Amazon Seller Central Voice of the Customer Details Report

Order-level customer experience detail behind your CX Health scores – defects, complaints, returns, and comments per product

The Voice of the Customer Details Report goes one level deeper than the standard Voice of the Customer summary. This automated report captures the detail behind each product’s CX Health score – defect categories, complaint drivers, return reasons and comments, product reviews, and Amazon’s recommended seller actions – so you can see exactly what is driving negative customer experiences and fix the root cause.

Key Data Fields

NCX Rate and Count

The share and number of orders that resulted in a negative customer experience.

NCX Return and Review Rates

Negative experience rates split by driver – returns versus negative reviews.

Defect Details

Defect categories per product with complaint counts and percentages.

Complaint Drivers

The named complaint reasons behind each defect category.

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Return Comments

Customer return comments with order IDs and timestamps for root-cause reading.

Product Reviews

Recent negative reviews tied to the product’s customer experience score.

HRRA Risk Status

Whether the product is flagged as, or at risk of becoming, a High Return Rate ASIN.

Recommended Seller Actions

The specific corrective actions Amazon suggests for each issue.

Amazon’s Voice of the Customer Details Dashboard
 

Available at:

Seller Central → Performance → Voice of the Customer

Recommended Monitoring Frequency & Actions

How Often to Check This Report

Weekly Monitoring

Review Voice of the Customer details weekly to catch new complaint drivers while the order trail is fresh.

High-Risk Products

For products with elevated NCX rates or HRRA risk, monitor 2-3 times per week until the drivers are resolved.

Required Actions Based on Report Data

  • Fix Top Complaint Drivers
    Address the highest-percentage defect categories first for the biggest CX impact
  • Read Return Comments
    Use customers’ own words to find the real root cause behind return-reason buckets
  • Act on Amazon’s Recommendations
    Complete the seller actions Amazon attaches to each issue
  • Protect At-Risk ASINs
    Prioritize products flagged for HRRA risk before listings are suppressed
Automate Your Voice of the Customer Details Monitoring with Cajari

Cajari automatically collects this Voice of the Customer Details Report from your Amazon Seller Central account and delivers structured data to your systems through API endpoints or webhooks. Our platform handles the complex authentication and navigation, then provides detailed report data that integrates seamlessly with your existing workflow.

Book a personalized demo with our team and discover how we can transform your Amazon data workflow.

Have questions or need support? Our team is here to help with onboarding, technical issues, and any inquiries about Cajari.