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Amazon.com is launching a new metric that measures a seller's response time in responding to customer messages
received through Amazon's messaging system. Amazon.com told sellers it
would give sellers greater insight into how responsive their business is
to customer emails.
According to the notice, Amazon.com does not normally review response-time metrics during seller performance evaluations, but it may
review the metrics if a seller account shows extremely poor performance
in other areas.
The message from Amazon.com to sellers was clear when it wrote, "customers who do not receive timely responses are more likely to leave
negative feedback or file claims, and those do impact your performance
metrics directly. Therefore it is important to review these
response-time metrics regularly."
Amazon added new search and filtering options on the Buyer-Seller Messages page, and sellers can review contact response-time metrics on the Customer Metrics page.