Customer feedback is like a compass for any business. It shows what’s working and what needs fixing. But how that feedback is used can be very different when selling on a marketplace, like Amazon or Etsy, vs. selling off a marketplace, like on your own website.
Let’s break it down in a fun and simple way!
What’s the difference?
First, we need to understand what we mean by “on marketplace” and “off marketplace” sales.
- On marketplace: You sell through big platforms like Amazon, eBay, Walmart, or Etsy.
- Off marketplace: You sell directly through your own website or store using tools like Shopify, WooCommerce, or BigCommerce.
Now let’s see how feedback works in both these worlds!
Customer Feedback On a Marketplace
Marketplaces love reviews. They live and breathe them. Feedback here is loud, visible, and very public.
- Star Ratings Rule: Most platforms use 5-star ratings. An average rating below 4 can hurt your sales.
- Review Count Matters: More reviews = more trust. People love shopping where others already have.
- Algorithms Notice: Good feedback means better rankings in search results.
- Feedback is fast: Buyers can leave a public review in just one click – boom, it’s out there!
But the tricky part?
You have little control over how or where this feedback is shown. One bad review can sit right at the top of your product listing for weeks!
Also, platforms use your feedback to decide if you’re a trustworthy seller. Too many complaints? You could be suspended or ranked lower.
Customer Feedback Off the Marketplace
When selling on your own website, you handle feedback differently. You’re the boss here.
- More Control: You can choose where to display reviews or even filter them.
- Private Feedback: Customers may email you complaints privately instead of blasting them publicly.
- Creative Responses: You can reply in your own voice, offer a coupon, or fix the issue personally.
- Build Loyalty: Handling feedback directly helps build stronger relationships with customers.
Also, positive feedback can be used in fun ways—like in testimonials, social media posts, or videos!
But the downside?
You have to work harder to collect reviews. No built-in system like on Amazon. You may need to nudge customers a bit—via emails or popups—to leave feedback.
What’s Better?
Both have pros and cons. Let’s do a fun scoreboard:
| Feature | On Marketplace | Off Marketplace |
|---|---|---|
| Visibility | High – everyone sees it! | Medium – depends on setup |
| Control | Low | High |
| Ease of Collection | Easy | Harder |
| Impact on Sales | Big | Big too, but slower |
What You Should Do
No matter where you sell, customer feedback is golden. Here’s how to make the most of it:
- Always ask for reviews – happy customers often just need a small nudge.
- Reply and engage – show your customers you care.
- Use negative feedback to grow – it’s not a slap, it’s a mirror.
- Celebrate good feedback – share it everywhere!
In the end, whether you’re stacking stars on Amazon or collecting kind words on your own site, what matters most is listening. When customers take the time to tell you something, they care. That’s your cue to shine!
Remember: Feedback isn’t just a report card. It’s a superpower.
