AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop says IM Dissatisfaction Rate measures the share of rated chat conversations that get 1-2 stars for poor customer support. It is used in Shop Performance Score, updated daily, and should be kept low by responding quickly, using FAQs/quick replies, and resolving issues clearly.
Key points
Applies to all TikTok Shop sellers.
Measures 1-2 star post-chat survey ratings.
Based on rated chats from the past 60 days.
Published daily on the SPS page / Seller Center.
Low ratings can rise if questions stay unanswered; the source estimates a 5% increase per hour.
Chatbot and FAQ channel negative reviews are excluded from SPS in some cases.
No enforcement actions; it does not affect Account Health Rating.
Sellers can report suspected malicious surveys via Report user.
Target guidance in the source: keep IM Dissatisfaction Rate below 15%.
Say / show
Respond to customer questions quickly.
Use quick replies, FAQ cards, saved replies, chatbots, and proactive messages.
Train agents to be professional, empathetic, and constructive.
Give clear, helpful answers and offer solutions.
Close resolved chats and mark spam/no-response-needed when appropriate.
Check Seller Center / SPS daily and monitor chat notifications.
Do not say / show
Do not say non-substantive greetings like only “Hi” or “Hello” count as support.
Do not say the metric has violation enforcements or affects Account Health Rating.
Do not say all bot/FAQ reviews are always counted; the source says some chatbot/FAQ negative feedback is excluded from SPS.
Do not promise that a reported survey will be removed immediately; the source says it may be excluded within 7 days after verification and approval.
Violation risks
The source says there are no violation enforcements for IM Dissatisfaction Rate.
The metric is used in Shop Performance Score, so poor performance may still signal service issues.
Unanswered customer questions may increase low ratings.
Using only greetings or giving unclear answers may lead to low satisfaction ratings.
Who it affects
All sellers on the TikTok Shop platform.
Customer service agents and shops handling IM chats.
Sellers using chatbot, FAQ cards, quick replies, or saved replies.
Source notes
Verify against the TikTok source before acting, because policy details and examples should be checked on the live page.
The source text includes examples and operational guidance; use the TikTok page as the final reference.
This summary only reflects the provided source text and does not add extra TikTok policy requirements.
Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1
Readable Policy Copy
Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.
Key Points:
Instant Messaging (IM) Dissatisfaction Rate is the percentage of chat conversations that received 1 to 2 stars because of customer support that did not meet expectations.
Attend to customer questions quickly. For every hour you leave a customer question unattended, the number of 1 to 2-star ratings is estimated to increase by 5%.
Set up quick replies and build your FAQ library with automated cards, chatbots, and saved replies.
IM Dissatisfaction Rate will be evaluated on a daily basis and published on the Shop Performance Score (SPS) page.
Overview
This metric applies to all sellers on the TikTok Shop platform. A key part of a great customer experience is providing excellent customer support. Instant Messaging (IM) Dissatisfaction Rate reflects how satisfied customers were with your IM chat support. When customers give 4 and 5 stars, you know they received the support they needed. A rating of 1 or 2 stars indicates that they were not able to solve their problem through the chat or they waited too long for an answer. 📌 IM Dissatisfaction Rate is included in your overall Seller Performance Score—alongside other measures of product satisfaction, logistics and fulfillment, and customer service.
How IM Dissatisfaction Rate is Calculated
IM Dissatisfaction Rate looks at low ratings. This would be calculated as the percentage of chat conversations in the past 60 days where customers gave a low satisfaction rate (1 to 2 stars) in a post-chat survey.
Formula: IM Dissatisfaction Rate = (Number of 1 to 2 star ratings ÷ Rated chats) x 100%
Since sellers cannot fully control the service quality of some types of channels, the platform will exclude IM negative reviews from Chatbot and FAQ channels in the SPS to ensure a fairer and more accurate assessment. Exclusion Scenarios:
When a consumer consults a seller, the response is provided by Chatbot before the seller manually intervenes, and the consumer has already left the conversation and left a review.
Negative feedback from consumers caused by the quick replies set in the Frequently Asked Questions (FAQ) library.
