Voice of the Customer Details Skill

The Voice of the Customer Details skill extends the Voice of the Customer summary with a per-product drill-down. For each product that has Negative Customer Experiences (NCX) or product reviews, it captures the specific defect breakdown and the underlying customer feedback — product reviews, return comments, and customer complaint summaries.

Each record contains all of the fields from the Voice of the Customer summary, plus two additional blocks:

_defectsDetails — the NCX defect categories for the product, each with its complaint drivers and the recommended seller actions.
_feedbackDetails — the customer feedback behind those experiences: product reviews, return comments, and customer complaint summaries (trailing 30-day window).

Products with no negative customer experiences and no reviews have nothing to drill into, so both blocks are returned as null.

Time Period	Current
Report Format:	json

Example Report:

[
    {
        "mskus": "my-very-special-sku",
        "asin": "B07PCMWTSG",
        "itemName": "Example Product Name",
        "condition": "New",
        "fnsku": "B07PCMWTSG",
        "orderCount": 999,
        "ncxCount": 20,
        "ncxRate": 0.02,
        "reviewCount": 200,
        "displayRating": 4.5,
        "lastUpdate": "2025-02-21T00:00:00.000+00:00",
        "pcxHealth": "GOOD",
        "fulfillmentChannel": "FBA",
        "insufficientFeedback": false,

        "_defectsDetails": {
            "defects": [
                {
                    "defectStringId": "ui_performance_or_quality_not_adequate",
                    "complaintCount": 9,
                    "percentage": 0.5,
                    "complaintDrivers": [
                        { "name": "dr_unspecific_quality_issue", "count": 5, "percentage": 0.28 },
                        { "name": "dr_fit_issue", "count": 4, "percentage": 0.22 }
                    ],
                    "sellerActions": [
                        {
                            "actionId": "edit_listing",
                            "url": "\/abis\/product\/DisplayEditProduct?asin=${asin}&sku=${sku}&ref_=voc_detail_page_edit_listing"
                        }
                    ]
                }
            ]
        },

        "_feedbackDetails": {
            "productReviews": [],
            "returnComments": [
                {
                    "comment": "Not as Expected|Quality|Did not match the description",
                    "lang": "en",
                    "orderId": "111-2222222-3333333",
                    "timestamp": "2025-02-15 12:00:00",
                    "asin": "B07PCMWTSG",
                    "amazonAssumesResponsibility": false,
                    "isTranslated": false
                }
            ],
            "customerComplaintSummaries": [
                {
                    "customerComplaintSummary": "The product stopped working after a short time.",
                    "orderId": "111-2222222-4444444",
                    "orderDay": "2025-02-10T00:00:00Z",
                    "isTranslated": false
                }
            ],
            "showGradeAndResellProgramBanner": false
        }
    },
    {
        "mskus": "another-example-sku",
        "asin": "B0EXAMPLE1",
        "itemName": "Another Example Product",
        "condition": "New",
        "fnsku": "B0EXAMPLE1",
        "orderCount": 500,
        "ncxCount": 0,
        "reviewCount": 0,
        "pcxHealth": "EXCELLENT",
        "fulfillmentChannel": "FBA",
        "insufficientFeedback": false,

        "_defectsDetails": null,
        "_feedbackDetails": null
    },
    ...
]