Drive success with the Voice of Customer dashboard
The Voice of Customer dashboard allows you to review customer feedback on products and fix any identified issues.
Based on your feedback, the dashboard now features a High Return Rate rating that allows you to more closely monitor return rates, while updated Negative Customer Experience metric calculations provide more accurate customer feedback analysis so you can address specific customer concerns.
Successful sellers use the Voice of Customer dashboard to take the following actions:
- Review key metrics like Customer Experience Health Ratings and Negative Customer Experience trends to understand what drives positive and negative experiences.
- Analyze customer feedback across multiple stores and languages to uncover actionable insights.
- Utilize recommended actions to improve product performance.
To learn more, go to Voice of the Customer.
Drive success with the Voice of Customer dashboard
The Voice of Customer dashboard allows you to review customer feedback on products and fix any identified issues.
Based on your feedback, the dashboard now features a High Return Rate rating that allows you to more closely monitor return rates, while updated Negative Customer Experience metric calculations provide more accurate customer feedback analysis so you can address specific customer concerns.
Successful sellers use the Voice of Customer dashboard to take the following actions:
- Review key metrics like Customer Experience Health Ratings and Negative Customer Experience trends to understand what drives positive and negative experiences.
- Analyze customer feedback across multiple stores and languages to uncover actionable insights.
- Utilize recommended actions to improve product performance.
To learn more, go to Voice of the Customer.
11 replies
Seller_OvL8C4BJWiuS9
I beg your pardon, but it doesn't allow a seller to fix all the problems. Most of the feedback is wrong, because they are just trying to get free shipping for the return. A seller cannot "fix" stupid.
These metrics really are just another waste of time and energy. What feedback said, "please give me more nonsense that I cannot fix or address"?
Seller_t8q5yo11DUOx5
I need clarification on the process that occurs when a customer bypasses the "Contact Seller" button and speaks with an Amazon Customer Service (CS) associate.
We have discovered multiple instances of a serious communication gap:
- A customer contacts Amazon CS with a specific product-related complaint (e.g., a defect, a missing part).
- The CS associate opens a line of communication with us, the seller, on behalf of the customer, but the message often contains only a generic request (e.g., "Customer wants a refund").
- Later, we find the customer's specific product complaint logged in our "Voice of the Customer" (VOC) dashboard, information that was never passed on to us by the CS associate.
This creates a significant problem. Without the specific details of the complaint, we cannot effectively troubleshoot with the customer, identify potential quality control issues with our products, or prevent future negative experiences.
Could you please explain why this information is being recorded in the VOC dashboard but not being relayed to sellers in the initial message from Customer Service? Is this a system limitation or a gap in associate training?
Thank you for your assistance.
Seller_iobipI6xASRkh
When will the updates take effect? It says now, but it is still mostly devoid of information or anything that would be insightful. It would be great if this feature worked, and I would like to see it improved.
Given the lack of substantial customer feedback there are no viable actions to improve product performance using VoC. If there is something on here it is most likely useless, ranging from a single letter the customer put in to do the return or "didn't like" and has no viable information.
Seller_FiswKMx7uPaJ8
Successful sellers on Amazon make pennies because of an abuse algorithm that puts only certain products on the front page while others don't even appear at all, we have no say in customer feedback that was stripped of sellers years ago
Seller_4HsL3GZbyDLea
The Voice Of The Liar.
Your app is a repository of customer lies and stupidity. There is absolutely no relevant information there.
Seller_r9wMm8LrE5iKj
The voice of the customer is a shrill, entitled whine, because Amazon coddles all buyers, even those that break the law or violate Amazon's policies.
So, I see no reason to listen to these voices. I have enough of them in my head already.
