The public feedback rating for an order doesn’t always tell the whole story. To get the full scoop, you may have to dig deeper.
Recently, sellers began seeing additional Amazon feedback metadata appearing in their Seller Central dashboards. This information is highly valuable, and now you can track and analyze it without leaving FeedbackFive.
Here’s how it works.
Feedback Metadata is Now Visible in Your FeedbackFive Account
FeedbackFive (at Pro Level and above) now displays three columns that indicate your buyer’s answer to three questions:
Item arrived by [[date promised]]?
Item as described by seller?
Prompt and courteous service?
Buyer responses to these questions can help you determine why you received an individual negative feedback for an item. You can then use that information to make informed decisions about your business.
Using the Metadata in FeedbackFive
Your Seller Central dashboard allows you to track buyer responses, but FeedbackFive makes the data highly accessible and sortable. You can filter and sort consumer feedback with the My Feedback dashboard, making it easy to identify trends.
You can quickly drill down into your data to find out what is and is not going well. Are items not arriving on time? If you’re not using the FBA service, you’ll want to address this with your warehouse and/or staff. If the item that arrived isn’t as described, maybe it’s time to rewrite your description or talk to the manufacturer. If the customer service was unsatisfactory, consider rethinking your approach or providing more customer service training.
Taking Action to Ensure Customer Satisfaction
The three new columns provide additional feedback that may give you information you didn’t previously have about your internal processes. This data can guide you in making adjustments to ensure customer satisfaction.
As a business owner, any additional input from customers can be vital to keeping your company ahead of the curve. Many FeedbackFive users view this additional metadata as a way to gain much-needed market intelligence (without doing additional polling or survey research). Armed with this data, you may be able to identify bottlenecks in your operations and plan new enhancements to your customer service strategy.
See the Difference with Feedback Metadata
Dig deeper into your customer feedback with feedback metadata. These three columns of data in FeedbackFive provide you with an up-close-and-personal look at your customer satisfaction ratings. Pro Level users already have access to this feedback metadata.
Originally published on June 23, 2016, updated August 7, 2019
This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.
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