Seller Feedback Tracking in KwickMetrics | Guide & Insights

Seller Feedback Tracking: Marketplace Management and Analysis

Overview

Seller Feedback Tracking enables sellers to monitor and analyze customer feedback related to seller performance, service quality, and fulfillment experience. This module focuses on seller-level feedback rather than product-specific ratings and plays a critical role in account health and marketplace trust.

It provides visibility into feedback volume, sentiment, star distribution, and performance trends across marketplaces.

Explanation

Seller Feedback Tracking collects feedback left by buyers about their experience with the seller. This feedback reflects service-related factors such as communication, delivery experience, and overall satisfaction.

Seller feedback is tracked at the marketplace level and can be analyzed independently for each enabled marketplace.

Seller Feedback Dashboard

The Seller Feedback Dashboard presents a consolidated view of seller feedback performance for the selected date range and marketplaces.

Summary metrics include:

  1. Total Seller Feedback – Total number of feedback entries received

  2. Average Seller Feedback – Average seller rating on a 1 to 5 star scale

  3. Positive Seller Feedback – Count of positive feedback entries

  4. Negative Seller Feedback – Count of negative feedback entries


Each metric includes percentage change compared to the selected comparison period.

Customer Ratings Breakdown (Seller Level)

This section shows how seller feedback is distributed across star levels.

Displayed information includes:

  1. Overall average seller rating

  2. Total feedback count

  3. Percentage distribution by star level:

    1. 5-star

    2. 4-star

    3. 3-star

    4. 2-star

    5. 1-star

This breakdown helps identify whether negative feedback is isolated or recurring.

Seller Feedback Trends visualize feedback performance over time.

Trend capabilities include:

  1. Time range selection (predefined and custom ranges)

  2. Comparison mode to evaluate improvement or decline

  3. Grouping by:

    1. Day

    2. Month

Trend metrics that can be toggled include:

  1. Orders

  2. Average rating

  3. Star-level feedback counts


Trend charts display both actual and comparison average ratings.

Seller Feedback Table

The Seller Feedback Table provides detailed visibility into individual feedback entries.

Table fields include:

  1. Rater name

  2. Marketplace

  3. Date of feedback

  4. Star rating

  5. Feedback content


This table supports sorting and focused analysis.

Marketplace Management for Seller Feedback

Sellers control which marketplaces are included in Seller Feedback analysis.

Marketplace management behavior:

  1. Seller feedback is tracked per marketplace

  2. Only enabled marketplaces contribute to dashboard metrics and trends

  3. Marketplace selection allows region-specific analysis

Supported marketplaces include:

  1. Amazon marketplaces across North America and Europe

  2. Walmart (if enabled)


Notes
NOTE
Only enabled marketplaces are included in Seller Feedback metrics.

Amazon-Handled Feedback Logic

Some seller feedback is handled by Amazon, typically for orders fulfilled by Amazon (FBA).

Key rules:

  1. Amazon-handled feedback is excluded by default from:

    1. Total Seller Feedback

    2. Average Seller Feedback

  2. This ensures metrics reflect only seller-responsible feedback



Optional behavior:

  1. Sellers can enable the option to show Amazon-handled feedback

  2. Amazon-handled feedback appears in the feedback table

  3. These entries are clearly labeled

  4. Amazon-handled feedback is still excluded from totals and averages


Alert
ALERT
Including Amazon-handled feedback for visibility does not affect seller performance metrics.

Relationship to Feedback Automator

Seller feedback generated through Feedback Automator campaigns contributes directly to Seller Feedback metrics.

Relationship behavior:

  1. Campaign outreach increases feedback volume

  2. Campaign Analytics and Seller Feedback together measure outreach effectiveness

  3. Sellers can correlate feedback trends with campaign activity

Summary

Seller Feedback Tracking provides sellers with structured visibility into seller-level customer feedback across marketplaces. By managing marketplace inclusion, analyzing feedback trends, and understanding Amazon-handled feedback behavior, sellers can protect account health, identify service issues early, and measure the impact of feedback outreach initiatives.