The Voice of the Customer page is a tool that allows you to gain valuable insights from customer feedback. You can review the recent updates to the page, the Customer Experience (CX) Health of your offers, read customer comments, identify product and listing issues, and act to resolve problems.

By leveraging this data, you can optimise your products and listings, leading to improved customer satisfaction and increased sales.

Key Benefits:

• Identify Issues: Get detailed insights into customer complaints like mislabeled, damaged, or defective products and inaccurate listings, allowing you to address issues proactively.

• Stay Informed and Take Action: Regularly review the page to stay informed about potential problems and take immediate actions like removing damaged inventory, updating product details, or consulting help resources.

• Monitor Customer Experience: The CX Health metric evaluates your offers' performance relative to similar products based on customer feedback, helping you identify areas that need attention to improve the customer experience. Review offers with poor or very poor CX Health ratings. Your offers’ CX Health is categorised as excellent, good, fair, poor, or very poor. We recommend reviewing all of the offers with poor and very poor CX Health to understand and resolve problems.

• Targeted Solutions: For example, for a damaged item issue, the dashboard provides a breakdown of factors like product spoilage, packaging problems, and damaged products, enabling you to implement targeted solutions like optimising packaging materials or handling processes.

How to access:

Menu > Performance > Voice of the Customer

Resources:

Voice of the Customer Help Page

Resolving CX Health Issues

Did you know about this tool? What is your experience with it?