How To Improve Your Amazon NCX Rate

What to do with the Customer Experience (CX) health?

Once you review these pages and identify any issues areas, it is important to take action to resolve the issues. Depending on your feedback, these improvements might just be adding more information or photos to your listing, such as updating the title, bullet points, and product description to include more important information about your product. Perhaps you also need to add more photos of your product from different angles or closeness if a customer is failing to understand the product, what it includes, or how it is used. Adding product videos to your listing can also be incredibly helpful to customers.

If these issues are physical in nature, you may need to consider making improvements to your product itself, such as sturdy packaging if it is frequently damaged, or inclusion of better instructions if customers are struggling with use, or changing out a component that tends to break or customers struggle with.

Negative customer experiences stemming from FBA-specific delivery problems, such as late shipment or not arriving, don’t affect the customer experience health of your offers. If you see these in your Voice of the Customer dashboard and contributing to NCX, you can open a case and ask Amazon Seller Support to remove the FBA-related feedback from your customer experience health.

When there’s a high rate of negative customer experiences, your offer gets suppressed. If this happens, you will need to resolve the issue before the listings can be reinstated. Click Resolve issue on the dashboard to review recent customer feedback to understand if there are systemic issues with your product or listing. If it is an information issue, you can then edit your listing and relist your offer. If it is a physical product issue and you are selling through FBA you can submit an order to have inventory removed or disposed of until the issues are corrected and you can send in more inventory. 

Conclusion

The Voice of the customer is a page on Amazon Seller Central that outlines customer health experience. This dashboard allows you to view feedback from your customers, consider how you can use that to improve your products and listings, and take action. As a seller, you should properly review and act on the NCX Voice of the Customers page, and use it to improve your product and listings. This will result in an improved experience for your customers on Amazon which will likely improve sales on Amazon and create loyal customers. Do not ignore Amazon Negative Customer Experience as you can risk bad customer experience, bad reviews, your listings getting removed or even losing your ability to sell on Amazon. If you need more help understanding or managing the Customer Experience (CX) health and Negative Customer Experience (NCX) please reach out to us using the button below.