Amazon Rebuilds the Buyer Dissatisfaction Rate: Yes/No Survey Replaced by a 1-to-5 Satisfaction Scale (Effective April 17, 2026)
Amazon has changed how it calculates the Buyer Dissatisfaction Rate (BDR), an account-health metric that tracks how often buyers are unhappy after a seller resolves a customer-service contact. The old post-resolution survey asked buyers a single yes/no question — "Did this solve your problem?" — and BDR was the share of "No" answers. As of April 17, 2026, that survey is replaced with "How satisfied are you with your recent customer service experience?", rated on a 1-to-5 scale. Ratings of 1-2 count as dissatisfied, 4-5 count as satisfied, and a 3 is treated as neutral and excluded from the calculation. Amazon says the new scale lets buyers give more precise feedback and that BDR should yield roughly the same percentage as before. The metric is most relevant to self-ship (FBM) sellers who handle their own customer service.
Key Points
- Effective April 17, 2026, Amazon replaced the binary yes/no Buyer Dissatisfaction Rate (BDR) survey with a 1-to-5 satisfaction rating
- The old survey asked "Did this solve your problem?" and BDR was the percentage of "No" responses out of all surveys sent
- The new survey asks "How satisfied are you with your recent customer service experience?" on a 1-to-5 scale
- Ratings of 1-2 count as dissatisfied (the new equivalent of "No"), and 4-5 count as satisfied; a rating of 3 is neutral and is excluded from the BDR calculation
- BDR is now the number of dissatisfied (1-2) responses divided by the total surveys sent after your cases are resolved
- Amazon says the change gives buyers more precise feedback and that BDR should yield roughly the same percentage as before; some sellers have questioned excluding the neutral "3" rating
What You Should Do Now
- 1Open Account Health and review your current Buyer Dissatisfaction Rate so you have a baseline before the new scale takes effect
- 2Understand that resolving a contact is no longer enough — buyers now rate satisfaction 1-5, so aim for experiences that earn a 4 or 5, not just a problem marked "solved"
- 3Note that a neutral rating of 3 is excluded entirely, so only clearly negative (1-2) responses raise your BDR
- 4Monitor your BDR trend after April 17 to confirm the recalculation keeps you within Amazon's acceptable threshold and adjust customer-service handling if it drifts up