Seller Central Update: Enhanced Voice of the Customer Dashboard
New Features Empower Sellers to Track Performance and Analyze Customer Feedback
By ChannelMAX Staff Writer
July-2024#20
In a recent Seller Central update, Amazon introduced new features to its Voice of the Customer (VoC) dashboard, enabling sellers to track product performance and view translated customer feedback. This enhancement aims to give sellers a more comprehensive understanding of their product's customer experience, empowering them to make informed decisions to improve product quality and customer satisfaction. Earlier in March, Amazon integrated two new features- Recommended Actions and Key Phrases within the Voice of the Customer dashboard.
Key Features of the Enhanced VoC Dashboard
The VoC dashboard is a critical tool within the Performance tab of Amazon Seller Central, providing sellers with valuable insights into customer experiences and product performance. The latest updates introduce several new features:
(i) NCX Review and Return Rates: Sellers can now compare their product review and return rates against industry benchmarks using the Negative Customer Experience (NCX) review rate and NCX return rate metrics. This feature allows sellers to track performance trends over the past 12 weeks and make informed decisions to enhance product quality.
(ii) Frequently Returned Items Badge: A new badge has been integrated under the Action column, highlighting frequently returned items. This feature provides detailed feedback, including reasons for returns, helping sellers identify and address issues more effectively.
(iii) Multilingual Customer Feedback: Previously available only in English, customer feedback can now be read in multiple languages. This enhancement enables sellers to understand and respond to a broader range of customer insights, improving their ability to cater to a global market.
Also Read: Amazon Introduces "Send it Again" Feature for Effortless FBA Shipments
Additional Benefits of the VoC Dashboard
Amazon Seller Central's VoC dashboard is not just about tracking negative feedback. It aggregates and visualizes customer insights, enabling sellers to understand and act on positive and negative feedback comprehensively. Additional key features of the VoC dashboard include:
Top Reported Customer Problems:
Sellers can view the most frequently reported issues by product ID, ranked by frequency. This helps them quickly identify and prioritize areas that need attention.
Root Cause Analysis:
The dashboard provides detailed breakdowns and categorizations of customer feedback, allowing sellers to drill down into the root causes of issues and better understand the nature of customer concerns.
Guidance and Recommended Actions:
Based on the insights gathered, the VoC dashboard offers guidance and recommended actions to help sellers improve their products and customer experience.
Differentiating from the Account Health Dashboard
It's important to note that the VoC dashboard is distinct from the Account Health Dashboard. While the VoC dashboard focuses on customer experience and product-related feedback, the Account Health Dashboard monitors a seller's compliance with Amazon's selling policies and addresses any account-level concerns or deactivations.
In conclusion, the latest update to Amazon Seller Central's Voice of the Customer dashboard is a significant step forward in empowering sellers to deliver exceptional customer experiences. With enhanced features and translated customer feedback, sellers can now make more informed decisions to improve product quality and customer satisfaction.
Sellers can explore the updated features on the Voice of the Customer dashboard within Amazon Seller Central for more details.
Also Read: What is the Amazon Vine Program? Check the Requirements, Costs and Benefits for Sellers
Follow us on Facebook, X and LinkedIn to get the latest news and updates related to online selling.
By ChannelMAX Staff Writer
July-2024#20
In a recent Seller Central update, Amazon introduced new features to its Voice of the Customer (VoC) dashboard, enabling sellers to track product performance and view translated customer feedback. This enhancement aims to give sellers a more comprehensive understanding of their product's customer experience, empowering them to make informed decisions to improve product quality and customer satisfaction. Earlier in March, Amazon integrated two new features- Recommended Actions and Key Phrases within the Voice of the Customer dashboard.
Key Features of the Enhanced VoC Dashboard
The VoC dashboard is a critical tool within the Performance tab of Amazon Seller Central, providing sellers with valuable insights into customer experiences and product performance. The latest updates introduce several new features:
(i) NCX Review and Return Rates: Sellers can now compare their product review and return rates against industry benchmarks using the Negative Customer Experience (NCX) review rate and NCX return rate metrics. This feature allows sellers to track performance trends over the past 12 weeks and make informed decisions to enhance product quality.
(ii) Frequently Returned Items Badge: A new badge has been integrated under the Action column, highlighting frequently returned items. This feature provides detailed feedback, including reasons for returns, helping sellers identify and address issues more effectively.
(iii) Multilingual Customer Feedback: Previously available only in English, customer feedback can now be read in multiple languages. This enhancement enables sellers to understand and respond to a broader range of customer insights, improving their ability to cater to a global market.
Also Read: Amazon Introduces "Send it Again" Feature for Effortless FBA Shipments
Additional Benefits of the VoC Dashboard
Amazon Seller Central's VoC dashboard is not just about tracking negative feedback. It aggregates and visualizes customer insights, enabling sellers to understand and act on positive and negative feedback comprehensively. Additional key features of the VoC dashboard include:
Top Reported Customer Problems:
Sellers can view the most frequently reported issues by product ID, ranked by frequency. This helps them quickly identify and prioritize areas that need attention.
Root Cause Analysis:
The dashboard provides detailed breakdowns and categorizations of customer feedback, allowing sellers to drill down into the root causes of issues and better understand the nature of customer concerns.
Guidance and Recommended Actions:
Based on the insights gathered, the VoC dashboard offers guidance and recommended actions to help sellers improve their products and customer experience.
Differentiating from the Account Health Dashboard
It's important to note that the VoC dashboard is distinct from the Account Health Dashboard. While the VoC dashboard focuses on customer experience and product-related feedback, the Account Health Dashboard monitors a seller's compliance with Amazon's selling policies and addresses any account-level concerns or deactivations.
In conclusion, the latest update to Amazon Seller Central's Voice of the Customer dashboard is a significant step forward in empowering sellers to deliver exceptional customer experiences. With enhanced features and translated customer feedback, sellers can now make more informed decisions to improve product quality and customer satisfaction.
Sellers can explore the updated features on the Voice of the Customer dashboard within Amazon Seller Central for more details.
Also Read: What is the Amazon Vine Program? Check the Requirements, Costs and Benefits for Sellers
Follow us on Facebook, X and LinkedIn to get the latest news and updates related to online selling.
Disclaimer:
Amazon is the registered trademark of the e-commerce brand.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.
Amazon is the registered trademark of the e-commerce brand.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.