Improve Customer Satisfaction with the Voice of the Customer Page
The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.
By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.
Key Benefits:
- Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.
- Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.
- Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.
- Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.
How to access:
Menu > Performance > Voice of the Customer
Resources:
Voice of the Customer Help Page
Did you know about this tool? What is your experience with it?
Improve Customer Satisfaction with the Voice of the Customer Page
The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.
By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.
Key Benefits:
- Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.
- Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.
- Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.
- Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.
How to access:
Menu > Performance > Voice of the Customer
Resources:
Voice of the Customer Help Page
Did you know about this tool? What is your experience with it?
39 replies
Seller_Fg2fqaWOnEtha
l generally I find it quite useless, firstly when I was doing FBA it was mostly about wrong orders sent and it had nothing to do with me. Now I mostly get people that want a refund and blame the product often unfairly ( 'I don't like the scent' doesn't mean the product is defective but that that person doesn't like the scent). Most customers that wanted a refund never return anything but the negative comments remain, others do return it by using a reason that gives them free shipping and I claim for a SAFE-T to have the cost of the postage reimbursed. Even when I win the claim, the negative comments are not removed.
Seller_AVteysPitiEJq
I look at it now and again but it's not very useful when a) Amazon send out the wrong item, b) it's too small or c) too big - I try to put the size in the title and description so I can't really improve on that.
Unless they've bought when it's suggested along side similar products and the buyers assume the size but that's an age old problem for online sellers for years.
We aren't permitted to add text to our images but a buyer will buy based on just a photo and there's nothing we can do about it.
A lot of the time there's the negative rating and no comments at all so that really isn't helping us improve.
Seller_0L2wIKRLuFYXz
Find it pointless. I had a customer who messaged me as didnt know how to turn an item on and it now says 100% very poor
Seller_WmtXQ7zBKr61O
How can you fix voice of the customer when its bare on impossible to improve things on Amazon, example....such as inaccurate listings, wrong images on products, incorrect descrptions and much much more. How about fixing the "Voice of the Seller" 1st so you can see where the problems really are, fix this then Sellers are likely to engage and help "Improve Voice of the Customer".
Seller_7pTs15IYXmTOB
This is a good tool. I use it. But it is inadequate.
I would like more transparency. I want to see comments by customer services, justifying their refund without returns.
This needs to be the format.
1, Customer services full reason for issuing refund without returns
2, Customer reason for claiming refund with or without returns.
3, If INR, full tracking details.
I also want to see a button to offer feedback for trigger happy customer services who are issuing refunds even before we have our returns back. We sellers must be able to offer customer services a feedback.
A button should be present to address issues. For eg. Fulfilment courier or amazon fault. We sellers must have access to safe-t button too right by the side of the order. More often than not, we are receiving goods with parts missing. Buyers appear to be buying goods to pinch bits and bobs they want and return the remainder for a full refund.
Voice of customer needs to offer all information including our ability to give customer services a feedback for the service they provided on our behalf.
Seller_1Y67tKRw2GENZ
Strangely enough, I have left a conversation with SS regarding Voice of the Customer. Recently, there was an error with an FBA order whereby the customer received an item that we don't even sell, and we don't even have access to the corresponding barcode of the mistaken item. Obviously, the customer is upset, and this has negatively impacted our CX. Absolutely no fault of ours, so what does Amazon pose in such a situation to satisfy the customer and us? A voice of the seller wiget maybe?
Seller_7tW7yNKxGkkOW
This is a useless tool because the top level metrics class anything that involves a return or refund as poor. The reality is that not every return/exchange is a poor customer experience and often you can give all the information in the world on your product page and the customer will still take no notice of it and then return it as they didnt read the size guide etc.
Without a top level breakdown it means very little.
Seller_CJAn9FclIoBJn
Its garbage. We have really good scores but this helps with nothing. The usual issue is customers not reading the instructions and picking a return reason to hopefully get a refund or free return label. If the voice speaking is often clueless what are really hoping to learn? Another metric tool which is so simplistic it produces mixed/inaccurate information.
