What is the Shop Performance Score (SPS) on TikTok Shop? How to improve it?

What is the Shop Performance Score (SPS)?

The SPS (Shop Performance Score) is a quality indicator that evaluates how well your shop performs on TikTok Shop. TikTok assigns it on a scale of 0 to 5, based on customer-satisfaction and operational criteria, and judges it against other sellers in your product category rather than a universal standard.

This score influences:

• Your ranking in TikTok Shop results
• Your visibility in product recommendations
• Your eligibility for certain promotional campaigns or services, and faster payouts

🎯 A good SPS = more traffic, trust, and sales.

How is the SPS calculated?

The SPS is built from three dimensions, measured across six operational metrics:

• Product satisfaction: how buyers rate what they receive versus what was promised (negative review rate).
• Fulfilment & logistics: on-time delivery and seller-fault cancellations (out-of-stock, wrong or damaged items).
• Customer service: instant-messaging responsiveness and after-sales handling time.

Since a 1 June 2026 update, TikTok added three newer metrics to this mix, On-Time Delivery Rate, After-Sales Handling Time, and Instant Messaging (IM) Dissatisfaction Rate (TikTok Shop Academy). Each metric is weighted differently depending on your category, and the score updates on a rolling window, so a bad week can pull it down and a good stretch can pull it back up.

What is a "good" Shop Performance Score?

Because TikTok benchmarks your score against sellers in your own product category, these ranges are indicative rather than fixed thresholds. As a rule of thumb, aim to keep your SPS above 4.0.

How to improve your SPS on TikTok Shop?

• Dispatch and deliver on time: on-time delivery is now a scored metric, so hit your promised windows. Consider Fulfilled by TikTok where available.
• Reply fast in messaging: IM dissatisfaction is scored, so keep response times low (aim for under a few hours).
• Handle after-sales quickly: approve returns and resolve refunds well within TikTok's windows.
• Keep stock in sync: to avoid seller-fault cancellations.
• Optimise your product pages: clear descriptions, accurate visuals and a readable return policy reduce negative reviews.
• Earn positive reviews: monitor satisfaction and follow up with buyers.

📌 Tip: use an e-commerce connector like Lengow to automate and secure your flows (stock, orders, deadlines) and protect the metrics that drive your score.

Track your SPS in TikTok Shop Seller Center

To check your Shop Performance Score:

• Log in to TikTok Shop Seller Center
• Open Account Health → Shop Performance Score (or Home → Shop Performance Score in the Seller Center app)
• Review the metrics flagged as your biggest opportunities and your gap to the category benchmark

You will also receive notifications if your score drops below certain thresholds.

How Lengow helps you maintain a good SPS

• Real-time stock synchronisation to avoid out-of-stocks and seller-fault cancellations
• Automatic tracking of orders and shipping deadlines
• Custom setup based on TikTok Shop requirements
• Expert support to structure your multichannel management

👉 Discover Lengow for TikTok Shop

Conclusion: the SPS, key to success on TikTok Shop

The Shop Performance Score is more than an indicator: it's a strategic lever to improve your visibility, reassure your customers and grow your sales on TikTok. By automating your processes with Lengow, you maximise your chances of reaching and holding an optimal score.