Voice of the Customer - The Beta with Potential Consequences
So, I receive a message from Amazon about a mutual customer of ours who wishes to cancel an order. No reason proffered just that the customer wishes to cancel the order and receive a refund.
Item ordered 24th May and RM shows delivered next day on 25th May and it’s 9 days later with no communication about non arrival or damaged in transit etc.
Replied happy to refund upon return of item and attached screenshot showing item delivered.
Message came back, sorry I’ve been away, my daughter has the item after all. So alls well that ends well.
Checked Voice of the Customer and the NCX (Negative Customer Experience) data which has turned from Green (Good) to insufficient Feedback.
Option to check details and clicking this brought up a warning message that this offer may be withdrawn due to Negative Customer Experience and there is another button to Take Action.
There is no actual feedback from the customer.under normal feedback methods.
What Action am I supposed to make under Take Action? The customer miraculously found the item after proof of delivery was sent. He no longer requires to cancel or receive a refund or to return the item, yet the Voice of the Customer Metrics are negatively impacted by his mistaken request to cancel and the mere fact that he carried out that action request triggers the VOC algorithms to impact the metrics but DOES NOT PUT THEM BACK TO HOW THEY WERE prior to that request.
Amazon Seller supposed Support cough cough, were useless and just stayed the simplest obvious that the customer has not now requested a refund.
Voice of the Customer (which is nothing of the sort and should be renamed something resembling its true purpose is a DANGEROUS TOOL.
4 replies
Seller_EJIX7rqDNQJi2
Amazon always closes listings with a high rate of negative customer experience such as returns, buyer-seller contacts, negative feedbacks or product reviews.
Once this happens, you can usually immediately reactivate the listing by following all steps in the Performance Notification.
The Voice of the Customer metric is just allowing sellers to monitor the defect rate of their listings and prevent having them deactivated out of blue.
Seller_x1xMSBwZsJrTE
I just noticed this feature and this is very worrying.
Firstly, the customer did have a voice that allowed us to improve our listings, it was called buyer/seller messaging. Sadly Amazon have strangled that voice.
Secondly, all my listings are showing as good. Why only good? What am I supposed to do to make them excellent? What’s the point of it if it doesn’t tell me how to improve?
Thirdly, on clicking a product where customers have had a negative experience there is NO feedback on why the buyers weren’t happy or who these buyers are. How am I supposed fix a problem if there’s no way of knowing what the problem is?
This isn’t the voice of the customer, it’s just another useless stick to beat us with.
OP don’t both with seller ‘support’. Go to the Voice of the customer dashboard, click the ‘feedback’ tab at the bottom of the page and tell them of your experience. Hopefully if enough of us complain about our experiences with it they will fix these issues before it comes out of beta stage.