Looked at it today based on this post - its just as meaningless as the last time I looked.
Spend your time improving seller support which is off the scale awful and sort out the catalogue system, its dreadful. We would list more on here if it was not such an utter chore.
The only useful tool is this - does your product on average have a reasonable review score? Do your seller review scores run at 4 stars or more? If these boxes are ticked you are basically doing it right. Alot of reviews are about delivery anyway so thats something to really look at.
This is what I call Peripheral noise -not really useful?
But something else to whack us with!
Seller_7pTs15IYXmTOB
lol ...................
Seller_YcVj3IObF7ZOZ
VOC is a pointless tool !
For example ASIN B08G8HHQ7K
Photo clearly shows Strap fins, same with desciption.
Customer orders the wrong item , so it ends up in my voice of the customer . Customer says "Wrong Size as I was looking for fins to wear without boots" despite the Customer ordering the wrong item !
So why did the Customer not order full foot fins instead of Strap Fins and end up in my VOC as Customer Experience (CX) Health" Very poor "
We need a Voice Of the SELLERS to reply to such nonsense
Improve Customer Satisfaction with the Voice of the Customer Page
The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.
By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.
Key Benefits:
- Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.
- Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.
- Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.
- Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.
How to access:
Menu > Performance > Voice of the Customer
Resources:
Voice of the Customer Help Page
Did you know about this tool? What is your experience with it?
Improve Customer Satisfaction with the Voice of the Customer Page
The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.
By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.
Key Benefits:
- Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.
- Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.
- Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.
- Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.
How to access:
Menu > Performance > Voice of the Customer
Resources:
Voice of the Customer Help Page
Did you know about this tool? What is your experience with it?
Improve Customer Satisfaction with the Voice of the Customer Page
The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.
By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.
Key Benefits:
- Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.
- Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.
- Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.
- Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.
How to access:
Menu > Performance > Voice of the Customer
Resources:
Voice of the Customer Help Page
Did you know about this tool? What is your experience with it?
39 replies
39 replies
Seller_Fg2fqaWOnEtha
l generally I find it quite useless, firstly when I was doing FBA it was mostly about wrong orders sent and it had nothing to do with me. Now I mostly get people that want a refund and blame the product often unfairly ( 'I don't like the scent' doesn't mean the product is defective but that that person doesn't like the scent). Most customers that wanted a refund never return anything but the negative comments remain, others do return it by using a reason that gives them free shipping and I claim for a SAFE-T to have the cost of the postage reimbursed. Even when I win the claim, the negative comments are not removed.
Seller_AVteysPitiEJq
I look at it now and again but it's not very useful when a) Amazon send out the wrong item, b) it's too small or c) too big - I try to put the size in the title and description so I can't really improve on that.
Unless they've bought when it's suggested along side similar products and the buyers assume the size but that's an age old problem for online sellers for years.
We aren't permitted to add text to our images but a buyer will buy based on just a photo and there's nothing we can do about it.
A lot of the time there's the negative rating and no comments at all so that really isn't helping us improve.
Seller_0L2wIKRLuFYXz
Find it pointless. I had a customer who messaged me as didnt know how to turn an item on and it now says 100% very poor
Seller_WmtXQ7zBKr61O
How can you fix voice of the customer when its bare on impossible to improve things on Amazon, example....such as inaccurate listings, wrong images on products, incorrect descrptions and much much more. How about fixing the "Voice of the Seller" 1st so you can see where the problems really are, fix this then Sellers are likely to engage and help "Improve Voice of the Customer".
Seller_7pTs15IYXmTOB
This is a good tool. I use it. But it is inadequate.
I would like more transparency. I want to see comments by customer services, justifying their refund without returns.
This needs to be the format.
1, Customer services full reason for issuing refund without returns
2, Customer reason for claiming refund with or without returns.
