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Rating & Feedback

Effectively use the Rating & Feedback feature in the Backoffice application to gather and analyze user input. Follow this guide to understand its functionality and how to utilize it to improve operations.

Step 1: Access the Ratings and Feedback Page

  1. Log in to the Backoffice application.
  2. Navigate to the “Ratings & Feedback” option in the application menu.

Step 2: Understand the Ratings and Feedback Interface

The Ratings & Feedback page provides insights into customer experiences by displaying:

  • Customer Ratings: Numerical scores for specific services or interactions.
  • Customer Feedback: Written comments highlighting their experiences.

The interface may include filtering options to refine your search and focus on specific timeframes, drivers, or services.

Step 3: Utilize Ratings and Feedback

  1. Analyze Customer Ratings:

    • Identify areas where service scores are low and take corrective actions.
    • Monitor trends to gauge overall customer satisfaction.

  2. Review Customer Feedback:

    • Read detailed comments to understand client concerns or suggestions.
    • Use positive feedback to reinforce and replicate successful practices.

  3. Apply Filters for Specific Insights:

    • Filter ratings and feedback based on criteria such as date, driver, or service type.

  4. Export Data for Analysis:

    • If available, export ratings and feedback data for deeper analysis in external tools.

Step 4: Address Feedback

  • Follow-Up on Negative Feedback:

    • Respond to concerns directly if the system allows for communication.
    • Use insights to implement improvements in specific areas.

  • Leverage Positive Feedback:

    • Share high ratings and positive comments with team members to boost morale.
    • Highlight success stories in reports or promotional materials.

Key Features of the Ratings & Feedback Function

  • Real-Time Insights: Monitor customer satisfaction as feedback is received.
  • Actionable Data: Use ratings and comments to make informed decisions.
  • Filtering Options: Focus on specific metrics for targeted analysis.
  • Data Export: Export feedback data for detailed reporting and strategy planning.
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