What are Quality, Service, and Shipping scores? Do they affect Star Seller?

[SecondSongHomestead]

On my phone app's "reviews" tab I can see that I have an overall review score as well as Quality, Service, and Shipping scores at the top of the page.  One of mine, Customer Service, is a 4.9 - it's a nice score, but I wanted to find the breakdown of these 3 scores to track which customers might like a little extra assistance.  Where is this data for sellers to find?  I can see each customer's overall review, but not how they ranked these 3 categories.  Even weirder - it does show publicly to shoppers, but I don't seem to have any access as a seller.  Also, can anyone confirm if these scores affect Star Seller badges?

[audreytherese]

Only the overall star rating affects SS. 

I don't know much about the other ones besides how you can see them above the reviews in the listings, I've never seen a breakdown to how they come to that rating. 

I also think it's funny that it says I have a 3 rating under shipping, but all reviews (at least for this year) that mention shipping are 5 stars and generally talk about how quick everything is shipped and arrived and are well packaged, I've never even had a product get damaged in transit. 

[SecondSongHomestead]

thanks for confirming about star seller.  yes, i had the same issue with the contrasting numbers!  someone gave me a 1 on service, but overall 5 and 5 on shipping and quality.  we had a really lovely interaction, so i assume it's a mistake.  but, i am still sweating hard!  

[howtobooksandmore]

Etsy apparently uses a bot to decide what feedback goes into which category.  If a buyer needs assistance and doesn't ask for it, I wouldn't worry about them leaving feedback.

[SecondSongHomestead]

hello!  thank you for responding - i'm not exactly asking for which category they are grouped into.  i literally have scores on these categories that customers gave me.  it's on the phone app.  do you have these?

[BagmakerSupply · Accepted solution]

@SecondSongHomestead: Buyers using the Buy on Etsy app for iOS can give a star rating for the Item Quality, Shipping, and Seller Customer Service, in addition to the overall rating. I don't think that currently there is a place a shop owner can see the details.

[LynnsLittleShop]

You could sign out of your shop and then look at in incognito mode. I just did that and you can click on quality for instance and it tells you which customer mentioned it in their review. 

[SecondSongHomestead]

thanks for the reply - i was referring to scores customers leave with their review on shipping, service, and quality.  it's a feature for app users and shows on your phone app's "review" tab.  we cannot see the scores they gave us; but customers shopping your products can!

[hopeandjoystudios]

I'd almost rather not even know, Sometimes some customers are.. ??? My husband had one angry message saying instead of 3 feet of trim he had sent under 12" because it didn't even wrap around a 12" wood round. Apparently someone missed diameter and circumference day. (Circumference of a 12" round is over 36 inches let alone 12) But those are the people leaving reviews, I am all for having happy customers but I won't grovel and ask why they left a lower review.

[SecondSongHomestead]

yes, here and there i have encountered some really oddball folks too.  i don't necessarily want to grovel, but if you click on any one of my listings, every single one shows this random low score on the left column.  and i accidentally locked in this score by responding to the customer (who was lovely to work with and would have changed the score if i reached out)

[hopeandjoystudios]

I see it...that is odd...maybe you  should have reached out before responding. It is shady that Etsy hides that to our view on our items. If you didn't view via logged out you'd never know.

[SecondSongHomestead]

@hopeandjoystudios yes, exactly.  i DEFINTELY would have reached out to the customer first....if only i had seen this category breakdown first!  i was notified i received 5 stars, and responded publicly.  days later was looking at my page as a customer and saw this low score.  this is why it is a problem.  i don't have the bandwidth to log in as a customer every single time if get a review.  currently talking with etsy chat right now and was told at first this was not supposed to be seen publicly.  

[SecondSongHomestead · Accepted solution]

Just got off the Etsy chat line.  Be aware all, that category scores can be left by the Etsy app for iOS users and are indeed shown publicly on your product listings pages.  Currently, there is nowhere on the Etsy Shop Manager page to see each of these scores broken down as a seller.  If you are like me and respond publicly to your reviews, I recommend logging in as a customer, clicking on any listing, and looking at the reviews on the left to see each category score before you respond publicly, which will lock in the scores.  Totally ridiculous and they could not / would not escalate the issue.