💪 Empowering Amazon Sellers with Voice of the Customer
Amazon's "Voice of the Customer" page is a valuable resource for sellers looking to improve the customer experience. The Voice of the Customer dashboard is a hub in Seller Central where you can use feedback from customers to optimize your products and listings
Some key things to know about the Voice of the Customer dashboard:
1. It shows the Customer Experience (CX) Health of your offers, which is a metric that helps you understand your offers’ performance relative to similar offers based on recent orders and customer feedback.
2. You can review customer comments to identify issues affecting customers, such as mislabeled, damaged, or defective products, and inaccurate or incomplete product detail pages.
3. The CX Health is categorized as excellent, good, fair, poor, or very poor, so you can prioritize resolving issues for offers with poor or very poor CX Health.
- Excellent (green): Your offer is performing significantly better than similar offers.
- Good (light green): Your offer is performing well or better than similar offers.
- Fair (yellow): Your offer is performing comparably to similar offers.
- Poor (orange): Your offer is performing worse than the similar offers.
- Very poor (red): Your offer is performing significantly worse than the similar offers.
4. The dashboard also provides insights into the root causes of negative customer experiences (NCX Return Rate and NCX Review Rate), so you can take targeted actions to improve the customer experience.
Regularly monitoring and addressing the issues identified on the Voice of the Customer page is a key strategy for Amazon sellers looking to stay ahead of the competition and provide an exceptional customer experience.
For more information about the Voice of the Customer Dashboard check out the Amazon Seller University Overview video.
Let’s discuss - what benefits have you seen from using the Voice of the Customer dashboard? Any and all feedback is welcomed!
Regards,
- Manny
47 yanıt
Seller_OvL8C4BJWiuS9
This is the worst addition! There is nothing you can do to fix or address any of the claims (most often, they are not even valid).
Seller_r9wMm8LrE5iKj
Amazon's "Voice of the Customer" page is a valuable resource for sellers looking to improve the customer experience
... by pointing out which items customers can most easily get for free by scamming sellers in a manner that Amazon is completely fine with.
There, I fixed it.
None.
Seller_HRcJa1gdGHeov
Another useless metric Amazon rolled out that nobody asked for and does not provide any real value. Most seasoned sellers will tell you this is just a waste of time; data is not accurate at worst and redundant as best.
Seller_C2NiEkAU4xTGT
VOC is one of the most useless metrics that Amazon has ever come up with.
We sell books and in the past, we have had "Very Poor" CX health for reasons like:
*The Bible is too heavy.
*The Bible does not have the Catholic books in it. (NOT a Catholic Bible.)
*I don't like any of the recipes in this cookbook.
*I thought this book (obviously titled Picture Book) was a chapter book.
*I don't like the color of the cover of this Bible.
I could go on and on.
I guess to remedy these complaints I could:
*Tear out some pages so the Bible is lighter in weight
*Type out the books of the Catholic Bible and include them
*Contact the customer and find out what their favorite foods are and send them recipes for those
*Write my own commentary about the pictures in the Picture Book
*Ask the customer what their favorite color is and take a Sharpie to the Bible cover
VOC is a complete waste of my time.
Manny_Amazon
Hello everyone!
I just wanted to acknowledge that we've heard the feedback around this tool and are taking it into consideration as it'll be passed along. If you have any specific suggestions for improvement for the tool that would make it better for you please share them.
Regards,
- Manny
Seller_aNsixtdBpnLRG
Just another silo looking to stay employed by releasing bots to collect obscure and useless data points to scare the 3P's, all the while knowing there is no value to anyone. We looked once or twice and since there is no way to correct or counter their buyers 'reasons' why bother to look at it?
What we really need is a VO3P's to trash the Karen's, BOT's and hackers to provide an exceptional seller experience and a place to vent -
Seller_G53rrrmDqxLLo
The customers lie about the reason for returns and it makes this feature USELESS!!!!!
Seller_2gzO3lLOtwvGb
don't mind me.........................................
Seller_znqw4n02gkaBY
The "Voice of the Customer" is a worthless tool. In order not to pay freight back-and-forth, a customer will use, "inaccurate website description", "wrong item sent", etc. Thus, you get a distorted "voice". Every one of my non excellent or good, are INCORRECT ratings due to the fact the customer didn't want to say they made a mistake in ordering. It's maddening that the powers that be running Amazon, can't see the flaw in this "tool".
Seller_zSWez2Mzpdboa
We would all like to see, Voice of the Customer metrics and Feedback scores for Amazon.
Amazon hiding its own Feedback scores and Voice of the Customer, shows weakness and fear on Amazon's behalf.
Also, being that we are exposed feedback being visible to all, and Amazon hiding their feedback score, gives Amazon an unfair business advantage, that is Monopolistic.
