As a Riwaya seller, you're given some key numbers to help you see how your business is doing. These metrics, found in your weekly emails and your seller dashboard, are designed to give you a quick and clear picture of your performance.
Here’s the breakdown of what each of these numbers means and how they work, so you can easily understand how to use this information to grow your business on Riwaya.
1. Communication Metrics
These metrics show how well you're connecting with your customers:
a. Unread Messages: Your To-Do List for Customer Chats
What it is: This is simply the number of new messages from customers that you haven't opened or replied to yet. Think of it as a reminder of who's waiting to hear from you.
How it works: It's a straightforward count. When you get a new message, the number goes up. When you open or reply, it goes down. Keeping this number low means you're on top of customer questions and requests.
b. Response Time: How Quickly You're Getting Back to Customers
What it is: This is the average time it takes you to send your first reply to a customer's message. It shows how fast you're engaging with your buyers.
How it works: Riwaya looks at when a customer sends a message and when you first respond. It then averages these times for all your messages over a certain period (usually the last week).
If it says you're "below the top 5% of Riwaya Sellers," it means the fastest responders on the platform are getting back to customers quicker than you, so there's room to speed things up!
2. Sales Performance Metrics
These metrics give you a snapshot of how your sales are doing and how well you're managing your orders:
a. Overall Score: A Quick Look at Your Overall Sales Health
What it is: This score gives you a general idea of how your sales are performing overall, combining different contributing factors like customer satisfaction, order volume, and product popularity.
How it works: The overall score is a combination of your Tracking Rate, Delivery Rate, and Cancellation Rate. A higher score is better. It means you're doing a good job of getting orders to customers and keeping cancellations low.
Note: This score is a running average and will show up if you've had sales in the last week. It also resets every few months.
b. Delivery Rate: How Often Your Orders Arrive within the Expected Timeframe
What it is: This is the percentage of orders that you successfully delivered to your customers within the expected delivery timeframe.
How it works: This metric looks at all your completed orders within a specific period. An order is considered delivered on time if the time taken to complete the order is within the expected shipping time you’ve set. This helps measure how well you're meeting your delivery expectations for customers.
c. Tracking Rate: How Often You Provide Tracking Info.
What it is: This is the percentage of your orders that have valid tracking information provided to the customer.
How it works: The tracking rate measures how often you provide tracking IDs for your orders. A higher tracking rate means you’re giving your customers the visibility they need, alerts them of the order status and also helps in case of delays - which helps improve their shopping experience.
If you're "Top 5% of Riwaya Sellers," it means you're excellent at keeping customers informed about their shipments.
d. Cancellation Rate: How Often Orders Get Cancelled
What it is: This is the percentage of orders that were cancelled because of something on your end (as the seller).
How it works: Maintaining a low cancellation rate is crucial for keeping customer trust and ranking high on platforms like Riwaya. To ensure this, stay on top of order updates and keep your stock levels accurate and up-to-date.
By preventing cancellations through proactive inventory management and order monitoring, you can maintain a strong reputation and improve your seller standing and crucially lead to repeat sales.
Pro Tip: Your Riwaya seller dashboard gives you a more detailed look at these numbers over different periods of time. You can see trends and get a better understanding of how your business is performing week by week or month by month.
3. Understand How You Compare to Other Riwaya Sellers
For your key metrics, you'll see a tag that tells you how your performance compares to other Riwaya sellers. Here's what those tags mean:
a. Top 5% of Riwaya Sellers: If you see this tag next to your Overall Score or Tracking Rate, or Cancellation Rate (where a lower rate is better), it means you are performing exceptionally well and are among the top sellers on the platform for that specific metric.
b. Below 5% of Riwaya Sellers: If you see this tag next to your scores, it indicates that your performance in this area is significantly lower than the 5th percentile of all seller scores. This highlights a critical opportunity for improvement that could lead to potentially better sales.
c. Below 10% of Riwaya Sellers: It indicates that your performance in these areas is below 80%. While not as critical as being in the bottom 5%, it still signals a need for attention and potential optimisation to improve customer experience and your operational efficiency.
4. Why These Metrics Matter for Your Success
Knowing what these metrics mean and how they work helps you:
a. Keep Customers Happy: By responding quickly and delivering on time, you'll have happier customers who are more likely to buy from you again.
b. See Where You Can Improve: If your cancellation rate is high, you know you need to look at your inventory or shipping processes. If your response time is slow, you know you need to be more active in your messages.
c. Track Your Progress: By watching these numbers over time, you can see if the changes you're making are actually helping your business grow.
d. Ensure Steady Performance to Avoid Risk: Consistently low performance in these metrics could lead to a member of the Riwaya team reaching out to offer guidance and assistance.
Alert: In cases where improvements are not made over time, there could be a risk of removal from the Riwaya platform, which may affect your sales. We encourage you to stay on track and reach out for any assistance you may need.
Ready to Improve Your Performance?
Take control of your Riwaya metrics today and start optimising your business for greater success! If you need any help or have questions about improving your performance, feel free to reach out to the Riwaya support team. We're here to guide you every step of the way.
