Customer FeedbackYahoo Ratings


Customer FeedbackYahoo! Ratings

As discussed in Chapter 13, "Marketing and Merchandising Your Store Using Yahoo! Tools," Yahoo! merchant ratings and reviews are based on a one- to five-star scale. Your ability to provide excellent customer service and a good product will be reflected in your rating. Going the extra mile for your customer will help raise your Yahoo! rating from three stars to four stars and even five stars. The merchant rating system only considers ratings you have received within the last six months, so any ratings received more than six months ago will not be calculated.

As seen in Figure 15.1, each merchant has an Overall rating as well as five component ratings: Price, Shipping Options, Delivery, Ease of Purchase, and Customer Service. New merchants will need to have at least five individual ratings before the ratings are displayed. A Not Yet Rated icon will appear if the minimum requirement has not yet been met. All reviews typically appear within 24 business days.

Participation in merchant rating is not mandatory unless you are planning on submitting your products to Yahoo! Shopping.

To enable customer ratings

1.

From Store Manager, click on the Order Form link under the Order Settings column.

1.

Scroll down until you see the Customer Rating section. Select Yes in the Enabled drop-down list.

1.

Click Done. This will return you to the Store Manager.

1.

Click on the Publish Orders Settings link under the Order Settings Column to make the change live.

Figure 15.1. Yahoo! merchant ratings are based on a one- to five-star scale. This example from PaperModelsOnline.com shows an overall rating of four and a half stars out of five from 50 individual ratings.


Often, customers make mistakes or give a merchant a rating that is lower than the merchant would expect. Merchants cannot dispute ratings unless they are suspect for a number of reasons. However, merchants can and should try to contact the customer to discuss the bad rating. This is an opportunity to learn and possibly improve or refine text on your site to set expectations properly. At times shoppers may have made a mistake and not be aware they gave a low rating. Merchants can then resubmit a rating request email from the Order Manager and the latest (hopefully better) ranking will replace the former rating.




Launching Your Yahoo! Business
Launching Your Yahoo! Business
ISBN: 0789735334
EAN: 2147483647
Year: N/A
Pages: 149

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