OptimoRoute users can collect feedback from their customers after a task or delivery is completed by activating the "Customer Feedback" feature. In this article, we will show you how to enable, configure, and view customer feedback surveys and results.
| Who can use this feature | |
| Pro and Custom plans | |
| Users that have administrator privileges | |
| All regions | |
What is a customer feedback survey?
This is a survey that can be sent to your customers after the delivery or service completion. This survey is made up of:
- A customizable question
- A 5 star rating input
- An optional comments section
Enabling customer feedback
Customer feedback surveys can be enabled by:
- Go to Administration→Settings→Order Tracking
- Make sure order tracking is enabled
- Scroll down to the “Customer Feedback” section
- Mark the checkbox to “Enable Customer Feedback”
If you haven’t already enabled Order Completed notifications for Realtime Order Tracking you’ll have an opportunity to do so next by clicking "Enable notification" as shown below.
Once enabled, the default customer feedback survey will be sent to your customers on their order tracking page after the completion of the delivery or service.
| Tip: We recommend enabling "Order Completed" notifications so your customers get a message with the link to leave feedback when the order is complete. Without "Order Completed" notifications, your customers can still access the feedback window anytime they are on the tracking link after an order is done. |
Editing customer feedback
The default question is: “Rate your experience with [Name of Company]” However, if you would like to change that, you can by editing the customer feedback survey question.
To edit the question:
- Go to Settings→Order Tracking the “Customer Feedback” section in
- Click “Edit”
- This will open a window where you can edit the question and see a preview of the customer feedback survey, as shown below.
- Modify the question to your liking
- Click “Save”
Getting feedback
Your customers can leave feedback on the tracking link anytime after an order has been completed. If you have "Order Completed" notifications enabled, they’ll get a text or email prompting them to return to this page.
When your customers click the link provided, they’ll be asked to give a star rating and they’ll have the option to leave a comment.
Live tracking customer feedback
As a dispatcher, you can see customer feedback as it comes in live. Individual customer feedback can be viewed on the order details page after an order has been completed. To see aggregated customer feedback, go to the next section, “Customer feedback reports.”
To see customer feedback while a route is live:
- Go to the “Live tab”
- Click on any of the completed orders
- An order details window will appear where you can view the customer feedback
You can also add the “Rating” column to your order table to see all the star reviews from that day
Customer feedback reports
The overall results of your surveys can be found in the “Analytics” section of OptimoRoute.
Accessing customer feedback analytics
To find your customer feedback analytics report:
- Go to the “Analytics” tab
- Choose “Customer Feedback” from the left menu
- Go to “Filters” and choose the time range you want to display
Exporting report
You can export the customer feedback report by clicking "Export data" in the top right corner. This will export the report from the filtered dates.
The report includes three separate sheets:
- By Driver
- By Date
- Comments
Report types
There are a few different reports in this section.
| Report type | Explanation |
|---|---|
| Overall Rating | This report averages all your ratings within a given time frame to display the average star rating (displayed as a number and stars). It also provides how many responses were part of the report and the overall response rate. |
| Overall NPS |
Net Promoter Score®, or NPS®, helps predict business growth based on how customers feel about a company. This metric is now the core measurement for customer experience management programs. Respondents are divided into 3 categories based on their reply to the Net Promoter question:
|
| Reviews |
You can filter these reviews as well. Either newest to oldest, oldest to newest, low to high rating, or high to low rating. |
| Rating | This will show all the ratings for a given time period. You can either display the data by date or by employee (the driver who received the rating). |
| NPS | This will show all the NPS scores for a given time period. You can either display the data by date or by employee (the driver who received the rating). |