Summary
Added detailed explanations of VoC Index, Product Index, and Fulfillment Index metrics, plus guidance on identifying critical issues and user perception issues. Restructured into performance review, issue identification, and action-taking sections for clarity.
Why it matters
Sellers gain clearer understanding of how VoC metrics are calculated and categorized, enabling more targeted diagnosis of product vs. fulfillment problems. Improved navigation helps prioritize high-impact issues faster.
Recommended action
Review updated VoC dashboard explanations under Analytics > Product Analytics. Familiarize yourself with the two-part index structure (Product + Fulfillment) to identify root causes of negative feedback more effectively.
Vo C index:
The overall Voice of Customer performance of the product relative to the category average. A higher value means worse performance. The Vo C Index includes — but is not limited to — two parts: Product and Fulfillment, so you can quickly tell which type of issue is affecting the overall index.
Product index: Performance driven by product-side feedback (e.g., product quality, listing accuracy).
Fulfillment index: Performance driven by fulfillment-side feedback (e.g., missing/wrong items, damaged items, delivery experience).
Identify the key issues
All:
Distribution of all issues contributing to the product’s Vo C.
Critical issues: The high-priority issues that most directly affect customer experience. Customer feedback is AI-analyzed to help you prioritize the issues that need immediate attention.
User perception issues: Subjective buyer feedback (e.g., feel, fit preference). These issues are not counted in the Vo C index and are shown for reference only. They may still influence buyer experience, so it's worth keeping an eye on them.
Manage product: Update listing details, images, and attributes for this product.
Manage return: Review and handle return requests for this product.
No content was removed in this update.
Affects: Seller, Listing