Success on TikTok Shop depends on more than viral content and eye-catching videos. To truly thrive, sellers must focus on one critical metric that influences visibility, trust, and access to platform perks: the TikTok Shop Score, also known as the Shop Performance Score (SPS).

The Shop Score is TikTok’s performance-based rating system designed to assess how reliably and professionally a seller manages their store. While the exact scoring formula isn’t publicly disclosed in full detail, TikTok outlines clear performance areas that influence the score: product satisfaction, fulfillment and logistics, and customer service. A small number of TikTok Shop Partner Agencies have mastered the TikTok Shop Score.

If you’re struggling to improve your TikTok Shop Score – or you’re not sure what’s holding it back – this guide lays out proven strategies to raise it effectively and sustainably.

What Is TikTok Shop Performance Score (SPS), and Why Does It Matter?

The SPS is a dynamic score ranging from 0 to 5, based on the last 90 days of your shop’s performance. It’s only calculated if you’ve had at least 30 orders during that period. TikTok looks at three main pillars:

  • Product satisfaction
  • Fulfillment and logistics
  • Customer service

Your SPS determines your eligibility for key growth features like Flash Deals, TikTok-Funded Promotions, Shop Ads, and more. A high SPS not only enhances your store’s reputation, but it also improves your visibility on the platform, leading to more traffic, more conversions, and faster payouts.

How a Strong SPS Helps You Sell More

Your Seller Performance Score (SPS) isn’t just a health metric: it’s a growth lever. A higher score opens the door to better visibility, campaign access, and customer trust.

Higher Search and Recommendation Placement

TikTok Shop rewards reliable sellers. If you consistently ship on time, maintain low cancellation rates, and receive positive reviews, your products are more likely to appear in top spots on search and discovery feeds.

Access to Exclusive Campaigns

TikTok often invites high-performing sellers to major promotional events like 11.11 or seasonal sales. A strong SPS increases your chances of participating and benefiting from the added traffic and platform support.

Signals That Boost Buyer Confidence

Some regions display trust badges or highlight fast shipping for sellers with high performance. Even when not labeled, solid fulfillment and positive reviews help drive conversions by showing shoppers you’re dependable.

Faster, Better Support

TikTok prioritizes sellers with strong records when resolving disputes or account issues. A solid SPS means faster responses and more support when it matters most.

How to Increase your SPS

Improving your Seller Performance Score starts with consistent, customer-focused operations. Here’s a step-by-step look at how to strengthen your standing on TikTok Shop.

Step 1: Diagnose the Weak Points in Your Store

Before you can improve your SPS, you need to identify where you’re falling short. 

Within the TikTok Seller Center, visit the SPS dashboard and look at each sub-score. These metrics are not created equal, as some will impact your overall SPS more than others. You need to make sure that every product listing is optimized for TikTok Shop. Many times the product feeds from eCommerce platforms (Shopify, WooCommerce, Big Commerce, etc.) will need customization on TikTok Shop to ensure that your products and storefront are highly rated. This can take ongoing maintenance and updates as TikTok Shop evolves their rating system.

Pro tip: Focus first on the metric that’s dragging your SPS down the most. If you’re losing a full point due to delayed fulfillment, fix that before worrying about a few poor product reviews.

Step 2: Treat SPS Like a Business KPI, Not a Customer Service Metric

One of the biggest mistakes sellers make is treating SPS as a side metric or something the customer service team can fix by themselves. In reality, your entire operation affects SPS.

Think of it this way: your TikTok Shop is a full-fledged eCommerce storefront. If you’re serious about growth, you need to treat SPS like you would customer acquisition cost, conversion rate, or ROAS. That means ongoing operational audits, proactive changes, and using performance data to guide decisions.

Establishing a high SPS and maintaining it requires constant monitoring, adjustments and optimizations. You need to make sure that you are constantly adjusting your product listing, so be optimized for TikTok Shop Search. This increases the value of your products in the eyes of TikTok and helps improve both your SPS while driving more purchases.

Step 3: Supercharge Product Satisfaction by Managing Expectations

Product satisfaction is often misunderstood. It’s not just about product quality. It’s about customer expectations aligning with reality. Even a good product can get slammed with poor reviews if the description is misleading or incomplete.

