Originally published on September 21, 2016, updated April 3, 2023
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Seller feedback is a numbers game.
The more you sell, the more opportunities you have to ask for feedback. The more times you ask (within reason), the more likely you are to get it.
However, if you ask at the wrong time or with the wrong message, you might do yourself a disservice.
In this post, we'll discuss best practices for structuring your funnel and building a predictable flow of feedback.
An Amazon feedback request tool can help you automate processes and save time. As an example, let's imagine that you average more than 1,000 orders per month on the Amazon marketplace, not to mention the countless orders you process through your website and other marketplaces. Things are going well, which means your team is extremely busy.
With such a robust order volume, it's easy to take a wait-and-see approach, assuming that feedback will naturally follow. True, studies have shown that less than 5% of Amazon shoppers leave seller feedback. But what about the other 95% of customers who don't leave feedback? What does this mean for your seller reputation?
Assuming a generous 5% feedback conversion rate, the math for your store works out like this:
Compare the wait-and-see model to a more strategic approach. Instead of hoping for ratings to appear, send each customer a request for candid feedback. With such a robust order volume, however, sending these requests manually just takes too much time. Leveraging an Amazon feedback request tool such as FeedbackFive allows you to automatically send requests.
With campaign automation in place, it's obvious why many of our customers exceed the industry's standard feedback success rate. Through continuous campaign testing, let's assume you're able to increase your rate up to 10%. A nominal increase at first glance, but in the long run this can pay huge dividends for your seller reputation.
That's a net increase of 600 feedbacks in one year (as compared to a wait-and-see approach). More Buy Boxes anyone?
Automatic requests can only benefit your company if you communicate the right message. An effective feedback request should contain the following attributes:
Spend time crafting your message. Be sure to do several rounds of proofing, particularly for grammar and style. (Of course, if you are a FeedbackFive customer, you have access to our pre-built email templates or you can create your own.)
You can also send requests via the Amazon Request a Review messaging system. These messages include a combined product review and feedback request. They cannot be customized and are sent directly from Amazon to the buyer, so compliance with Amazon policies is guaranteed. You can schedule automation for this type of message with FeedbackFive. It's the easiest way to request feedback and reviews while staying compliant with all Amazon communication policies.
Consider the lifestyle of your average customer. For example, if you sell in the United States, the vast majority of customers are awake and engaged between 7 am and 10 pm (local time). Many merchants target their solicitations to arrive in inboxes during this time frame.
Going another step further, FeedbackFive offers flexible automation rules, making it possible to send feedback requests at times that make sense for your target market. For example, you can:
Here's a glimpse at what that would look like. As you can see, you're really in the driver's seat!
With advanced logic like this, the possibilities are endless. For optimal results, be sure to consider how your customers' consumption cycles impact their willingness to leave feedback. Luckily, FeedbackFive allows you to build unlimited campaigns to test your hypotheses.
It's time to get serious about building your Amazon seller reputation. FeedbackFive has been trusted by sellers worldwide to send feedback requests since 2009. You can find us in the Selling Partner Appstore!
Originally published on September 21, 2016, updated April 3, 2023
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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