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Ever wondered how you’re truly performing as a merchant-fulfilled seller on Amazon, and what customers think about your service? Great news! You can now unlock powerful performance insights with the exciting new features on the Feedback Manager page in Seller Central.
New Insights Now Available within Amazon's Feedback Manager Page:
Amazon has rolled out three new customer service insights which are available within the feedback manager page. Merchant-fulfilled sellers can now access these valuable insights anytime, offering a clear snapshot of their performance. These new insights empower sellers to stay on top of their A-game, helping you enhance overall customer service performance!
The available insights include:
- Preventable contacts tracks customer service contacts from buyers seeking a refund or exchange due to a product quality, fulfillment, or shipping problem related to their order, excluding buyers who change their minds. This is calculated by taking the number of preventable contacts divided by the total number of items shipped.
- Average contact response time tracks the time it takes to respond to buyer messages divided by the total number of messages received.
- Buyer Dissatisfaction rate tracks the total number of "No" responses to the survey question, "Did this solve your problem?" divided by the total number of surveys sent to your buyers.
Accessing New Amazon Performance Insights from Feedback Manager:
To access the new Amazon customer service Insights, navigate using the Seller Central menu, hover over Performance, and choose Feedback Manager. At the top of the page, you should see “Customer Service Insights”.
If you don’t see the feature within your account yet, don’t fret, Amazon is still working to roll it out to all accounts, and you should see it become available in the near future.
If you're a client looking for more information, contact your account team! If you’re interested in learning more about how Blue Wheel can aid in your brand efforts in online marketplaces, schedule a consultation with our team, we would love to hear from you.
Julia Asburry is the Senior Marketplace Support Analyst at Blue Wheel, where she plays a vital role in enhancing Account Health and Customer Service management. Her work empowers our clients to not just sustain, but truly thrive in the eCommerce landscape. With over half a decade of diverse experience in the industry, she wears many hats within the organization, bringing a wealth of expertise that propels us forward and helps set us apart.
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