Operator glossary
Voice of the Customer (NCX rate)
Amazon's per-listing customer-experience dashboard — returns, refunds, and complaint language distilled into an NCX rate and a health status, often your earliest warning of a product problem.
Voice of the Customer scores each offer's negative customer experience (NCX) rate from returns, refunds, contacts, and review language, then labels it Excellent through Very Poor. It surfaces the verbatim reasons — 'too small', 'stopped working', 'not as pictured' — which makes it a defect-discovery tool, not just a scorecard.
Read it as the earliest tripwire: NCX degrades weeks before reviews average down or ODR moves, and Very Poor listings risk suppression. The response pattern: cluster the verbatims, fix the top reason at its source (listing expectation or product reality), and watch the status recover across a production or content cycle.
The numbers
- Statuses: Excellent → Good → Fair → Poor → Very Poor, per offer, from the NCX rate.
- Inputs include returns, refunds, customer contacts, and negative review signals — with verbatim complaint reasons shown.
- Very Poor status carries listing-deactivation risk; treat it as a pre-suppression warning.
Related terms