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Voice of the Customer Issues
I received a negative "voice of the customer" feedback, throwing this product CX Health into very poor. The NCX reason is "Too small". The listings for my products have complete-all-encompasing dimensions, to the 16th of an inch! The buyer is completely aware of the size of the product before purchasing.
It is my understanding that the CX health affects sales.
@priscilla_amazon in a previous post you stated "I'm trying to reach out to the team that manages the Voice of the Customer dashboard to share these concerns. I'll keep you posted once I have more insight."
Can you please provide an update on the 'very poor' execution of CX experience and provide any insight into how I can fix this problem?
15 replies
Seller_HjfyVYcuJdbTf
I'm interested in this answer too. I agree and have seen the same thing.
Seller_HRcJa1gdGHeov
Amazon has never made it clear whether the CX Health is part of their search algorithm; I doubt the mods know either. There are so many problem with Voice of the Customer due to inaccuracies in the way Amazon reports the data (customers not reading aside) that it would amaze me that they use it.
Has this impacted sales for you so far?
Seller_M94fHI9Bg7LMX
VOC is a complete joke - the basic assumption behind this whole metric is that Amazon customers tell the truth BUT they have been trained for years to lie in order to get free returns. My favorite was getting dinged for selling earrings that were returned as defective - but the comment was "made my ears look too fat" With all of their advances in machine learning, it would be nice if they could apply that to VOC when ridiculous comments like this are made.
Seller_4OtivWNdBQa2C
Hi @priscilla_amazon I wanted to follow up and see if you have any information on your post from 6 months ago, stated in my original posting above. Did you have a chance to connect with that team in the past six month? Also, can you speak to any of the other comments in this post? Is VOC even used for anything meaningful to our accounts? Thank you.
Seller_gwzuNYC3ogYNo
My most recent VERY POOR is for an item that starts with the title "50 Inch....." and the customer was surprised at the length.
Seller_aUbEyzlSSnsDJ
Voice of the scammer is real and will hurt your sales.
This has happened to us. We delete the listing and relist. Voice of the customer is one of amazon's tools for the scammer to hurt the seller.
Seller_gdX6mm1HIo4ov
Yeah gotta love the VOC comments when they say the item is "too small" and then sometimes they say "too big."
Even worse when you clearly have the dimensions listed multiple times through out the listing and pictures.
So lame for Amazon to even have VOC. it's worthless
Seller_iobipI6xASRkh
I have been told from seller support, escalated, there is no way to dispute anything on VoC. Regardless if they said "mistake order" and it counts it as defective, you have no path to dispute anything.
Even worse, it does effect your sales and can effect your account health.
And to top it all off, scam buyers can exploit this system. Upside, it is how I find the scammers fast.
For example, this is all the same person. He was stealing our item and returning knock-off items in the box. Did this multiple times a day. He has been through 3 accounts since Amazon (thanks to the forum mods) has stopped him. But his NCX damage remains. How is "yes" considered defective? And the product doesn't contain or have anything with a filter.
There needs to be a way to dispute this, especially buyer abuse.
Seller_gFJbRzfGx9Ysb
When we tried to get assistance with our CX Health rating we contacted the Account Health Assurance team and spoke to a specialist. They stated If you are a merchant seller and ship the item yourself and if the item is marked as a damaged item, Performance or quality not adequate, etc. you are at fault. Now, the representative said if you fulfill by Amazon it will not hit your CX Health. We don't agree to this. The voice of customer has brought our Account Health down, even say the customer selected the incorrect reason, which has happened to us it cannot be removed.
Seller_LTNvvFJ2jqJOv
@SEAmod @Jim_Amazon @Micah_Amazon @Tatiana_Amazon @CR_Amazon and others
Easy fix. If no remark after 30 days, automatic 5 star review. Anything under 4 star requires a comment or it is not allowed to be submitted. All negatives under Voice of the customer needs an appeal button.
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