Using the Voice of the Customer to Optimize Seller Health

And act to resolve problems. Customer experience health or CX Health is a metrics that helps you understand how each of your offers is performing based on your recent orders and customer feedback about your products. This metrics looks at your other performance in relation to similar offers. Knowing your offers CX Health will help you identify issues such as mislabel.

Damaged or defective products and inaccurate or incomplete detailed pages. If you identify problems, you can take action to fix them. The CX Health rating does not take negative customer experiences stemming from delivery problems into account. As we can see here on this dashboard, the CX Health is categorized as excellent, Good, Fair, Poor or very poor.

Here is a rating of excellent or green. It reveals that your offer is performing significantly better than similar offers. A good or like green rating means your offer is performing as well as or better, similar offers. A fair or yellow rating means your offer is performing as good as similar offers.

A poor or orange rating means your offers performing worse than similar offers, and may be at risk of closure because of negative customer experiences. And a very poor or red rating means your offers performing significantly worse than similar offers and may already have been closed because of a high rate of negative customer experiences.

Be sure you pay close attention to listings that fall within the very poor and poor ratings to better understand and work immediately to resolve problems. If your offer has been suppressed because of a high rate of negative customer experiences, you’ll see action required under the date of closure and the last offer closed date column.

Click resolve issue to review recent customer feedback to understand if there are systemic issues with your product or listing. You can then edit your listing and re-list your offer. Or if you sell your product through Fulfillment by Amazon or FBA, submit an order to have inventory removed or disposed off.

You can then edit your listing and re-list your offer, or if you sell your product through fulfillment by Amazon, submit an order to have inventory removed or disposed off. Offers will display a CX Health of insufficient feedback when there are not enough customer comments to support a poor or very poor rating.

If you’ve deleted a listing on your manage inventory page, you’ll see listing deleted under CX Health. These listings will display the last CX health and customer feedback received before you deleted them. The listings will appear in the voice of the customer dashboard for up to one year after deletion.