A relationship that starts off well should stay that way for as long as possible. Your customers sometimes contact you to request your assistance through an after-sales service in the back office.
Our charter requires you to provide them with a clear, relevant and courteous response within 24 working hours. In order to avoid situations in which the customer could suffer from a poor quality response or not meet the deadlines imposed by our charter, we have created the SOS button.
This button appears in the interface of a customer-side after-sales service from the moment that the previously mentioned criteria are not respected. By clicking on this button, the customer requests the intervention of Back Market and causes an escalation of the after-sales service to our customer service. Directly to the after-sales service.
The "SOS Claim Rate" is the number of orders for which your customers have requested the intervention of Back Market by clicking on the SOS button on the number of total orders over a given period of 60 days.
SOS Claim Rate = Number of orders with SOS / Total number of orders
The rate is strongly related to the NRR (Negative Review Rate), as both of them will be part of the NCER (negative Customer Experience Rate).