Originally published on September 21, 2016, updated August 24, 2021
Menu
Join Our Email List
- Receive our monthly newsletter.
- Stay up to date on Amazon policies.
- Get tips to grow your business.
Seller feedback is a numbers game.
The more you sell, the more opportunities 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 actually do yourself a disservice.
In this post, we'll discuss best practices for structuring your funnel and building a predictable flow of feedback.
For the sake of conversation, let's imagine that you're an enterprise seller. You average more than 1,000 orders per month on the Amazon marketplace, not to mention the countless orders you process through your own website and other marketplaces. Things are really cooking, 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, the strategic merchant solicits each customer for candid feedback. With such a robust order volume, however, manual solicitation is not possible. Rather, by leveraging a feedback management tool such as FeedbackFive, you can 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 solicitation can only benefit your company if you communicate the right message. At a very basic level, an effective feedback solicitation 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.) Never stop tweaking your content and monitoring how the changes impact your feedback funnel.
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.
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 solicit 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 a more robust Amazon feedback funnel. FeedbackFive has been trusted by merchants worldwide to request millions of feedbacks.
Originally published on September 21, 2016, updated August 24, 2021
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.
These Stories on Feedback and Reviews
We Are Virtual!
But you can still send us mail:
14321 Winter Breeze Drive
Suite 121 Midlothian,
VA 23113
Call us: 800-757-6840
Copyright© 2007-2023 eComEngine, LLC. All Rights Reserved. eComEngine®, FeedbackFive®, and RestockPro® are trademarks or registered trademarks of eComEngine, LLC. Amazon's trademark is used under license from Amazon.com, Inc. or its affiliates.
No Comments Yet
Let us know what you think