Overview

On February 3 2025 Amazon rolled out a new instant feedback mechanism for Seller Support phone calls. After a call ends, sellers are prompted to stay on the line and answer a short survey, replacing the older system that relied on email requests sent after a case was closed. The change gives sellers a chance to rate the interaction while the details are still vivid, which can affect how Amazon monitors and improves its support services.

Key Points

• Instant post‑call prompt — Once the representative hangs up, the system invites the seller to remain on the line for a quick satisfaction questionnaire.
• Eliminates delayed email surveys — The previous method waited until a case reached resolution and then sent an email, often resulting in low participation.
• Survey length of 1‑2 minutes — The questionnaire asks for a star rating and an optional comment, typically completed in under two minutes.
• Data tied to specific calls — Amazon can now associate each rating with the exact agent, call type, and issue category, enabling granular performance tracking.
• Limited to phone interactions — The new feature applies only to voice support; chat and email channels continue using their existing feedback loops.

How the Post‑Call Survey Works

1. Call termination trigger — As soon as the support agent ends the conversation, an automated voice prompts the seller to stay on the line for a brief survey. Example: After resolving a listing error, the seller hears, “We value your feedback. Please stay for a quick survey.”
2. Survey presentation — The system delivers a series of spoken prompts: a rating scale from one to five stars and an optional request for comments. Example: “On a scale of one to five, how would you rate the assistance you received today?”
3. Response capture — Sellers respond using their phone keypad or voice commands; the input is recorded instantly in Amazon’s support analytics platform. Example: Pressing “5” registers a top rating, while saying “The agent was very helpful” adds a comment.