What Is Voice of the Customer?
The Voice of the Customer (VOC) dashboard helps Amazon sellers understand customer experiences with their products and identify common product-related problems.
Amazon's dashboard uses CX Health to classify customer experience for listings. Ratings can include Excellent, Good, Fair, Poor, or Very Poor.
What Information Can You Find?
The dashboard can help you identify frequently reported customer issues and feedback associated with returns.
For example, customers might report that:
The item did not match the description
The product was damaged
The wrong item was received
The product did not work as expected
Amazon may also provide recommended actions for addressing customer concerns.
Where Can You Find Voice of the Customer?
In Seller Central, look under the Performance section for Voice of the Customer.
Amazon's dashboard can display commonly reported problems by Product ID, along with information that helps sellers investigate the issue.
Why Should Sellers Monitor It?
Repeated customer complaints may reveal problems with a product, listing, condition description, packaging, or inventory.
For used books and media, pay particular attention to complaints involving condition. If buyers repeatedly receive items in worse condition than expected, review your condition grading and listing practices.