The Quality Score is formed from two indicators: Problem orders and Canceled orders. Both are represented in the Central do Lojista by thermometers.
PROBLEM ORDERS
This number is the result of dividing the problem orders (complaints) by the total approved orders in the last 30 days.
Problem orders are those categorized as complaints by the customer to our Customer Relations team.
For this indicator, we have three levels - according to sales volume:
Great: 0% to 5% complaints
Stores with at least 25 orders generated and up to 5% of complaints can generate this positive rating. Stores with more than 5% of complaints remain “Unrated” until the volume of orders is reached.
Alert: 5% to 7.5% of complaints
Stores with at least 50 orders generated and 12 complaints can generate this rating.
Bad: more than 7.51% of complaints
Stores with at least 50 orders generated and 12 complaints can generate this rating.
*Stores with more than 25 orders and no complaint record are always rated GREAT.
*Stores with a volume of complaints above 5% (ALERT or BAD) are starting to receive follow-up from our Customer Success team.
CANCELED ORDERS
This number is the result of dividing cancellations (by the store's responsibility) by the total number of orders approved in the last 30 days.
The maximum volume of cancellations allowed is 2%. Therefore, for this indicator, we only have two levels - according to the cancellation volume:
Great: 0% to 2% cancellations
Bad: more than 2% cancellations
Important: As soon as you enter, the store does not have a rating, as we need a minimum sample of orders for analysis. That is, we only generate the Quality Score when the store reaches a certain sales volume.
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