Difference between voice of the customer and customer feedback
I am wondering if someone could help explain the difference between the voice of the custmer vs customer feedback/ review and ratings? it seems as though when I am asking customer to review their purchase it must bring them to the Customer experience section so they are not leaving feedback or reviews. This is obviously holding my account back from receiving more abilities within seller central so I just wanted to know what the difference was and why the voice of the customer ( or CX orders) do not register as feedback or reviews.
6 replies
Blake_Amazon
Hey there @Seller_0Rd20xvY14x7x, this Quick Tip post goes over the Voice of the Customer dashboard! My understanding is that VOC acts as an insights generation tool for the customer experience you are providing, whereas product reviews are what customers post on the product, about the product. Here is a help page on VOC and here is a help page on customer reviews for more information!
Seller_xouAbPXPlUfbu
Unfortunately it just seems to have become a gripe fest for customers dissatified for any number of reasons, many of them not valid.
Ex 1: Customer complained the powder didn't come with a puff (it is sold as powder only but there are many powder/puff listings none of which they chose) I get dinged for it.
Ex 2: Customer complains that the product was "Used sold as new" (product is handmade by ME and is all new/fresh) simply because her outer packaging was sealed with brown packing tape.
My ASIN was taken down because of it! WTH?
Am I supposed to never use brown packing tape again lest some cranky customer makes unfair/inaccurate accusations against me?
Seller_n1mh65Ij2NT7L
VOC has been around for quite a while and I never understood it. We have all *excellents*, two *goods* but one guy hated the item despite the fact Amazon returned it to inventory for resale. The way these are packaged, the packaging would have had to be trashed to use it meaning he never ever opened it and tried it.