3, If INR, full tracking details.
I also want to see a button to offer feedback for trigger happy customer services who are issuing refunds even before we have our returns back. We sellers must be able to offer customer services a feedback.
A button should be present to address issues. For eg. Fulfilment courier or amazon fault. We sellers must have access to safe-t button too right by the side of the order. More often than not, we are receiving goods with parts missing. Buyers appear to be buying goods to pinch bits and bobs they want and return the remainder for a full refund.
Voice of customer needs to offer all information including our ability to give customer services a feedback for the service they provided on our behalf.
Seller_1Y67tKRw2GENZ
Strangely enough, I have left a conversation with SS regarding Voice of the Customer. Recently, there was an error with an FBA order whereby the customer received an item that we don't even sell, and we don't even have access to the corresponding barcode of the mistaken item. Obviously, the customer is upset, and this has negatively impacted our CX. Absolutely no fault of ours, so what does Amazon pose in such a situation to satisfy the customer and us? A voice of the seller wiget maybe?
Seller_7tW7yNKxGkkOW
This is a useless tool because the top level metrics class anything that involves a return or refund as poor. The reality is that not every return/exchange is a poor customer experience and often you can give all the information in the world on your product page and the customer will still take no notice of it and then return it as they didnt read the size guide etc.
Without a top level breakdown it means very little.
Seller_CJAn9FclIoBJn
Its garbage. We have really good scores but this helps with nothing. The usual issue is customers not reading the instructions and picking a return reason to hopefully get a refund or free return label. If the voice speaking is often clueless what are really hoping to learn? Another metric tool which is so simplistic it produces mixed/inaccurate information.
Looked at it today based on this post - its just as meaningless as the last time I looked.
Spend your time improving seller support which is off the scale awful and sort out the catalogue system, its dreadful. We would list more on here if it was not such an utter chore.
The only useful tool is this - does your product on average have a reasonable review score? Do your seller review scores run at 4 stars or more? If these boxes are ticked you are basically doing it right. Alot of reviews are about delivery anyway so thats something to really look at.
This is what I call Peripheral noise -not really useful?
But something else to whack us with!
Seller_7pTs15IYXmTOB
lol ...................
Seller_YcVj3IObF7ZOZ
VOC is a pointless tool !
For example ASIN B08G8HHQ7K
Photo clearly shows Strap fins, same with desciption.
Customer orders the wrong item , so it ends up in my voice of the customer . Customer says "Wrong Size as I was looking for fins to wear without boots" despite the Customer ordering the wrong item !
So why did the Customer not order full foot fins instead of Strap Fins and end up in my VOC as Customer Experience (CX) Health" Very poor "
We need a Voice Of the SELLERS to reply to such nonsense
Seller_Fg2fqaWOnEtha
l generally I find it quite useless, firstly when I was doing FBA it was mostly about wrong orders sent and it had nothing to do with me. Now I mostly get people that want a refund and blame the product often unfairly ( 'I don't like the scent' doesn't mean the product is defective but that that person doesn't like the scent). Most customers that wanted a refund never return anything but the negative comments remain, others do return it by using a reason that gives them free shipping and I claim for a SAFE-T to have the cost of the postage reimbursed. Even when I win the claim, the negative comments are not removed.
Seller_Fg2fqaWOnEtha
l generally I find it quite useless, firstly when I was doing FBA it was mostly about wrong orders sent and it had nothing to do with me. Now I mostly get people that want a refund and blame the product often unfairly ( 'I don't like the scent' doesn't mean the product is defective but that that person doesn't like the scent). Most customers that wanted a refund never return anything but the negative comments remain, others do return it by using a reason that gives them free shipping and I claim for a SAFE-T to have the cost of the postage reimbursed. Even when I win the claim, the negative comments are not removed.
Seller_AVteysPitiEJq
I look at it now and again but it's not very useful when a) Amazon send out the wrong item, b) it's too small or c) too big - I try to put the size in the title and description so I can't really improve on that.
