A great delivery experience is crucial for your business's success. Our delivery rating system gives your customers a simple way to share feedback, providing you with direct insights into how well your deliveries are performing. You can use this feedback to identify areas for improvement, and to ensure you're consistently offering excellent service, and building customer loyalty.
This article covers how your customers can provide feedback on their delivery experience, and how you can view and action their feedback from your Shippit account.
Asking for feedback
When an order is marked as delivered, an email notification is sent to the package receiver. Your customers can click Rate experience to leave feedback on their delivery.
When customers click the Rate experience button, they are taken to a page and asked to provide either:
Thumbs Up: "Awesome" – indicating a positive delivery experience.
Thumbs Down: "So-so" – indicating a less than satisfactory delivery experience.
They can also choose to leave additional comments about their experience in the text box.
Access your customer satisfaction report
All ratings and comments are collected and made available to you in your Shippit account. You can use this data get insights into your delivery performance from your customers' perspective, understand where you might need to adjust your processes or adjust your carrier mix, and continuously improve your overall offering.
Accessing your customer satisfaction report
Log in to your Shippit account.
Click Insights in the top menu bar.
Navigate to the Carrier performance section and click View customer satisfaction to open the customer satisfaction report.
OPTIONAL: You can adjust the time period using the date block at the top of the page. If you have multiple merchants attached to your account, you can also select which merchant to view the report for.
⚠️ IMPORTANT: Satisfaction percentage is calculated as the percentage of total deliveries that were unrated or rated Awesome.
The customer satisfaction report shows you your satisfaction percentage for the chosen period, along with each individual rating and any comments. Click the order number on an entry to see the order details.