Order feedback
Your customers can provide feedback about the fulfillment experience. Feedback can be for the entire fulfillment experience or parts of the experience, such as the helpfulness of the shopper chat, the quality of replacement items, and the timeliness of the delivery.
Order feedback helps you improve your fulfillment processes. When customers provide feedback on parts of the fulfillment experience, you can target improvement efforts to the right area. For example, if you find that a significant number of customers are unhappy with their replacement items, you can expand the list of replacement items that are shown to shoppers or request an enhancement to shopper training.
The following list defines the types of feedback that customers can provide:
- Star rating. A rating indicated by stars, with the highest number of stars indicating satisfaction with the order.
- Highlights. A defined list of aspects of the fulfillment experience that customers can spotlight, such as helpful chat, quality items, smart bagging, or smooth delivery.
- Thank you note. A text field to provide feedback on the order.
When you offer both delivery and pickup options, consider whether you want to use the same type of feedback for both options. The fulfillment experiences can vary significantly between a customer picking up an order and a shopper delivering an order.