About Customer Experience Metrics

Getting started with Customer Experience Metrics

Customer experience metrics is a tool available in the United States to help sellers identify opportunities to improve customer experience. Your awareness of your customer experience (CX) metrics performance is essential to consistently driving a great shopping experience on Amazon. The CX metrics page provides summary data and deep diving capability across several important CX dimensions. This empowers you to improve or maintain the CX you provide by helping you prioritize and conveniently action CX issues with the greatest impact to Amazon customers.

Customer Experience Performance

Customers expect products to be consistently available, so they can buy them at competitive prices and with the convenience of fast shipping. To provide a great customer experience, you must review and resolve your customer experience issues for the following metrics:

• Prime Eligibility: Products that are eligible for Prime can ensure a better shopping experience and may see higher conversion rate. Enroll your products in Fulfillment by Amazon or Seller Fulfilled Prime to ensure Prime eligibility.
• In-stock Rate: Going out-of-stock may have both short-term and long-term impact on customer experience as well as your traffic and sales. Replenish your products to keep them in-stock.
• Price Competitiveness: Keeping your prices sharp may improve your chances of becoming the Featured Offer on the product detail page. Set your price (+ shipping) at or below the competitive price to ensure that your offers are eligible to be the Featured Offer on the product detail page.
• *Selection Completeness: Offering your selection directly can help you ensure a great customer experience, improve traffic and sales, and build brand loyalty. Improve selection by identifying products on the Brand Catalog Manager that you may want to offer directly.

To maintain your performance against the recommended customer experience standards, use the Customer experience metrics tool to identify issues that require improvement, and act on providing a resolution.

To ensure the best experience on the CX metrics page, register all of your Brands through Amazon Brand Benefit Eligibility and ensure all of your products are listed under the appropriate brand.