📌 Example Explanation
Shop A has a total of 100 reviews, among which 10 are low-satisfaction reviews, which include 6 reviews for human customer service and 4 reviews from chatbots and FAQ. The IM Dissatisfaction Rate (IM-DSAT) is calculated as follows:
IM-DSAT = (10-4) / (100-4) =6 / 94 = 6.25%
For example, out of 5 chats customers had with Shop ABC in the past 60 days, 2 of those had a low satisfaction rate. The shop's IM Dissatisfaction Rate would be calculated as:
A shop's IM Dissatisfaction Rate refreshes daily and is published in Seller Center. Top sellers provide good customer service by keeping their IM Dissatisfaction Rate below 15%.
What Drives High Customer Satisfaction
Aim to respond to customer queries within the shortest possible time and support customers thoroughly to resolve their issue. Common reasons for high satisfaction include:
Customer's question was answered
The answer given was clear
Easy to contact the seller
Easy to find answers from FAQ cards
Responses go beyond casual non-substantive greetings. Customers expect their questions to be addressed, so replying only with “Hi” or “Hello” may lead to low satisfaction ratings.
How IM Dissatisfaction Rate Impacts Your Shop
IM Dissatisfaction Rate is a useful metric that can help you:
Understand how satisfied customers are after chatting with your customer support
Identify service gaps and training needs
Improve issue resolution and build customer trust
A low percentage in IM Dissatisfaction Rate indicates that you are providing customers with good-quality support, meaning customers are happy with the conversation and gave you 4 or more stars. A high percentage in IM Dissatisfaction Rate signals potential issues in service, meaning customers are frequently giving 1 to 2 stars. For every hour you leave a customer question unattended, the likelihood for a low satisfaction rate is estimated to increase by 5%. When an ongoing chat with a chatbot or agent ends, a survey will be automatically shown to the customer who initiated the chat. They can then click Evaluate Service to rate their satisfaction with the interaction. Customers can only answer the survey once per chat session, so strive to provide a positive and helpful experience in every interaction. Depending on your shop's primary category's characteristics and what is most important for customer experience, IM Dissatisfaction Rate may be a critical part of your Shop Performance Score calculation.
Enforcement Actions and Appeals
We want to ensure that you are fairly evaluated. If you believe malicious survey responses were included in your IM Dissatisfaction Rate in error, you can report the customer by clicking the dropdown menu in the upper-right corner of the chat window and selecting "Report user". Once the report is verified and approved by us, the corresponding conversation may be excluded from the IM Dissatisfaction Rate calculation within 7 days of the report submission. Alternatively, chat with support through the Help Center or contact your Account Manager.
How to See Your IM Dissatisfaction Rate
To see your IM Dissatisfaction Rate, follow these steps:
Head to Seller Center homepage
Use the sidebar to navigate to Shop Performance Score under Account Health
Click Preview at the top of the Shop Performance Score page
Scroll down to the Monitor the following metrics section
Under Customer Service, click on IM Dissatisfaction Rate
Scroll down to the Problem Order Details section
The table displays all customer messages in the past 60 days that have received a 1 to 2 star rating in post-chat surveys.
How to See Your Customer Messages Performance
To view the overall satisfaction trend in your customer messages, follow these steps:
Head to Seller Center homepage
Use the sidebar to navigate to Service Analytics under Customer Messages
Check that you have selected the same date range as what is shown on your IM Dissatisfaction Rate
Click on Satisfaction Rate under Chat Overview
To see the chat history of a chat that received 1 to 2 stars, follow these steps: From the Service Analytics page:
Check that you have selected the same date range as what is shown on your IM Dissatisfaction Rate
Go to All Chats
For Chat Type, filter for Low Satisfaction (<2*)
Click on the chat to open its chat history
From the Shop Performance Score IM Dissatisfaction Rate page:
Scroll down to the Problem Order Details table
Click on the chat to open its chat history
Tools to Help You Respond Faster and Smarter
AI Recommended Replies:Launching September 12 – During a chat, the system will offer real-time reply suggestions based on the customer’s message. These automated suggestions help sellers craft meaningful, high-quality responses, improving customer satisfaction. The feature is auto-enabled for all sellers, so you can start using it immediately.
