Ratings

Ratings reflect the customer's experience with an order managed by your shop.

After receiving the order, the customer can rate their experience through the survey sent by email.

The score is incorporated into your shop's overall rating and helps other customers make a purchase decision.

The survey allows the customer to rate different aspects of their experience:

• The product received.
• The condition and quality of the packaging.
• Shipping and delivery time.

Stock management, order preparation, shipment tracking and communication during an incident may also affect the customer's overall perception.

Each score is incorporated into your shop's overall average, which is publicly displayed on your PcComponentes seller page.

The system also calculates an average of the ratings received during the last 3 months. Recent ratings therefore have a significant effect on the evolution of the result.

Public ratings, NPS and MQC metrics are different indicators:

• Ratings: are publicly displayed on your shop page and reflect the score customers gave to their shopping experience.
• NPS: is a satisfaction indicator calculated using surveys sent after delivery. The results are communicated through internal Mirakl reports.
• MQC: is the automated control that reviews certain operational metrics and may trigger warnings or automatic suspension when the configured limits are reached.

Ratings do not use the NPS levels of 65%, 68% or 72% and are not part of the automatic MQC warning and suspension rules.

To learn how NPS is calculated and which quality levels apply, see NPS and delivery efficiency .

A positive rating helps reinforce customer trust and shows that your shop provides a reliable shopping experience.

Negative ratings may highlight problems related to the product, packaging, stock, delivery or customer service. Use them to identify opportunities for improvement.

The BuyBox also considers the seller's overall quality, as well as price and shipping time. However, the star rating should not be interpreted as a single factor that guarantees or prevents winning the BuyBox.

For more information, see BuyBox .

Do not analyse only the score. Link each rating to the corresponding order to identify what caused the negative experience.

Check in particular:

• Whether the product received matched the information on the product page.
• Whether the product arrived properly protected and undamaged.
• Whether you had actual stock when you accepted the order.
• Whether the order was prepared and delivered within the stated deadline.
• Whether shipment tracking was valid and up to date.
• Whether the customer received sufficient information during an incident.
• Whether the same problem is repeated for a product, carrier, area or specific period.

Once you identify the cause, define a corrective action to solve the current problem and a preventive action to stop it from recurring.

For a complete analysis, see How to improve your quality indicators and prepare an action plan .

You cannot delete, disable or edit ratings from your seller account.

A rating is not removed simply because you disagree with its content or because it affects your shop's average score.

For more information, see Can I delete, disable or edit reviews? .

• Survey: after receiving an order, the customer can rate the product, packaging and shipping time.
• Visibility: the overall average is publicly displayed on your shop page.
• Period: the system also calculates an average for the last 3 months.
• NPS: is a different indicator and is communicated through internal reports.
• MQC: ratings are not part of its automatic warning and suspension rules.
• Suspension: a low average rating does not, by itself, automatically suspend the shop or block payments.
• BuyBox: considers the overall quality of the shop, together with price and shipping time.
• Negative ratings: analyse the order, identify the cause and apply corrective and preventive actions.
• Editing: you cannot delete, disable or edit ratings from your seller account.