Unless they've bought when it's suggested along side similar products and the buyers assume the size but that's an age old problem for online sellers for years.
We aren't permitted to add text to our images but a buyer will buy based on just a photo and there's nothing we can do about it.
A lot of the time there's the negative rating and no comments at all so that really isn't helping us improve.
Seller_AVteysPitiEJq
I look at it now and again but it's not very useful when a) Amazon send out the wrong item, b) it's too small or c) too big - I try to put the size in the title and description so I can't really improve on that.
Unless they've bought when it's suggested along side similar products and the buyers assume the size but that's an age old problem for online sellers for years.
We aren't permitted to add text to our images but a buyer will buy based on just a photo and there's nothing we can do about it.
A lot of the time there's the negative rating and no comments at all so that really isn't helping us improve.
Seller_0L2wIKRLuFYXz
Find it pointless. I had a customer who messaged me as didnt know how to turn an item on and it now says 100% very poor
Seller_0L2wIKRLuFYXz
Find it pointless. I had a customer who messaged me as didnt know how to turn an item on and it now says 100% very poor
Seller_WmtXQ7zBKr61O
How can you fix voice of the customer when its bare on impossible to improve things on Amazon, example....such as inaccurate listings, wrong images on products, incorrect descrptions and much much more. How about fixing the "Voice of the Seller" 1st so you can see where the problems really are, fix this then Sellers are likely to engage and help "Improve Voice of the Customer".
Seller_WmtXQ7zBKr61O
How can you fix voice of the customer when its bare on impossible to improve things on Amazon, example....such as inaccurate listings, wrong images on products, incorrect descrptions and much much more. How about fixing the "Voice of the Seller" 1st so you can see where the problems really are, fix this then Sellers are likely to engage and help "Improve Voice of the Customer".
Seller_7pTs15IYXmTOB
This is a good tool. I use it. But it is inadequate.
I would like more transparency. I want to see comments by customer services, justifying their refund without returns.
This needs to be the format.
1, Customer services full reason for issuing refund without returns
2, Customer reason for claiming refund with or without returns.
3, If INR, full tracking details.
I also want to see a button to offer feedback for trigger happy customer services who are issuing refunds even before we have our returns back. We sellers must be able to offer customer services a feedback.
A button should be present to address issues. For eg. Fulfilment courier or amazon fault. We sellers must have access to safe-t button too right by the side of the order. More often than not, we are receiving goods with parts missing. Buyers appear to be buying goods to pinch bits and bobs they want and return the remainder for a full refund.
Voice of customer needs to offer all information including our ability to give customer services a feedback for the service they provided on our behalf.
Seller_7pTs15IYXmTOB
This is a good tool. I use it. But it is inadequate.
I would like more transparency. I want to see comments by customer services, justifying their refund without returns.
This needs to be the format.
1, Customer services full reason for issuing refund without returns
2, Customer reason for claiming refund with or without returns.
3, If INR, full tracking details.
I also want to see a button to offer feedback for trigger happy customer services who are issuing refunds even before we have our returns back. We sellers must be able to offer customer services a feedback.
A button should be present to address issues. For eg. Fulfilment courier or amazon fault. We sellers must have access to safe-t button too right by the side of the order. More often than not, we are receiving goods with parts missing. Buyers appear to be buying goods to pinch bits and bobs they want and return the remainder for a full refund.
Voice of customer needs to offer all information including our ability to give customer services a feedback for the service they provided on our behalf.
Seller_1Y67tKRw2GENZ
Strangely enough, I have left a conversation with SS regarding Voice of the Customer. Recently, there was an error with an FBA order whereby the customer received an item that we don't even sell, and we don't even have access to the corresponding barcode of the mistaken item. Obviously, the customer is upset, and this has negatively impacted our CX. Absolutely no fault of ours, so what does Amazon pose in such a situation to satisfy the customer and us? A voice of the seller wiget maybe?
