ship.

2) Track the customer's order throughout the entire process. For example, when the shipment is shipped, Wangwang will send a warm reminder to the customer that it has been shipped, and appropriately explain that the shipping logistics speed may not be that fast. The reason is that I personally do not recommend sending text messages because the reading rate of text messages is low now and many text messages sent through paid software have been blocked by mobile phone software. The result is that you spend money, but customers still don’t see it. Text messages you sent. This is not as complete as a Want Want message or a phone call.

3) Screen out the faster express delivery for some customers. For express delivery products in different regions, we can send faster and higher-quality express delivery to some products that are not so far away and cost less. This allows some customers to have a better express delivery experience, so that these customers' experience will be better and their ratings will naturally be higher.

4) When sending express delivery to remote areas, be sure to confirm with the customer the types of express delivery they can receive. After all, China is still a vast country with abundant resources. Express delivery in some areas is not so developed. For example, you may only be able to receive express delivery. Go to EMS, or you can only receive ZTO. For those customers who have Xinjiang, Tibet and other remote areas written on their address information, you might as well call and ask before shipping. Never go back to the original route after delivery. After returning, I will bear the cost again and send another courier. This has a huge impact on logistics scores.

Dynamic scoring means that after a member successfully trades on Taobao, only Taobao members who use the identity of the buyer can rate the Taobao members who use the identity of the seller for this transaction in the following four categories: The product matches the description. , the seller’s service attitude, the seller’s delivery speed, and the logistics company’s service. Each store rating is the arithmetic average of the ratings given by all buyers within six consecutive months.

Reference: Baidu Encyclopedia-Dynamic Rating