Taobao and Tmall officially launch a new version of the store evaluation system “real experience points” to encourage merchants to improve the quality of goods and services – Passionategeekz

Passionategeekz On June 30, Taobao and Tmall today announced that it had officially launched the new version of the store evaluation system “real experience points”. According to reports, the new store evaluation system has established a complete set of real, objective and transparent consumer experience feedback mechanisms based on three aspects: product quality, logistics speed, and service guarantee, reflecting the current real consumer experience of the store, and directly linking it with core fields such as search, recommendation, marketing, and advertising, so that high-quality original and good merchants can get more growth opportunities.

According to Passionategeekz, after the real experience score takes effect, consumers can directly view the store’s “real experience score” on the product details, store homepage, and store impression page, and make consumption decisions.

In April this year, Taobao and Tmall announced the relevant rules for real experience scores, so merchants can view pre-effective scores in the background, and improve the real experience scores of the store by improving product quality and service operation level.

As of the effective date of the real experience score, there are 1.2 million high-scoring merchants on Taobao and Tmall with real experience scores higher than 4.8 points on the entire platform.

In order to help merchants “improve points”, Taobao and Tmall will also launch diagnostic and improvement suggestions functions at the same time. Under this function, merchants only need to set target scores, and the platform will give accurate diagnosis and specific improvement suggestions. If they are implemented according to the suggestions, merchants can achieve score improvements.

For high-scoring merchants with good products and good services, Taobao and Tmall will not only provide more support in core areas such as search, recommendation, marketing, and advertising, but will also provide more opportunities for good merchants through related products.

At present, Taobao and Tmall have launched the search store rating screening function, which can help consumers choose high-segment store products with one click; with real experience scores, high-segment store products are easier to be seen by consumers, and merchants that provide good products and good services are expected to gain more opportunities for business growth.

Specifically, the real experience score will focus on the assessment of “first-term product return rate” and “product bad review rate” in terms of product quality, only looking at the order signing, and the indicators are more objective; in terms of logistics speed, focus on the assessment of “48-hour collection timely rate”, “logistics arrival time” and “logistics abnormal rate”; in terms of service guarantee, focus on the assessment of “Wangwang 3-minute manual response rate”, “Wangwang satisfaction”, “refund processing time” and “platform help rate”.

In addition, in order to ensure the objective and fair assessment, Taobao and Tmall have set up corresponding violations to avoid sellers from falsely obtaining store real experience points through improper means or maliciously attacking peer stores. Taobao and Tmall also launched a complaint channel. If merchants have any objections to the relevant penalty, they can file a complaint in Qianniu backend. The successful appeal will not be included in the experience score assessment.

According to the relevant person in charge of Taobao Customer Operations Department, the fundamental purpose of “real experience score” is to use a real and effective scoring system to encourage merchants to improve the quality of goods and services and realize the “good money drives out bad money” for merchants’ operations.

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