Customer Insights: To give sellers more context about each customer, the chat workbench displays useful information such as contact history, sentiment, order activity, and engagement. These insights help sellers prioritize messages and respond more effectively, improving the overall customer experience.
Prepare a list of Frequently Asked Questions (FAQs). Good FAQs are direct, actionable, and provide alternative solutions for your customers. Use a conversational tone, as if you are personally speaking to your customers. Some examples include:
Q: Where is my order?
A: You can track your order using the tracking link sent to your email after dispatch. If you have not received a tracking link or if your order is delayed, please contact us through chat and we will be happy to assist.
Q: Can I change or cancel my order?
A: Yes, you can change or cancel your order within 1 hour of placing it, as long as it hasn't been shipped. Contact us immediately through chat and we'll do our best to assist.
Q: What if I receive a damaged or incorrect item?
A: We're really sorry for the inconvenience. Please send a photo of the item and your order number to our support team. We'll arrange a replacement or refund right away.
Set up your automated replies
Set up quick replies and build your FAQ library in three easy tools in Seller Center:
Tool 1: Create Frequently Asked Question (FAQ) cards in the FAQ library to handle common customer inquiries. Ensure these are updated to manage incoming customer queries, especially when you have delayed shipments.
Tool 2: Turn on Chatbot and Proactive Messages tokeep customers updated about their shipment status and delays with your FAQs.
Tool 3: Create Saved Replies for FAQs like order status, shipping times, and return policies. These will appear within the chat window, making it easy to send quick, consistent responses.
Train your customer service agents
When responding to customer messages, it is essential to be professional, empathetic, and constructive.
Provide clear, helpful answers to the customer’s question. Non-substantive greetings (like “Hi” without follow-up) are not considered support and can negatively impact your satisfaction ratings.
Address the customer's concerns, offer solutions if applicable, and avoid engaging in arguments or using negative language.
Organize your customer messages
Close completed chats - Click the end session icon once a conversation is resolved to keep your chat queue organized.
For spam messages or messages that don't require a response, click on the "No response needed" icon to keep them from affecting your response rate.
Find out more about keeping customers satisfied in another way—product satisfaction! We measure this with Negative Review Rate. Find out more about this metric in our guide on Customer Reviews and Why They Matter.
Frequently Asked Questions (FAQs)
Why is IM Dissatisfaction Rate important?
This metric reflects how satisfied customers were with your IM chat support. When customers give 4 and 5 stars, you know they received the support they needed. A rating of 1 or 2 stars indicates that they were not able to solve their problem through the chat or they waited too long for an answer.
Are there enforcement actions for IM Dissatisfaction Rate?
No, there are no violation enforcements for IM Dissatisfaction Rate. This metric is only included in Shop Performance Score and will not impact your Account Health Rating.
I have a 15% IM Dissatisfaction Rate. Does this mean I'm performing poorly in my customer chat support?
An IM Dissatisfaction Rate of 15% indicates that 85% of your rated chats were satisfactory. We encourage you to continue monitoring this metric and implementing best practices to further improve customer satisfaction.
How can I prevent abusive customer reviews from affecting my IM Dissatisfaction Rate?If you believe that a customer is leaving bad reviews with abusive or malicious intent, you can report the customer by clicking the dropdown menu in the upper-right corner of the chat window and selecting "Report user". Once the report is verified and approved by us, the corresponding conversation will be excluded from the IM Dissatisfaction Rate calculation within 7 days of the report submission. Does the IM Dissatisfaction Rate cover bot responses? If so, how can we improve it?Yes, bot replies are included in the IM Dissatisfaction Rate calculation. This is because we evaluate from the customer's perspective—Customers are satisfied when their problems are resolved, regardless of a bot or human response. Bot sessions generally receive a higher satisfaction rate. If a customer gives a low rating to a bot response, they will be automatically transferred to a human agent assigned by you. When the customer's concerns have been addressed and gives a better rating, your Shop Performance Score will be updated to reflect the improvement.