Analysis of the reasons for the reduction of store quality DSR

　　DSR is what we usually call store dynamic ratings. Store dynamic rating means that after the Taobao transaction is successful, the buyer can give the seller of this transaction the following three ratings: the baby is consistent with the description, the seller's service attitude, and the quality of logistics services.

　　In fact, DSR mainly asks customers to judge and score from three dimensions: "Baby is consistent with the description", "seller service attitude", and "quality of logistics services".

　　As one of the factors that have the greatest impact on store weight, DSR scores generally have the following impacts on the store:

　　Let me explain it from three aspects below.

　　1. The baby matches the description:

　　Just by understanding this literally, you can know the criteria for customer scoring, that is, whether the products received by the customer are the same as those shown in the picture and text description on our details page. Why does Taobao use this as an assessment? That's because we all know that Taobao sells pictures. In order to pursue good clicks and conversions, many sellers will exaggerate the description of the pictures and product functions, which has caused many customers to be dissatisfied after receiving the product. It's okay if they are willing to return and communicate. We can achieve customer satisfaction through various methods. For those who don’t communicate and give low scores silently, we can’t find anyone if we want to save them, because this is not like the negative reviews that can be seen directly.

　　Therefore, in order to avoid these things happening, we should try to avoid misleading customers with pictures and text. For example, when we are doing clothing, try not to adjust too much color and details of the clothes. If the data is not good, use the scene to improve it. If it is a model display, write down the model's height and weight and other data, indicating that this is just the model's effect. The specific upper body situation cannot be confirmed, and it varies from person to person.

　　For functional products, try not to use effects to attract customers. Sometimes customers will automatically amplify the effect you said. Once there is a difference between the effect and the one you think, you will be immediately dissatisfied. It is best to attract customers from the material and principle of the product.

　　two. Seller's service attitude:

　　This is to assess the service attitude of the merchant’s customer service. The rating depends entirely on customer service to improve, especially after-sales customer service.

　　Generally, pre-sales customer service will not have too many questions. Before the transaction has been completed, you will only ask some questions you want to know and worry about. As long as you answer them normally, you will be fine. The most likely thing to have low ratings is the after-sales sector. If the customer is not satisfied with the product, once we do not answer in time or there is no solution that satisfies the customer, the customer will give us a low score. The best way to solve this problem is not to delay the customer's problem and solve it in time when encountering problems.

　　Also, we should summarize the chat records regularly and give clear response plans when there are many problems. Once this problem occurs, it can be solved immediately.

　　three. Logistics service attitude:

　　This is the most difficult to solve, because different express delivery companies and different outlets give customers different experiences. The best solution is to find a larger express delivery company to cooperate with, and do not choose a small express delivery company to save money. After the order maker prints out the order, the warehouse packs it out of the warehouse. The courier comes to pick up the pieces, then get on the bus, and then transport it halfway and then sign for the signing. There are still many problems in this link, and the common problems include:

　　1. There is no logistics update in the middle of the package;

　　2. The goods have not been received, but the logistics information shows that they have been signed for;

　　3. The honeycomb’s pickup code was not received;

　　4. Or you may receive the honeycomb pickup code, but fail to pick up the code in time due to personal reasons, resulting in the pickup code expired;

　　5. No text message or phone number received, and the package was placed in the doorman;

　　6. The package was received, but the inside was deteriorated and deformed, but the outer packaging was intact;

　　7. Or the outer packaging is intact, but there are fewer things.

　　Most of the above problems are related to third-party logistics, and some are problems with merchant warehouses. No matter what the situation is, the seller himself is not going to negotiate with the buyer, which still leads to the buyer's low score.

　　The above mentioned how to prevent the problem of DSR decline, but how can some friends recover their DSR? How do we prevent the decline in DSR score?

　　Through the above analysis, we know the importance of DSR to our store. So how do we want Yufang? Generally, abnormal DSR scores basically occur after official promotions or large-scale store events, such as: Double Eleven, Double Twelve, Juhuasuan, Taobao rush purchases, daily special offers, etc. Therefore, it is particularly important to do a good job in prevention during this period. The specific prevention work is as follows: (Original author of this article: Shadow Puppet, please keep it if you reprint it)

　　1. Here we need to create a DSR score form (just follow the following to make it). Record changes in DSR scores every day, and if there is a continuous week of decline, you should pay attention. If this happens, we do the following:

　　2. Customer service quality

　　As a direct and customer base, customer service is a very important factor in affecting this DSR. As a customer service, your expertise, your response speed, and your attitude directly affect your DSR. The customer service conclusion guides the customer to give a five-star praise after confirming the receipt.

　　If the above methods are used, the effect is still not obvious, you need to consider whether it is a problem with the product itself. The most correct way at this time is to reduce the promotion of this product, find a new one with high customer satisfaction, and increase the promotion to replace products with low satisfaction.

　　As long as we pay attention to the store’s DSR data every day, there will be no green situation. At the same time, DSR does not become lower immediately. It is caused by long-term squeezing and not solving the problem, which is gradually caused. So you must pay attention to the store every day and kill the danger in the cradle. Don’t wait until the store’s DSR is green before you find a way. The price you have to pay at that time is too high.