If you’re selling on Amazon, you’ve probably heard about Negative Customer Experience (NCX). It’s essentially a measure of how often customers report disappointing interactions with your products. Amazon tracks these signals to protect shoppers, and it directly affects how visible your ASIN is in search results and recommendations.
But NCX isn’t just a red flag—it’s an early warning system. It pinpoints exactly where customers are struggling, revealing operational issues before Amazon steps in and forces changes. This could include prep mistakes, packaging problems, unclear images, or misleading product variants.
Head over to the Voice of the Customer page—it’s your hub for using customer feedback to optimise products and listings. Here, you can check recent updates, review Customer Experience (CX) Health for your offers, read comments, spot issues, and take action to fix them.
CX Health is a handy metric that compares your offers’ performance to similar ones, based on recent orders and feedback. It helps identify root causes like mislabeled, damaged, or defective items, plus inaccurate product pages.
By monitoring NCX and CX health, you will have the opportunity to correct mistakes and avoid ASIN suspension. In the example below, there is a sizing issue, so the size of the product needs to be clear in the image and the product description.
