NCX

Negative Customer Experience (NCX) is a performance indicator that measures how often customers report dissatisfaction with a product after purchase. Amazon uses NCX data to identify underperforming ASINs, flag quality issues, and take actions like listing suppression or Buy Box removal.

Common triggers for NCX:

• High return rate
• Customer selecting “item not as described” or “defective” as return reason
• Negative product reviews or feedback
• A-to-Z Guarantee claims
• Poor delivery experience or damaged packaging

Why NCX matters:

• Impacts ASIN health and listing visibility
• Can trigger automated suppression if thresholds are exceeded
• Affects account health for sellers and retail performance for vendors
• High NCX may lead to removal from FBA, category gating, or further investigation

What sellers and vendors can do:

• Monitor NCX metrics in Seller Central or Retail Analytics
• Improve listing accuracy, product quality, and packaging
• Use Customer Returns Insight Reports to identify root causes
• Respond to negative reviews and optimize post-purchase experience

💡 Example: An ASIN for wireless earbuds receives multiple “does not work as described” returns - Amazon flags it for high NCX, and temporarily removes it from search results.

In short:
NCX (Negative Customer Experience) is Amazon’s way of measuring customer dissatisfaction - high NCX can lead to listing suppression, Buy Box loss, and seller performance penalties.