The PrestaShop Marketplace Expertise scale is a set of statuses corresponding to criteria for customer satisfaction.
Every Monday, your status is calculated based on these criteria. Seniority and rankings are based on your entire PrestaShop Marketplace Partner history. In contrast, the support quality is calculated over the last 6 months. Your status does not take into account changes that occur the week prior to the calculation of status (as you may not have enough time to answer your last support questions).
The goal of this qualification
To get an optimal customer satisfaction, we aim above all to highlight the quality of our catalog and services that we offer.
The expertise ranking serves both as a trust and experience indicator to our customers and also as guidelines for our sellers.
On your seller account dashboard, you can see the areas for improvement to climb the ranks to become Conqueror, Captain or even Superhero.
For now, the status is only displayed in the seller account; in January 2016, your status will be displayed on your products sheets and customers can use layered navigation to filter products by seller status.
To sum it up, the expertise ranking is the opportunity for you to:
- Highlight your products in our catalog;
- Showcase your dedication to customers and gain competitive advantage;
- Multiply your sales because merchants will know they can trust you!
What stands behind "Support quality"
Support quality takes into consideration the following:
- Response rate: it is important for customers to get a response to their questions. Of course we take into account that the seller cannot always have the last word; therefore, you won't be penalized if you don't answer the last customer's email, when they may be thanking you without asking more!
- Average response time;
- Support rating by the customer who rates both the speed of your reply and its quality.