Seller_1Y67tKRw2GENZ
Strangely enough, I have left a conversation with SS regarding Voice of the Customer. Recently, there was an error with an FBA order whereby the customer received an item that we don't even sell, and we don't even have access to the corresponding barcode of the mistaken item. Obviously, the customer is upset, and this has negatively impacted our CX. Absolutely no fault of ours, so what does Amazon pose in such a situation to satisfy the customer and us? A voice of the seller wiget maybe?
Seller_7tW7yNKxGkkOW
This is a useless tool because the top level metrics class anything that involves a return or refund as poor. The reality is that not every return/exchange is a poor customer experience and often you can give all the information in the world on your product page and the customer will still take no notice of it and then return it as they didnt read the size guide etc.
Without a top level breakdown it means very little.
Seller_7tW7yNKxGkkOW
This is a useless tool because the top level metrics class anything that involves a return or refund as poor. The reality is that not every return/exchange is a poor customer experience and often you can give all the information in the world on your product page and the customer will still take no notice of it and then return it as they didnt read the size guide etc.
Without a top level breakdown it means very little.
Seller_CJAn9FclIoBJn
Its garbage. We have really good scores but this helps with nothing. The usual issue is customers not reading the instructions and picking a return reason to hopefully get a refund or free return label. If the voice speaking is often clueless what are really hoping to learn? Another metric tool which is so simplistic it produces mixed/inaccurate information.
Looked at it today based on this post - its just as meaningless as the last time I looked.
Spend your time improving seller support which is off the scale awful and sort out the catalogue system, its dreadful. We would list more on here if it was not such an utter chore.
The only useful tool is this - does your product on average have a reasonable review score? Do your seller review scores run at 4 stars or more? If these boxes are ticked you are basically doing it right. Alot of reviews are about delivery anyway so thats something to really look at.
This is what I call Peripheral noise -not really useful?
But something else to whack us with!
Seller_CJAn9FclIoBJn
Its garbage. We have really good scores but this helps with nothing. The usual issue is customers not reading the instructions and picking a return reason to hopefully get a refund or free return label. If the voice speaking is often clueless what are really hoping to learn? Another metric tool which is so simplistic it produces mixed/inaccurate information.
Looked at it today based on this post - its just as meaningless as the last time I looked.
Spend your time improving seller support which is off the scale awful and sort out the catalogue system, its dreadful. We would list more on here if it was not such an utter chore.
The only useful tool is this - does your product on average have a reasonable review score? Do your seller review scores run at 4 stars or more? If these boxes are ticked you are basically doing it right. Alot of reviews are about delivery anyway so thats something to really look at.
This is what I call Peripheral noise -not really useful?
But something else to whack us with!
Seller_7pTs15IYXmTOB
lol ...................
Seller_7pTs15IYXmTOB
lol ...................
Seller_YcVj3IObF7ZOZ
VOC is a pointless tool !
For example ASIN B08G8HHQ7K
Photo clearly shows Strap fins, same with desciption.
Customer orders the wrong item , so it ends up in my voice of the customer . Customer says "Wrong Size as I was looking for fins to wear without boots" despite the Customer ordering the wrong item !
So why did the Customer not order full foot fins instead of Strap Fins and end up in my VOC as Customer Experience (CX) Health" Very poor "
We need a Voice Of the SELLERS to reply to such nonsense
Seller_YcVj3IObF7ZOZ
VOC is a pointless tool !
For example ASIN B08G8HHQ7K
Photo clearly shows Strap fins, same with desciption.
Customer orders the wrong item , so it ends up in my voice of the customer . Customer says "Wrong Size as I was looking for fins to wear without boots" despite the Customer ordering the wrong item !
So why did the Customer not order full foot fins instead of Strap Fins and end up in my VOC as Customer Experience (CX) Health" Very poor "
We need a Voice Of the SELLERS to reply to such nonsense
