Software
Voice of Customer Dashboard
An internal application for systematically reducing returns and customer issues on Amazon.
Description
Returns and refunds reduce margin. Their causes are typically scattered across return reasons, customer comments, reviews and various reports. The Voice of Customer Dashboard consolidates these signals, surfaces the most urgent issues and tracks whether the measures taken are effective.
Core functions
- Priority list: approximately 275 product families ranked by urgency, with views for quality, listing, logistics and per team member.
- Issue rate: refunds and replacements combined into the actual problem rate per product and variant.
- Customer comment analysis: automatic clustering of comments into problem categories such as quality, product description or transit damage.
- Product detail view: 12-week and 12-month trends, price versus returns, conversion versus returns, cost of issues and profit, at parent or variant level.
- Measures log: every product, packaging or listing change is recorded together with the issue rate at that time, so that the effect can be measured before and after.
- Packaging optimisation: analysis of which products should ship in their own packaging and where this is not economical.
Technology
| Data pipelines | Automated pipelines from Amazon data sources |
|---|---|
| Data | Google BigQuery, PostgreSQL (Supabase) |
| Integrations | Product information management (PIM) system, Slack alerts |
Developed by Pensero Ltd. In production since May 2026.
The software is licensed to business customers under licence agreements.
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