If you manage an e-commerce store, then you know how powerful it is to get a rating for your product or service experience from a customer. As much as customers look for validation from peers through reviews, ratings also help brands to improve their operations. The process of collecting ratings is an invaluable engagement opportunity to understand customer sentiment and also gain actual feedback to identify points of friction and drive improvements. 

While many e-commerce solutions offer a tool to collect product ratings, requesting consumers to rate the service, delivery experience, or asking custom questions for each shipment is not easy for brands. Furthermore, it’s a challenge to make this feedback available to all internal teams or analyze them to build action workflows. 

To solve these challenges, we’re excited to announce RATE - a powerful feature built to collect consumer ratings and feedback from your customers through your order tracking pages and delivery notifications.

More rating data, less hassle collecting it

RATE is a customer feedback tool by Parcel Perform which adopts a 5-star rating system to collect objective feedback about anything you want to ask your customer. Be it a rating for your product, delivery journey, service experience, or even your logistics partner - you can customize the question to align with your business goals. 

Along with the star rating, you can capture more contextual feedback with configurable categories and detailed comments. Brands can configure ratings to measure customer satisfaction (CSAT), and customer effort score (CES), or customize the survey using the 5-point scale.

Ask for ratings with custom categories and detailed comments 

Once you’ve defined your objective and question, there are 2 ways you can ask your customers for feedback. Whichever you choose, it is easy to time your request at the right stage for every delivery journey. Continuously collect feedback on the tracking page or catch customers when they are happiest - just after their shipment was successfully delivered with email notifications.

Collect Customer Ratings on a 5-point scale via Branded Tracking page or Email Notifications

• Branded Tracking Page: You can enable ratings collection in your Parcel Perform powered tracking pages. Customers can leave ratings whenever they want during the entire delivery journey and even update their feedback along the way. 

• Delivery Notifications: Upon successful delivery or hours after collection, send an email or SMS asking for feedback. With Parcel Perform’s 50+ notification triggers, you can build a smart collection flow and customize when you want to send a notification to optimize for higher response rates. 

But it doesn’t end here. With Parcel Perform you can sync the ratings data across your internal tech stack. 

Internal visibility & improved decision-making

While brands mostly leverage ratings to get product feedback, Parcel Perform’s RATE also creates internal visibility and helps you optimize your back-end operations with the help of your customers’ feedback. 

Improving customer satisfaction

Service teams can view the customer ratings, rating categories and comments in one comprehensive Shipment Overview alongside other details like shipment ID, carrier, delivery type, shipment status and more to keep your internal service teams in the loop and take action. For example, service agents can filter and sort shipments that received a below-target rating to investigate and create follow-up workflows.

Filter and sort shipments by rating values in Parcel Overview

Optimizing logistics operations

Do you always get below average ratings for a certain type of shipment? Or for a certain carrier or region?Logistics teams slice and dice ratings data to measure response against carrier performance in the context of customer sentiments to make data-driven decisions for the best carrier partnerships. Overall with RATE, you gain meaningful insights from your customer feedback and identify and remove frictions to improve your logistics setup. 

Get started with collecting ratings across the delivery journey

Whether you are an existing customer or new user, you can start collecting ratings via your branded tracking page or notifications today. Use this customer feedback tool to not only provides peer validation to increase sales but also enable your internal teams to improve product, delivery experiences and customer service for sustainable growth.