About Product's Rating and Reviews : Groupon Goods Marketplace

About Product's Rating and Reviews

5 tips for how to improve your average product ratings on Groupon

Ask for data Your product catalog is unique and therefore the customer feedback on your products will be unique. Request your ratings / review data fro...

Wed, 31 Mar, 2021 at 1:44 PM

Why is my product closed due to low ratings?

In an effort to provide protect our customer's experience, Groupon closes deals with poor ratings. Customers that leave a low rating are more likely to...

Thu, 25 Mar, 2021 at 10:14 AM

What are the Rating and Reviews policies?

The goal of the Goods Marketplace rating policy is to create a positive customer experience. We ensure that the ratings and reviews are from verified Groupo...

Thu, 25 Mar, 2021 at 9:03 AM

How are product reviews collected?

Goods Marketplace ratings and reviews surveys are generally sent to customers two days after a product is delivered. Typically we can expect to receive a su...

Thu, 25 Mar, 2021 at 8:43 AM

Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		100%
Tracking Uploaded On-Time Rate	The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.		>98%
Tracking Movement On-Time Rate	The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.		>97%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	<6 Days
Customer to Merchant On-Time Response Rate	The rate at which tickets and messages created by customers receive a response within 1 business day.		>95%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		<0.5%
Return Rate	The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.		<0.5%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		<1.4%
Customer to Merchant Contact Rate	The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.		<3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		>70%

Metric

Description

Score

Goal

Overall Performance

Overall Scorecard Health

100%

Tracking Uploaded On-Time Rate

The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.

>98%

Tracking Movement On-Time Rate

The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.

>97%

Cycle Time

Average time elapsed between the date an order is placed, and the date that order is marked delivered.

Days

<6 Days

Customer to Merchant On-Time Response Rate

The rate at which tickets and messages created by customers receive a response within 1 business day.

>95%

Cancellation Rate

The rate at which orders placed are then cancelled by the merchant prior to tracking upload.

<0.5%

Return Rate

The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.

<0.5%

Customer to Groupon Contact Rate

The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.

<1.4%

Customer to Merchant Contact Rate

The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.

<3.6%

Customer Satisfaction Score

The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.

>70%

About Product's Rating and Reviews

's Scorecard