I just saw an announcement of a new Amazon metric. ( new to me, at least). It appeared in a pale red box at the top of my Amazon page:
Watch this space for updates to your Customer Service Quality Insights. We appreciate the feedback received so far and look forward to launching an improved experience soon.
I googled the phrase “…updates to your Customer Service Quality Insights.” There were only two entries - both from Amazon in India, back in 2024. From this I infer that it was tested on them before being imposed on us.
I may be biased, but I suspect that this will turn out to be yet one more flawed attempt by Amazon to have an inadequate AI make decisions about customer relations.
It’s been on our Feedback page for some time now. Wouldn’t be surprised if it ended up being a combination of feedback, voice of the customer, maybe reviews and account health data.
We didn’t take it as another metric but a new way of displaying existing data.
I saw it differently, guided by a cynicism bred by previous experiences with Amazon.
Amazon has a long history of failed initiatives to improve customer experiences. When those initiatives do fail, Amazon does not attempt to fix the or rehabilitate them in any way. They don’t combine them with newer initiatives.
Rather, the Amazon way of dealing with failures is to quietly deprecate them, and after a year or so, there is little or no evidence that they ever existed. Links to them quietly disappear; references in the help files sometimes last longer, but are deleted without notice. Seller service reps are replaced with their usual frequency, and the incoming reps are not informed about the initiative. Eventually they will deny that such initiatives ever existed.
The whole process is done with such efficiency and regularity that even Orwell would be shocked.
I expect that this will be something entirely new, and not a rehash of older metrics.
The original deployment heralded there was so flawed - as was saliently pointed out by several posters (including some of our fellow SAS members) on the Headline-accompanying NSFE discussion (link) - that it was pulled back, and this banner appeared, shortly after the New Year.
After some tweaking, the functionality made a brief reappearance later in Q1 2025, for only one of our accounts, only to be yet again yanked within a week; the same cycle was repeated once more later in Q1 (for all of our accounts) - and for us that banner has been appearing for more than three months now.
Given that there’s clear evidence of FOUR failed attempts to deploy this functionality, I harbor little doubt that Amazon’s struggling with getting it to perform as designed - and, given what the SHC’s “Customer service insights on Feedback Manager” (link) has displayed ever since I first archived it 121224 (which I just verified as unchanged since then today, 061325) - even less that you are most-likely correct in these presumptions:
Yes, that banner has been atop that page for so long without any further action that it is ridiculous. It’s just needlessly talking up space. Amazon should really take it down.
While the banner was up on our FB pages. TPTB removed about 10 of our FB over a 90 day period. Attempting to balance the amount shown on our listings and the # of FB reflected on FB pages.
My fault I guess. Opened a case, which we rarely do, inquiring why there were different numbers reflected, often a difference of 4-5 less than FB page. TPTB, those busy little beavers, began cutting!! Usually the last feedback received but a couple times return customers multiple FB’s, So typical of AMAZON- taking the easy way, scything FB, which is difficult to earn, rather than investigating the reason the numbers didn’t balance.
Which means likely to happen again! Save us from such world-class “assistance”.