Important Operations Update on Improving Customer Experience

[Posted on 2nd September 2022]

[Updated Dec 2022] - Weekly SKU exercise hides items with ≥1%  drop-off, illustrations remain at 30% for visualisation purposes. 

Dear Sellers,

As Marketplace continues to expand with our ever-growing seller base, we want to ensure the right policies are in place to continue to serve our customers with the highest standards. After careful consideration and reviewing your feedback, the previous seller penalty initiative that we implemented on 1 May 2022 will be temporarily replaced by a new initiative, which shifts the focus towards Customer Net Promoter Score (NPS). 

Customer NPS is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend our platform.

This is simply to ensure that our customers receive what they have ordered from us, and by extension, you, our sellers. As the customer’s experience is greatly impacted by the goods they receive, we will be closely monitoring the fulfillment rate of our seller’s SKUs moving forward. Any goods not fulfilled is referred to as a drop-off.

Process of New Initiative

Starting 5th September, any SKU(s) with ≥1% (updated) drop-off will be hidden on a weekly basis on Mondays. 

A Q&A webinar has been scheduled for 15th September, 3pm to answer any outstanding questions you have about this initiative. You may join the session virtually by using this link.

In the meantime, please refer to this flow for more information:

Every Monday, Starting 5th September: