Overview

Amazon’s Customer Experience (CX) Health dashboard gives sellers a granular, offer‑level snapshot of problems that could be eroding sales or jeopardizing account standing. The tool aggregates reviews, return reasons, A‑to‑Z claims and buyer messages, flagging any ASIN whose health score drops below Amazon’s internal thresholds. Regularly checking CX Health lets sellers intervene before isolated complaints snowball into broader performance penalties.

Key Points

• Offer‑level visibility — The dashboard isolates trouble spots to the exact SKU, so a seller can see that ASIN B07XYZ1234 generated a 4.2 % return rate while the rest of the catalog stays under 1 %.
• Direct buyer feedback — The “Voice of the Customer” pane reproduces the exact comments left by shoppers, such as “color was different from the picture,” giving a clear root‑cause clue without digging through separate reports.
• Multiple remediation paths — For most alerts Amazon suggests concrete actions: edit the title or images, adjust the price to match market expectations, upgrade packaging, or withdraw the offending inventory from fulfillment centers.
• Risk of suppression — If a flagged offer remains unresolved for more than seven days, Amazon may hide the listing from search results or remove it from the Buy Box, instantly cutting visibility and revenue.
• Prioritization by severity — Issues are ranked by impact score; a product with a 3‑star average rating and a 12 % defect rate appears at the top of the list, while a minor 0.5 % complaint rate stays near the bottom.
• Weekly monitoring recommendation — Amazon’s internal metrics refresh every 24 hours, but a weekly review cadence captures trends before they trigger automated penalties.

How CX Health Works

1. Access the dashboard — Sellers navigate to Performance → CX Health in Seller Central; the landing page instantly lists all active offers with a health score beside each.
2. Score calculation — Amazon aggregates four data streams—customer reviews, return reasons, A‑to‑Z claims, and buyer messages—assigning weighted points; an offer scoring below 70 % is automatically highlighted.