Superhero or Captain, what is taken into account?

[Tung at RockPOS.com]

Hello buddies,

Recently, PrestaShop launched the new feature on its marketplace - expert ranking.

So that, contributors are rated as Conqueror, Captain or Superhero.

 

The question is: what taken into account?

That's simple:

- How long have you been as contributors on the marketplace?

- How do people rate your products (quality, documentation, installation)?

- How many positive notes (rating at 4 or 5 stars) do you receive from your customers?

- And your support quality.

 

Support quality is something unclear for many people.

What is "Support quality?"

According to PrestaShop, support quality takes into consideration the following:

• Response rate: it is important for customers to get a response to their questions. Of course we take into account that the seller cannot always have the last word; therefore, you won't be penalized if you don't answer the last customer's email, when they may be thanking you without asking more!

• Average response time;

• Support rating by the customer who rates both the speed of your reply and its quality.

Among 3 of them, response rate and average response time are clear enough and easy to understand.

But what about support rating?

In turn, it takes 2 criteria into account:

- Speed of your (every single) reply

- Quality of your (every single) reply

 

As a contributor, you have never seen these criteria. And you don't know where you are at, exactly, except for the final result on each Monday.

But I could tell you where your customers can rate it while they're contacting you for support:

 

 

 

 

If you are a contributor, deliver the great support. Fast. Helpful. Positive.

If you a customer (buyer), rate as many replies as you can, both positive and negative, not only negative when you're unhappy.

 

Happy selling and shopping!

Tung from RockPOS.com