Voice of the Customer Changes
I periodically look at Voice of the Customer under my Performance and was shocked to find that all of a sudden there were several Very Poor ratings and a Poor rating which never existed before. The worst I had before were 8 Fair Ratings and about 5 Good Ratings, the rest were all Excellent. The weird thing is that many of these are from purchases that are 2 or more years old and some of them I distinctly remember as being Fair. All my metrics are outstanding. Anyone else experiencing this?
28 replies
Seller_ILySlxlLPCeEt
Yes, same here. Seems to have reverted to how this “Beta” metric originally worked.
Seller_CW0P5hgbsiqWX
There has to be a glitch. Ours went from all Excellent to all Very Poor. However, when looking at the individual ratings, they are all Excellent. Probably just another example of Bots Going Wild.
Seller_DCFkzXP9HeKJd
I also have several “very poor”. I used to have 100% excellent. A quick look indicates they are all FBA returns and/or books that have been listed as unfulfillable with notices to create removal orders. The reasons given on Voice of the customer are things like “wrong item sent” - which is completely wrong. If any wrong item was sent, it was Amazon that sent it.
I hope SELLC is right and it’s a glitch. There are too many other things to deal with without having to check Voice of the Customer as well.
KJ_Amazon
@Vintage_Treasures_Or @SELLC @combinola
Thanks for the feedback on the Voice of the Customer ratings. I passed it along to our partner team to check that VoC is running as expected, and I will follow up when I receive updates.
KJ_Amazon
Seller_qsjXhUS6U3FXD
I find this puzzling as well. I just checked mine…previously 100% excellent. There are 5 listings with a Poor rating while all the rest have excellent. When I checked the 5 listings, 3 were deleted listings and two were supposedly customer complaints of missing parts. Well, these particular listings have NEVER been FBA and I have not had ANY returns on these listings for any reason. So how in hades is this a voice of the customer rating? And in the CX column they ALL say “insufficient feedback”. And the dates range from 2020-2022.
Seller_xKHuvOVpdRLyv
I am glad i am not the only one with this issue. usually i get 1 or maybe 2 poor ratings. now i got quite a few more and they all say ““insufficient feedback”. any ideas on a fix for this?
Seller_mQDWQdPjMq4WV
never mind since voice of customers don’t really matter, do they?
Seller_G3tKlxqw9EUfb
I, too, have 16 products that just went into ‘Very Poor’. One of them is an item that I deleted about 2 years ago!
The metrics are based on old data. For example, I have sold 10 of this item in the past 3 months, but VOC says I have only sold 4:
What I don’t understand is why it says it was last updated Nov 3, 2022.
Conspiracy Theory Time: Perhaps some people in IT are unhappy with all of the layoffs, or is it just Amazon implementing their usual Holiday Season chaos for 3P Sellers?
It’s beginning to look a lot like Glitchmas!
I guess I can expect my sales of this item and the others cited to be pretty poor this holiday season…
Seller_yXmDyPJYmP7aD
Me Too… 4 Items,
2 have been Sold
1 Not listed
1 Still listed
Not very Useful Info.
Nancy in Texas