Here’s how to boost satisfaction at scale:

  • Rework your product detail pages. Add more photos, videos, and detailed specs. Include context like “size of model in photo” or “works with X type of outlet.”
  • Have high quality short videos. The organic TikTok videos and TikTok ads need to be high quality and highly match your product listings. This is a common area where sellers need help from TikTok Shop Partners.
  • Anticipate common objections. If customers often complain about something predictable (e.g., “the material is thinner than expected”), add a note to your product listing.
  • Actively request reviews. Follow up with satisfied customers using TikTok Shop’s messaging system or email flows to ask for positive reviews. Offer a small incentive for returning customers to leave feedback.

And always, respond to every review, even the bad ones. A thoughtful response to a negative review shows you care, and can actually win back future customers.

Step 4: Optimize Your Fulfillment Process for Speed and Accuracy

Fast, reliable shipping isn’t just about logistics; it’s a key growth driver on TikTok Shop. Sellers with low Late Dispatch Rates and Seller-Fault Cancellation Rates outperform their peers across the board.

To improve logistics:

Build a buffer into your shipping timelines. Underpromise and overdeliver. If you can usually ship in 2 days, promise 3.

  • Set cut-off times and stick to them. Daily order batching can prevent fulfillment chaos.
  • Use automation tools to manage inventory syncing and order flow between TikTok Shop and your warehouse or 3PL.
  • Document your packing process. Snap a photo or video of each packed order before shipping to protect yourself against false claims.

If order volume is fluctuating and causing issues, don’t hesitate to temporarily extend your shipping lead time using TikTok’s deadline extension tools.

Step 5: Streamline and Scale Customer Service Responsiveness

TikTok Shop customers expect fast responses, not just polite ones. The 24-Hour Response Rate is a critical component of SPS, and the good news is that it’s one of the easiest to fix.

Strategies to improve response time:

  • Set up an auto-responder that acknowledges the customer’s message and outlines next steps.
  • Integrate a CRM like Zendesk or Gorgias to handle customer inquiries across channels with consistent SLAs.
  • Establish internal guidelines: Every inquiry should be answered within 12 hours, even if a full resolution takes longer.
  • The top TikTok Shop Agencies provide this service for TikTok Shop Sellers and it is a huge benefit since it is a critical component of the SPS.

Remember: resolving tickets quickly not only improves your SPS but also minimizes the likelihood of escalations and complaints that can trigger SPS drops.

Step 6: Embrace Sampling and Loss-Leader Strategies (Tactically)

This is a bold move, but it can be a game-changer: if your SPS is lagging due to fulfillment or satisfaction metrics, consider a targeted push in order volume to “wash out” negative ratios.

For example:

  • Run a Flash Deal or TikTok-Funded Promotion on a low-cost item you can fulfill quickly and confidently.
  • Offer free samples or BOGO deals to move more orders through your shop with minimal risk.

Why does this work? Because SPS is based on percentages and ratios. Increasing your total order count with successful transactions can reduce the impact of recent negatives, assuming you get fulfillment and satisfaction right.

Step 7: Use Shop Ads Strategically to Boost Conversion Quality

Running Shop Ads can indirectly raise your SPS,  but only if your product pages and fulfillment systems are airtight. A surge in orders from Shop Ads with poor product-market fit or late fulfillment will tank your score.

Here’s the play:

  • Only promote products with great reviews and a strong fulfillment track record.
  • Monitor complaint and return rates after ads go live. If a spike occurs, pause immediately and investigate.
  • Use TikTok Ads Manager to track which creatives or audiences produce high satisfaction buyers (lower return rates, fewer complaints). Then scale what works.

Done right, this strategy not only boosts sales but also increases your average SPS by feeding more successful orders into the system.

Wrapping It Up

Your Shop Performance Score is more than a requirement to unlock features –  it’s a trust signal to customers, to TikTok, and to potential affiliate partners. Raising it requires consistency, transparency, and a focus on delivering value at every step of the customer journey.

If your SPS is low, don’t panic. Use it as a signal, or a blueprint for improvement. TikTok Shop gives you the data. The work is yours to do.

And if you’re looking to grow faster with expert help, from optimizing your logistics to building a high-converting TikTok Shop presence, consider working with a certified TikTok Shop partner like GrowMojo. We specialize in helping sellers raise their SPS, scale profitably, and unlock the full potential of TikTok commerce.

Ready to improve your TikTok Shop Score and supercharge your sales?

Contact GrowMojo today and get the expert support you need to thrive on TikTok Shop.