For TikTok Shop Sellers : How to improve Shop Performance Score (SPS)

I. What is TikTok SPS?​

The Shop Performance Score (SPS) is a dynamic scoring system ranging from zero to five (0-5), designed to help you grow your business. Your shop will automatically receive an SPS once you have delivered at least 30 orders (excluding fake orders and sample orders) within the past 90 calendar days.​

​

II. Importance of TikTok SPS for Your Shop​

1.  Receive Performance Improvement Recommendations

A high score can lead to increased recommendations for your shop.​

2.  View Your Competitive Ranking

See how your shop ranks compared to other sellers in the same category. A good score can make buyers more likely to choose your products, boosting shop exposure and conversion rates.​

3.  Gain Access to Growth Tools

Qualify for programs and tools within the TikTok Shop Seller Center that enhance shop visibility and sales, such as Affiliate Marketing, Shop Ads, and Campaigns.​

​

III. How is TikTok SPS Calculated?​

The Shop Performance Score is based on your shop's bestselling category over the last 90 days. It reflects your performance relative to other sellers in that category. The SPS is divided into three dimensions, with specific metric weights varying by category.​​

1.  Product Satisfaction​


	

	
Negative Review Rate: The percentage of delivered orders in the last 60 days that received an initial 1- or 2-star product review.​
	
	

	
Non-Buyer Fault Return and Refund Rate: The percentage of delivered orders in the last 60 days that led to a refund or return request due to issues caused by the seller or logistics partner (e.g., damaged package).​
	


2.  Fulfillment and Logistics​


	

	
Seller Fault Cancellation Rate: The percentage of orders placed in the past 30 days canceled due to seller fault (e.g., out of stock, late shipping, pricing errors). Note: Issues related to Fulfilled by TikTok (FBT) logistics are excluded.​
	
	

	
On-Time Delivery Rate: The percentage of orders delivered by their designated "deliver-by date" out of total orders expected to be delivered in the last 30 days. Fulfilled by TikTok (FBT) and Express Shipping orders are exempt from this calculation.​
	


3.  Customer Service​


	

	
IM Dissatisfaction Rate: The percentage of chat conversations in the past 60 days where customers gave a low satisfaction rating (1-2 stars) in a post-chat survey.​
	
	

	
After-Sales Handling Time: The average time sellers take to handle refund, return, cancellation, or replacement requests.​
	






​

IV. How to Improve Your TikTok SPS Score​

1.  Understand All Metrics

Thoroughly grasp the definition, measurement standards, application scenarios, and exclusions for each metric (e.g., negative review rate, after-sales handling time, chat satisfaction). Clear understanding is the first step to improvement.​

2.  Ensure Product Quality and Operational Compliance


	

	
Accurate Product Listings: Use high-quality images/videos to truthfully display color, size, and material. Write clear, detailed descriptions.​
	
	

	
Localization and Compliance: Adhere to local import standards, religious/cultural regulations (e.g., Halal certification in Indonesia, prohibited product lists in different countries).​
	


3.  Provide Timely and Professional Customer Service


	

	
Respond Promptly: Use auto-greetings and set up quick replies for FAQs. Utilize customer service tools like Duoke to automatically welcome buyers and respond via auto-reply or AI chatbot when agents are offline, aiming for a response rate above 95%.
	
	

	
​​Communicate Clearly: Use simple, polite language. For multiple markets, provide support in the local primary language (Indonesian, Thai, Vietnamese, etc.). Tools like Duoke can facilitate translation for seamless communication.​
	
	

	
Handle After-Sales Issues Properly: Establish clear, fair return/refund policies. Resolve disputes amicably to avoid negative feedback.​
	


​

In summary, the TikTok Shop Performance Score (SPS) is a key metric established by TikTok Shop to evaluate seller performance. As sellers, we should strive to understand its standards and excel in all service aspects. This leads to better platform performance, an improved SPS, and ultimately, greater shop exposure and higher conversion rates.



Duoke is an AI intelligent customer service reception tool that integrates customer messages from multiple platforms such as Lazada, Shopee, Tik Tok Shop, Mercado, Facebook, etc.It unifies the management of multiple platforms and multiple stores, and centrally and efficiently processes customer messages.