Levels of buyer feedback seem worse than ever, can Amazon improve this?
We know that Amazon buyers rarely leave feedback for sellers however we think this has dropped to an all-time low and is affecting our sales performance in certain situations. We know that buyers are keen to leave feedback when their experience is negative but less likely when it is positive.
As an example in the last 90 days we've shipped 207 orders on Amazon.nl (plus 250 FBA) yet we've only had 3 buyers feedback, 2 negative and 1 neutral due to PostNL performance. The other 204 orders were successful so that works out at 98.5% however as we've only had 3 leave feedback, none of which were positive our feedback looks awful. It's surprising anyone buyers anything from us!
On Amazon UK, from 8,400 seller fulfilled orders in the last 90 days (and a further 28,200 FBA orders), only 192 buyers (0.5%) left feedback for us, 95% positive but it doesn't really reflect our overall performance.
@Spencer_Amazon@Ezra_Amazon - can this be looked into? On other platforms around 25% of buyers leave feedback. We are told not to solicit feedback from buyers but clearly something needs to be done to improve feedback levels.
Levels of buyer feedback seem worse than ever, can Amazon improve this?
We know that Amazon buyers rarely leave feedback for sellers however we think this has dropped to an all-time low and is affecting our sales performance in certain situations. We know that buyers are keen to leave feedback when their experience is negative but less likely when it is positive.
As an example in the last 90 days we've shipped 207 orders on Amazon.nl (plus 250 FBA) yet we've only had 3 buyers feedback, 2 negative and 1 neutral due to PostNL performance. The other 204 orders were successful so that works out at 98.5% however as we've only had 3 leave feedback, none of which were positive our feedback looks awful. It's surprising anyone buyers anything from us!
On Amazon UK, from 8,400 seller fulfilled orders in the last 90 days (and a further 28,200 FBA orders), only 192 buyers (0.5%) left feedback for us, 95% positive but it doesn't really reflect our overall performance.
@Spencer_Amazon@Ezra_Amazon - can this be looked into? On other platforms around 25% of buyers leave feedback. We are told not to solicit feedback from buyers but clearly something needs to be done to improve feedback levels.
18 replies
Ange_Amazon
Hi @Seller_Vf10jieAEG9f1,
At the moment, Amazon doesn’t allow sellers to directly request feedback outside of the approved Request a Review button in Seller Central (available once per order). This tool automatically sends a standardized message to the buyer encouraging both product and seller feedback. It’s worth checking that this feature is being used consistently for your fulfilled orders.
I've also heard (and seen) that some Sellers tend to leave business cards in the orders that are being sent to encourage buyers to review their product/businesses, as long as they do not offer any incentives or ask for positive reviews specifically.
Amazon also continues to refine the feedback and review experience to make it easier for buyers to share their experiences. There should be some upcoming updates by the end of the year on this and you will be informed accordingly.
Do not hesitate to continue sharing your feedback on the Forums (those insights are shared to the appropriate internal team) as improving participation in buyer feedback is a topic under active discussion.
Ange
Seller_EpXPhVLnbs8X3
I've literally had just 6 people on Amazon leave me feedback all year ...I just don't think people want to leave it any more, the novelty has worn off especially on Amazon. Like you say they are quick to leave one if they are not 100% happy but if they like it, you don't hear from them. Whereas in my Etsy store I have a review rating of 27.9% , and that's even with a significant drop compared with when I first went into business in 2014. Those with a high review rating on here have to be doing something in order to solicit those reviews
Seller_ZMX824JNe5a2j
It should automatically leave positive feedback after 30 days...this would give a truly indication because it would force buyers to leave negative if unhappy and allow buyers to make a true choice when buying...
Seller_7tW7yNKxGkkOW
Until sellers are given the option to comment on reviews i'd prefer it to stay down there.
Unless your willing to give away stuff for free (Amazon Vine) the usual amazon launch is just waiting long enough for the courier to mess up an order and then your hit with a 1 star review, which heavily effects getting products off the ground on launch. The customers are also free to post blatant lies about your product and you can't even get it removed.
Real life example.
We sell luxury Linen Sheets which are made from pure 100% linen, a customer has just straight up lied and said out sheets are 50% cotton and 50% linen this is completely false and damages the reputation of the product. I've contacted Amazon and even included a picture of our label and composition and they refuse to remove it even though it's a straight lie.
Seller_xU4h6ZbAduf0O
Amazon need to take a leaf out of eBays book on many initiatives that support both customer and seller.
If a customer has not left feedback on eBay for the seller, after approx. 60 days eBay automatically leave positive feedback for the seller stating "Order delivered on time with no issues"
This initiative enables 100% feedback for the seller as long as the items have valid delivery data, and shows customers that the seller has delivered successfully many items without issue.
If only Amazon had the same care to sellers as eBay do.
At least on eBay you get a fair representation in false feedbacks, fraudulent clams, fraudulent returns, and EVERYTHING is deemed as RETURNABLE and not "we will refund you and gift you goods we do not own" because we have invented our own rule that is not in line with UK consumer law.
I think the day eBay starts a Prime like initiative, will be the day Amazon will have severe problems.
I was reading that Amazon are about to dump another 14k staff in favour of AI taking their jobs, so the future does not look too bright here for seller support.
Seller_iUcF35YSDwxDs
The feedback system is broken.
Most of our negative feedback is regarding delivery issues, despite using Buy Shipping, Amazon refuse to remove them, ignoring what their own policy says.
Some of our neg feedback is purely regarding Amazon, IE one is "I told you to cancel prime", which, according to the feedback removal team at SS is "A valid representation of their buying experience"
But I don't worry too much, the way it's now been set up since they made a change a few months back means that all sellers will just have around 5-10% feedback scores. Apart from Amazon themselves of course !
