Amazon has announced a significant change to how it measures buyer satisfaction with sellers' customer service. Starting April 17, 2026, the e-commerce giant will replace the current Yes/No survey question with a 1-to-5 satisfaction scale. This change affects self-ship sellers who handle their own customer service.
What's Changing?
Currently, Amazon calculates the buyer dissatisfaction rate based on responses to "Did this solve your problem?" where buyers answer Yes or No. The rate is the number of No responses divided by total surveys sent.
Under the new system, buyers will rate their experience from 1 to 5 in response to "How satisfied are you with your recent customer service experience?" Ratings of 1 to 2 will count as dissatisfied (like No), ratings of 4 to 5 as satisfied (like Yes), and a rating of 3 is neutral and won't be included in the calculation.
Amazon states that the buyer dissatisfaction rate will yield the same percentage as before, but the new method allows for more precise feedback and better insights for sellers.
Seller Reactions
Some sellers have questioned the change, particularly regarding the neutral rating of 3. One seller noted that in feedback scores, a 3 has historically been considered negative, and asked if Amazon will remove negatives resulting from 3 scores over the past decades. Another seller sarcastically asked if Amazon would share its own customer-service dissatisfaction rate with sellers.
Key Takeaway
This update aims to provide more nuanced feedback, but sellers should monitor how the change impacts their metrics and adjust their customer service strategies accordingly.
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