Not sure about these things. Just trying to see a future where the buyer's misperception can't unfairly influence DSR's.

All customer service "polls" ae based on perception, not facts. For example, when you finish talking to [insert company here] and they ask you to do that short survey... they are not asking whether the person really DID give you good helpful service, nor how fast they served you... they are asking how you FEEL.

That is the extremely important thing to understand. The system has nothing to do with "facts"... that postage DSR is not designed to rank sellers based on their actual posting time. It is intended to find out what the buyers feel the service was like.

Because at the end of the day, and in a overall global sense it's all about buyers and how they feel, and making buyers feel good is what makes success in retail sales.

Therefore, the challenge for many sellers is to work out how to improve the customer's perception of the transaction. If you can do that, then you don't need to improve your service levels.