Enhancing the E-comm Seller Experience
In response to rising seller dissatisfaction and abusive buyer behavior, Mu Sigma implemented strategic solutions for a leading e-commerce platform, successfully mitigating these challenges.
We created a robust framework to define Bad Selling Experiences (BSE) by analyzing historical interactions between buyers and sellers. This framework established a global metric, applicable across diverse organizations, regularly monitored on a weekly basis to assess the impact of new initiatives.
In addition, a proactive framework was developed to automatically suspend abusive buyers on our platform, establishing heuristic-based rules to maintain a secure and positive environment.
Furthermore, we introduced a trust score metric derived from sellers’ transaction history. Sellers with high trust scores became eligible for refunds through a strategic “refund campaign,” enhancing the overall seller experience.
Business Impact
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2000
Abusive buyers automatically suspended
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10%
Reduction in seller detractors
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$2M
More revenue to small businesses on the platform
Mu Sigma is a pure-play decision sciences company that believes the big D is Decisions, not data. Our integrated ecosystem of products, services and cross-industry best practices, Mu Sigma enables better decision-making for more than 140 Fortune 500 clients. Mu Sigma's unique interdisciplinary approach and application of AI, ML, computer vision and more drive innovation in solving high-impact business problems across sales, marketing, finance, operations, and supply chain. With over 3,800 decision scientists and experience across 12 industry verticals, Mu Sigma has been consistently validated as the preferred Decision Sciences and Analytics partner.
The firm's is derived from the statistical terms "Mu" and "Sigma," which symbolize a
probability distribution's mean and standard deviation, respectively.
