Configure customer feedback surveys

OptimoRoute can collect customer feedback after a delivery or task is completed. This article explains how to enable and configure customer feedback surveys, and how to view the results.

Who can use this feature
	Pro and Custom plans
	Users that have administrator privileges
	All regions

What is a customer feedback survey?

A customer feedback survey lets your customers rate their experience after a delivery or service is completed.

OptimoRoute can send the survey automatically by SMS or email. Customers can submit their feedback privately from the order tracking page.

The survey includes:

• A question you can customize
• A five-star rating
• An optional comments field

You can use the results to see what is working well, find areas to improve, and review driver performance over time. Feedback results are available in the OptimoRoute analytics dashboard.

Enabling customer feedback

Customer feedback surveys can be enabled by:

1. Go to Administration→Settings→Order Tracking
2. Make sure order tracking is enabled
3. Scroll down to the “Customer Feedback” section
4. Mark the checkbox to “Enable Customer Feedback”

Customers can access the default feedback survey from their tracking page after the delivery or service is completed. 

We recommend enabling "Order Completed" notifications. These notifications send customers a message with a link to leave feedback as soon as the order is complete.

If "Order Completed" notifications are not enabled, click "Enable notification".

Customer feedback surveys do not require "Order Completed" notifications. Without the notification, customers can still open the survey from their tracking link after the order is completed.

Editing customer feedback

The default survey question is: "Rate your experience with [Company name]"

You can change this question to better match your business.

To edit the question:

1. Go to Administration→Settings→Order Tracking 
2. Scroll to the “Customer Feedback” section 
3. Click “Edit”
4. Update the survey question
5. Review the preview to see how the survey will appear to customers
6. Click “Save”

Collecting customer feedback

Customers can leave feedback from their tracking link at any time after the order is completed.

If "Order Completed" notifications are enabled, customers receive a text message or email with a link back to the tracking page. Otherwise, customers can access their tracking page to provide feedback at any time.

The survey will allow customers to:

• Select a star rating.
• Add an optional comment.

Viewing customer feedback in "Live"

Dispatchers can view customer feedback as it comes in. Feedback for an individual order appears in the order details after the order is completed in the "Live" dashboard.

To view incoming feedback during a live route:

1. Go to the "Live" tab
2. Click a completed order
3. Review the customer feedback in the order details window.

You can also add the "Rating" column to the order table to view star ratings for completed orders that day.

To review feedback across multiple orders, see check out the customer feedback reports in analytics.

Customer feedback reports

Use the "Customer Feedback" report in "Analytics" to review survey results across multiple orders, drivers, and dates.

Accessing customer feedback analytics

To find your customer feedback analytics report:

1. Go to the “Analytics” tab
2. Choose “Customer Feedback” from the left menu
3. Go to “Filters” and choose the time range you want to display

Exporting the report

Click "Export data" in the upper-right corner to export results for the selected date range.

The export includes three sheets:

• By Driver
• By Date
• Comments

Report types

There are a few different reports in this section.