Seller Forums
Sign in
Sign in
imgSign in
ForumsHomeDiscussions
ForumsHomeDiscussions
imgSign in
user profile
Seller_SgsO1V5elyaUK

Voice of the customer and NCX

HI All,

I have had a negative feedback which was struck through by amazon, but this feedback was picked up automatically by the amazon bot and transfered as a negative customer experience to voice of the customer, the voice of the customer still shows this product as a negative. so a couple of observations:

1 surley if the original feedback was struck through then the voice of the customer review should be removed too ?

2 If the customer complained on feedback that an item was "too big" but size is clearly stated on the listing then again should this negative experience be removed ?

3 Has anyone ever had a negative voice of the customer / NCX removed ? and if not isnt that dangerous when we are going to stop reviews and rely on Voice of the customer ?

Any advice would be helpful

Thanks

254 views
8 replies
Manage Buyer Experience
Tags:Negative reviews
30
Reply
user profile
Seller_SgsO1V5elyaUK

Voice of the customer and NCX

HI All,

I have had a negative feedback which was struck through by amazon, but this feedback was picked up automatically by the amazon bot and transfered as a negative customer experience to voice of the customer, the voice of the customer still shows this product as a negative. so a couple of observations:

1 surley if the original feedback was struck through then the voice of the customer review should be removed too ?

2 If the customer complained on feedback that an item was "too big" but size is clearly stated on the listing then again should this negative experience be removed ?

3 Has anyone ever had a negative voice of the customer / NCX removed ? and if not isnt that dangerous when we are going to stop reviews and rely on Voice of the customer ?

Any advice would be helpful

Thanks

Manage Buyer Experience
Tags:Negative reviews
30
254 views
8 replies
Reply
0 replies
user profile
Seller_3d2NmrirX08AS
In reply to: Seller_SgsO1V5elyaUK’s post

i would have thought that it would follow that if the feedback was struck through then the Voice of the customer should be put back to what it was, I will add the moderators to this for better clarification

@Spencer_Amazon @Sarah_Amzn @Julia_Amzn

20
user profile
Sakura_Amazon_
In reply to: Seller_SgsO1V5elyaUK’s post

Hello @Seller_SgsO1V5elyaUK,

I see that you might worry about 'negative` CX Health. CX is a metric inside of Voice of the Customer Page, it can be considered as a tool that might help to identify the root cause of potential issues. However, it does not affect your account health.

Regards,

Sakura

00
Follow this discussion to be notified of new activity
user profile
Seller_SgsO1V5elyaUK

Voice of the customer and NCX

HI All,

I have had a negative feedback which was struck through by amazon, but this feedback was picked up automatically by the amazon bot and transfered as a negative customer experience to voice of the customer, the voice of the customer still shows this product as a negative. so a couple of observations:

1 surley if the original feedback was struck through then the voice of the customer review should be removed too ?

2 If the customer complained on feedback that an item was "too big" but size is clearly stated on the listing then again should this negative experience be removed ?

3 Has anyone ever had a negative voice of the customer / NCX removed ? and if not isnt that dangerous when we are going to stop reviews and rely on Voice of the customer ?

Any advice would be helpful

Thanks

254 views
8 replies
Manage Buyer Experience
Tags:Negative reviews
30
Reply
user profile
Seller_SgsO1V5elyaUK

Voice of the customer and NCX

HI All,

I have had a negative feedback which was struck through by amazon, but this feedback was picked up automatically by the amazon bot and transfered as a negative customer experience to voice of the customer, the voice of the customer still shows this product as a negative. so a couple of observations:

1 surley if the original feedback was struck through then the voice of the customer review should be removed too ?

2 If the customer complained on feedback that an item was "too big" but size is clearly stated on the listing then again should this negative experience be removed ?

3 Has anyone ever had a negative voice of the customer / NCX removed ? and if not isnt that dangerous when we are going to stop reviews and rely on Voice of the customer ?

Any advice would be helpful

Thanks

Manage Buyer Experience
Tags:Negative reviews
30
254 views
8 replies
Reply
user profile

Voice of the customer and NCX

by Seller_SgsO1V5elyaUK

HI All,

I have had a negative feedback which was struck through by amazon, but this feedback was picked up automatically by the amazon bot and transfered as a negative customer experience to voice of the customer, the voice of the customer still shows this product as a negative. so a couple of observations:

1 surley if the original feedback was struck through then the voice of the customer review should be removed too ?

2 If the customer complained on feedback that an item was "too big" but size is clearly stated on the listing then again should this negative experience be removed ?

3 Has anyone ever had a negative voice of the customer / NCX removed ? and if not isnt that dangerous when we are going to stop reviews and rely on Voice of the customer ?

Any advice would be helpful

Thanks

Manage Buyer Experience
Tags:Negative reviews
30
254 views
8 replies
Reply
0 replies
0 replies
Quick filters
Sort by
user profile
Seller_3d2NmrirX08AS
In reply to: Seller_SgsO1V5elyaUK’s post

i would have thought that it would follow that if the feedback was struck through then the Voice of the customer should be put back to what it was, I will add the moderators to this for better clarification

@Spencer_Amazon @Sarah_Amzn @Julia_Amzn

20
user profile
Sakura_Amazon_
In reply to: Seller_SgsO1V5elyaUK’s post

Hello @Seller_SgsO1V5elyaUK,

I see that you might worry about 'negative` CX Health. CX is a metric inside of Voice of the Customer Page, it can be considered as a tool that might help to identify the root cause of potential issues. However, it does not affect your account health.

Regards,

Sakura

00
Follow this discussion to be notified of new activity
user profile
Seller_3d2NmrirX08AS
In reply to: Seller_SgsO1V5elyaUK’s post

i would have thought that it would follow that if the feedback was struck through then the Voice of the customer should be put back to what it was, I will add the moderators to this for better clarification

@Spencer_Amazon @Sarah_Amzn @Julia_Amzn

20
user profile
Seller_3d2NmrirX08AS
In reply to: Seller_SgsO1V5elyaUK’s post

i would have thought that it would follow that if the feedback was struck through then the Voice of the customer should be put back to what it was, I will add the moderators to this for better clarification

@Spencer_Amazon @Sarah_Amzn @Julia_Amzn

20
Reply
user profile
Sakura_Amazon_
In reply to: Seller_SgsO1V5elyaUK’s post

Hello @Seller_SgsO1V5elyaUK,

I see that you might worry about 'negative` CX Health. CX is a metric inside of Voice of the Customer Page, it can be considered as a tool that might help to identify the root cause of potential issues. However, it does not affect your account health.

Regards,

Sakura

00
user profile
Sakura_Amazon_
In reply to: Seller_SgsO1V5elyaUK’s post

Hello @Seller_SgsO1V5elyaUK,

I see that you might worry about 'negative` CX Health. CX is a metric inside of Voice of the Customer Page, it can be considered as a tool that might help to identify the root cause of potential issues. However, it does not affect your account health.

Regards,

Sakura

00
Reply
Follow this discussion to be notified of new activity