Hello SellersAskSellers, here with a question about your ecommerce business and looking for strategies! I’m wondering if you ever read your POSITIVE product reviews (e.g., on Amazon 4- and 5-star reviews) for customer feedback and suggestions–and if you do check, how often, and how do you track your findings? Do you ever put those suggestions into action?
Answer here, and then please consider adding a reply about your process or any questions you have. Thanks!
Do you check POSITIVE product reviews for product feedback?
Yes, I check for suggestions in positive product reviews at least once a month
Yes, I check for suggestions in positive product reviews at least once a quarter
Yes, I check on a schedule that I’ll share below
No, I only deal with negative product reviews
I have literally never thought about checking product reviews
We read all reviews. The positive ones generally let us know what we are doing right and what the customer was expecting that made the review positive. The neutral and negative reviews let us know what we need to improve upon and/or the customer is venting on some decision they made that effected the order (like wrong size).
20 some years ago in the beginning of this business, the reviews were more important as they helped us refine what we were doing so we could avoid common issues. Most of the time now, the reviews tend to validate what we are doing and helps keep us positive when dealing with Amazon stuff.
Like @ASV_Vites, I also check more than once a day.
I keep screenshots of total reviews/ratings and date the image file. I do it for my own records to see how I’m improving. Yes, my OCD is off the charts.
Negative reviews did help me in the earlier years. Just like @Lost_My_Marbles , it helped us realize why these issues were happening. I fixed it by including a short note with the product to explain commonly mistaken usage, and negative reviews stopped happening for those particular issues.
Did you happen to notice that Amazon has taken the ability away to see total ratings, separate from reviews? It used to show you total, with written broken out. Now Amazon is only showing written as the total when you click on each star.
That’s annoying for us because we have a star tracker report against our direct competitors to see how we are doing against them which is now obsolete.
We had a meeting with our advertising manager on Tues and he said it seems to be an A/B test because it’s not happening in all categories at this poiint.
As far as negatives go for us, in our category - it’s tricky to really know what the issue is, even if something is written.
We do sell functional supplements, so you’ll know if it’s doing what it’s supposed to - unlike Vitamin C or Co-Q-10.
Not everyone processes supplements the same, so our products don’t work for everyone but because of Amazon’s no return policy on consumables, buyers will lie to get their $ back. (Product not as described, defective, damaged). 2 of the 3 are dings against the seller when it’s really Amazon’s fault for being the only e-tailer on the planet that doesn’t allow returns on consumables.
Yes, at first, I thought it was some error with the page loading. But soon found out, it was actually a change.
It used to say “## total ratings, ##with reviews”.
Now it changed to “## matching customer reviews”
So now, I don’t know what number of 5 stars I have out of the total. Percentage is still there but… I rather see the exact numbers.
Agreed, very annoying…