Voice of the customer not fit for purpose
Does anyone else feel that the Voice of the customer section needs to be revised.
I mean I review it regularly to see if there is anything that affects our products, anything we can look to improve and do better, packaging, description, customer service.
But still you have customers who order things and then return through no fault of your own, yet we are apparently to blame.
The example I will give will be a set of Childrens Heart Shaped Sunglasses
Title being Children Pink Heart Shaped Sunglasses
Bullet points Refernece, kinds, littleones, suitable for ages upto 9 years of age
Product images are of a child wearing them
Enhanced brand content shows a child wearing them, multiple touch points identifying for upto 9 years of age.
The exact mm measurements on the listing.
A video showing “children wearing them”
Voice of the customer
Item Defective - why ? I didnt realise they were not for adults.
How ? how can that even remotely be down to us ?
We have another product. Where it is mm measured, several requests all over the advert to point that, this may not fit your system, please measure before ordering.
Then a video showing how to measure.
Customers, order the item, doesnt fit my system
Its like ok, but I am not sure what more I can actually do
I can ask you to measure, I can show you how to measure, I can tell you again to measure.
I can give you the exact measurements.
But if you then ignore me completely, ignore everything, why should we be blamed ?
I am at a loss. I mean sure if you think I can do something differently. please tell me I will listen and action it Amazon.
But otherwise, for some items we need to help educate the customer surely ?
0 replies
Seller_SITNVuZK87zGK
We primarily sell necklaces. I am constantly told by amazon that my necklaces are both too short and too long at the same time.
I stopped ever looking at voice of the customer after that.
In terms of things not fit for purpose that amazon should look at, this is far, far down the list.
Seller_77IcbQKVGdZo0
It is a waste of time unless you have multiple events all telling you the same thing. A couple of times I have picked up on defective FBA products by seeing repeated comments.
In general though the comments can mostly be ignored.
I have a set of pyjamas which for one customer is too small and another is too large.
I have greeting cards which are not compatible with an existing system
When their are repeated issues I think Amazon should be notifying you anyway and not checking voice of the customer.
Seller_DTufFoxJuMU0M
I don’t bother, although it did flag up when someone (probably amazon, I know for sure it wasn’t me, and it was one of those attributes Amazon likes to add in without your knowledge and with incorrect information for the best customer experience.) had decided to change one of my items (my brand, no EAN, no other sellers) to imply that customers would receive 20 instead of 1…
Another one says that the product is not as described, apparently the only person out of all other orders for that card that didn’t receive what they were expecting, so either the customer made a mistake, or Amazon sent her out the wrong thing.
Another listing is because someone ordered a card and Amazon sent them lip gloss (I don’t even wear lip gloss let alone sell it)
So it can be helpful, if the customer bothers to leave an actual message stating what was wrong, but most of the time its just a waste of time and effort
Seller_eqDYatCavSWmz
Not only pointless but if I look at it on my App on my iphone vs my desktop on the very same day, the results are totally different and significantly different too.
