Many Douyin shop operators face a common challenge: despite diligent management, their experience scores remain stubbornly low, leading to dwindling traffic, exclusion from premium programs like the Selection Alliance, and ultimately, disappointing sales figures. The experience score functions as a Sword of Damocles for Douyin merchants—a crucial metric that can determine a store's survival under the platform's latest regulations.
Recent policy changes have elevated the importance of experience scores: 4.2 points now serve as the threshold for Selection Alliance eligibility, while 4.3 points represent the minimum requirement for product placement in Douyin's mall and access to recommended traffic. Consequently, maintaining scores above 4.7 or even 4.8 has become essential for sustainable operations.
Experience Scores: The Lifeline of Douyin Shops
Experience scores serve as a comprehensive measure of service quality and customer satisfaction, directly influencing a store's traffic acquisition, promotional opportunities, and conversion rates. Stores with high scores benefit from increased platform recommendations and customer acquisition, while low scores trigger reduced visibility, operational restrictions, and potential penalties.
Diagnosing Your Store's Performance
Effective score improvement begins with accurate assessment. Operators must first identify their current position within the platform's tiered evaluation system.
For Stores Scoring ≥4.5: Optimization and Maintenance
Shops meeting this benchmark demonstrate competitive performance but must maintain rigorous standards:
- Order fulfillment: Prioritize timely dispatch and proactive logistics monitoring to maximize collection rates.
- Customer service: Maintain constant availability through Feige messaging with professional, solution-oriented interactions that naturally encourage positive ratings.
- After-sales management: Implement rapid response protocols for returns and complaints to minimize negative feedback.
For Stores Scoring <4.5: Strategic Recovery
Sub-4.5 scores indicate significant operational deficiencies requiring immediate corrective action:
- Promotional product strategy: Introduce low-cost, high-demand items with minimal return risk (e.g., pet grooming tools, household essentials) as traffic drivers.
- Customer service overhaul: Implement extended-hour staffing with mandatory response time targets.
- Logistics optimization: Establish direct manufacturer integration for order fulfillment to improve dispatch efficiency.
- Feedback incentives: Develop compliant rating encouragement programs while ensuring product quality consistency.
Fundamental Improvement Principles
Sustainable score enhancement requires focus on three core areas: product selection, fulfillment efficiency, and post-purchase support. Genuine improvements in these operational fundamentals naturally translate into higher customer satisfaction and stable score progression.
The experience score ultimately reflects operational health rather than serving as an independent target. Successful Douyin shop management demands continuous adaptation to platform updates, coupled with systematic collection and implementation of customer feedback to maintain competitive advantage.