Monitoring Voice of the Customers

Monitoring Voice of the Customers

Purpose/Goal

To outline processes and best practices for tracking and analyzing customer feedback and sentiment on Amazon. This document would aim to help understand customers' experiences, identify key issues, and improve products, services, and overall customer satisfaction.

Resources Needed

• Amazon Seller Central

• V2 software

• V2 Login & Ops Credentials

• 2024 CSR TRACKING Template

Knowledge Base

• [Video link] - where can they go to learn more? YouTube? Video from Amazon Course?

• Best to attach videos on here

Attach Loom Video of SOP Being Done

• [Video]

Step 1 - Log in to V2

Step 2 - Log in to Amazon Seller Central

Step 3 - Check Voice of the Customers

Step 4 - Take necessary action/s

To log in to V2, it requires access to V2 Login & Ops Credentials.

1. Go to the V2 system login page: V2 Login.

2. Log in using the teamcases.osl@gmail.com credentials.

All login credentials can be found in the V2 Login & Ops Credentials.

To log in to Amazon Seller Central, find the login credentials in the V2 Login & Ops Credentials.

1. Enter the login credentials on the Amazon Seller Central login page.

2. OTP (One-Time Password) is required for full access. Request the OTP from either Kim Santos or Dat Le.

3. Once logged in, navigate to the Menu and go to Performance.

4. From the Performance menu, select Voice of the Customer. You may want to mark this as a favorite for easier access.
    

1. Check the customer experience health breakdown, which includes categories like Very Poor, Poor, Fair, and Good.

2. Click on each category (if there is more than one entry) to review the feedback.

3. For example, in the screenshot below, you can see 6 offer listings. Click on Good to view all 6 listings.

4. Scroll down to view all  listings.
   

5. Click on See Details for each listing to view individual customer feedback.

1. If you notice any feedback, such as comments about packaging, but there is no immediate need for action (e.g., no further customer complaint), you can simply record this review in the 2024 CSR TRACKING Template under the OSL VOC Monitoring sheet.

2. If other listings do not show reviews or order IDs, no further action is required.

3. Instances that might require further action:

   1. If a review mentions an expired product, create a case with Amazon for a bin check.

   2. If the product is confirmed to be expired, request product disposal from Amazon.