Voice of the customer - Just exactly what is the point?
Just had a look at my ‘Voice of the customer’ score and see that all my products are excellent except my best selling product which is ‘Good’. Apparently ONE customer says “Inaccurate website description”.
Kind of strange considering that there are litterally loads of reviews for this item which say, “Product exactly as described”, and the exact same product in the FBM version has no customer complaints at all.
Anyway the ‘Voice of the customer’ suggestion is to either edit the listing or "Remove of dispose of inventory".
How am I supposed to edit a listing and improve it when the customer doesn’t say why the description is inaccurate? Just exactly what is the point in ‘Voice of the customer’ when the customers voice is vague and unhelpful?
And if Amazon think I’m going to remove or dispose my inventory due to ONE customer who probably didn’t even bother to read the description properly… they can JOG ON.
4 replies
Seller_SITNVuZK87zGK
We sell necklace chains. We’ve got several listings in Voice of Customer that are Poor due to high return rate.
When looking at it, the item is either too small or too long.
I can’t do more than state an item is 40cm long in the listing several times - not sure what I’m supposed to do with the information from Voice of Customer!
Seller_DTufFoxJuMU0M
I often wondered this myself
I have a product marked as fair - 49 sold, reviews that says “great quality” “lovely paper”, but apparently 1 person decided to return it for “Performance or quality not adequate”
Ironically, the customer never actually returned it, just opened the request which I approved, then it eventually dropped off my home screen, however the return is still technically open and this is from 167 days ago!
So this one person has knocked my listing right down to fair its so random.
I have another item that I’ve sold over 1,000 of, that 1 person had a negative experience with for some reason unknown to me, and this product is “good”
I’m with you, if they’re going to do something like this we need more information on what exactly the problem is!
Seller_wqciCXuQbNS4p
Unfortunately it’s a system that is not fit for purpose…we have numerous items that are classed as fair and there is nothing that we can do about it. The item gets supressed, we’re told to modify the listing or the product so as to prevent further suppression, which is fair enough. But when you have two consecutive sets of comments, one that says bigger than expected and the next saying smaller than expected, what are we expected to do?
I gave up worrying about it a long time ago. Life is too short.
