Analyze Shipment Reviews to Understand Customer Experience
Plans: Pro, Premium, Enterprise Platforms: All platforms
The Shipment reviews dashboard is a powerful tool that allows you to closely monitor and analyze the performance of the feedback (reviews) received from your customers about their delivery performance. With this in-depth data, you can gain valuable insights into your customers' delivery experience and what actions you can take to improve it.
In this tutorial, we will show you:
Access shipment reviews report
Analyze the average rating
Analyze the top tags
View customer review details
Dashboard and report actions
Go to Analytics in the AfterShip Tracking admin.
Move to the Shipment reviews tab to access the complete periodic analysis.
The top section of the report allows you to sort data based on certain filters.
Select the filters and click apply to view granulated data customized to your needs.
a. Filter review data by date: You can filter data by review submission date. You can choose between Today, Yesterday, Last 7 days, Last 30 days, Last 60 days, Last 90 days, Last 120 days, Last month, Last quarter, or Last year. The Last 30 days will be selected by default. This allows you to analyze reviews received within a specific time frame, helping you to identify trends and patterns in customer feedback over time.
b. Filter data by carrier: You can further refine your analysis by selecting specific carriers. This gives you the ability to compare performance metrics across different carriers, identifying any strengths or areas for improvement.
c. Filter data by star rating: With the star rating filter, you can narrow down your analysis and concentrate on specific rating levels such as 1-star, 2-star, 3-star, 4-star, or 5-star. This granularity allows you to observe how different rating levels correlate with customer satisfaction and identify any patterns or trends that may emerge.
d. Filter data by tags: The ability to filter your reviews by tags allows you to categorize them based on tags left by your customers. By organizing your reviews in this manner, you can easily identify common themes or topics in customer feedback.
The bar chart helps you analyze the average ratings received from your customer with their reviews and the distribution of shipments across different rating levels.
The average rating is calculated by dividing the total ratings received by the number of shipments. By examining the average rating, you can assess the overall performance of your shipments and identify any areas for improvement.
Additionally, the distribution of shipments across different rating levels can help you understand the distribution of customer satisfaction and identify any patterns or trends that may emerge.
Examining the top tags left by customers can provide valuable insights into what enhanced or diminished their delivery experience. These tags categorize the reviews and can help identify common themes or topics in customer feedback that need corrective actions. Understanding the top tags associated with shipments allows you to gain a better understanding of customer preferences, areas of satisfaction, and potential areas for improvement in delivery performance.
Monitoring the fluctuations in review ratings over time can provide insights into overall customer experience. It also helps identify recurring issues that may require immediate attention. By identifying trends and anticipating potential problems, you can take proactive actions to maintain high service standards.
By examining the average review ratings by carrier, you can gain a clearer understanding of the performance of different carriers. This method of analysis can help highlight any discrepancies in service delivery, identify carriers that consistently receive high or low ratings, and provide insights into areas of improvement.
The dashboard gives you access to the review details, including the customer's rating, any text content provided in the review, and other relevant data. This level of detail allows you to understand the specific feedback and opinions shared by your customers.
The Dashboard provides several actions that you can take to enhance your experience and share valuable insights with others. Here are the actions you can perform:
a. Export PDF
To save or share a snapshot of the dashboard, simply click on the option located in the upper right corner to export it as a PDF file. This enables you to capture the current state of the dashboard and conveniently share it with your team members.
b. Export CSV
On the upper right corner of the dashboard, you also have the option to export the review details to a CSV file for further analysis.
c. Email report or dashboard
If you want to share the latest insights and performance metrics with your team members, you can schedule recurring email report or dashboard to receive regular updates.
Email report or dashboard feature is only available for Enterprise standard and advanced plans.
Overview
The Shipment reviews dashboard is a powerful tool that allows you to closely monitor and analyze the performance of the feedback (reviews) received from your customers about their delivery performance. With this in-depth data, you can gain valuable insights into your customers' delivery experience and what actions you can take to improve it.
What you’ll learn
In this tutorial, we will show you:
Access shipment reviews report
Analyze the average rating
Analyze the top tags
View customer review details
Dashboard and report actions
Access shipment reviews report
Go to Analytics in the AfterShip Tracking admin.
Move to the Shipment reviews tab to access the complete periodic analysis.
The top section of the report allows you to sort data based on certain filters.
Select the filters and click apply to view granulated data customized to your needs.
a. Filter review data by date: You can filter data by review submission date. You can choose between Today, Yesterday, Last 7 days, Last 30 days, Last 60 days, Last 90 days, Last 120 days, Last month, Last quarter, or Last year. The Last 30 days will be selected by default. This allows you to analyze reviews received within a specific time frame, helping you to identify trends and patterns in customer feedback over time.
b. Filter data by carrier: You can further refine your analysis by selecting specific carriers. This gives you the ability to compare performance metrics across different carriers, identifying any strengths or areas for improvement.
c. Filter data by star rating: With the star rating filter, you can narrow down your analysis and concentrate on specific rating levels such as 1-star, 2-star, 3-star, 4-star, or 5-star. This granularity allows you to observe how different rating levels correlate with customer satisfaction and identify any patterns or trends that may emerge.
d. Filter data by tags: The ability to filter your reviews by tags allows you to categorize them based on tags left by your customers. By organizing your reviews in this manner, you can easily identify common themes or topics in customer feedback.
Analyze the average rating
The bar chart helps you analyze the average ratings received from your customer with their reviews and the distribution of shipments across different rating levels.
The average rating is calculated by dividing the total ratings received by the number of shipments. By examining the average rating, you can assess the overall performance of your shipments and identify any areas for improvement.
Additionally, the distribution of shipments across different rating levels can help you understand the distribution of customer satisfaction and identify any patterns or trends that may emerge.
Analyze the top tags
Examining the top tags left by customers can provide valuable insights into what enhanced or diminished their delivery experience. These tags categorize the reviews and can help identify common themes or topics in customer feedback that need corrective actions. Understanding the top tags associated with shipments allows you to gain a better understanding of customer preferences, areas of satisfaction, and potential areas for improvement in delivery performance.
Analyze average review rating over time
Monitoring the fluctuations in review ratings over time can provide insights into overall customer experience. It also helps identify recurring issues that may require immediate attention. By identifying trends and anticipating potential problems, you can take proactive actions to maintain high service standards.
View average review rating by carrier
By examining the average review ratings by carrier, you can gain a clearer understanding of the performance of different carriers. This method of analysis can help highlight any discrepancies in service delivery, identify carriers that consistently receive high or low ratings, and provide insights into areas of improvement.
View customer review details
The dashboard gives you access to the review details, including the customer's rating, any text content provided in the review, and other relevant data. This level of detail allows you to understand the specific feedback and opinions shared by your customers.
Dashboard and report actions
The Dashboard provides several actions that you can take to enhance your experience and share valuable insights with others. Here are the actions you can perform:
a. Export PDF
To save or share a snapshot of the dashboard, simply click on the option located in the upper right corner to export it as a PDF file. This enables you to capture the current state of the dashboard and conveniently share it with your team members.
b. Export CSV
On the upper right corner of the dashboard, you also have the option to export the review details to a CSV file for further analysis.
c. Email report or dashboard
If you want to share the latest insights and performance metrics with your team members, you can schedule recurring email report or dashboard to receive regular updates.
Email report or dashboard feature is only available for Enterprise standard and advanced plans.
Updated on: 04/07/2024
Thank you!