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Delivery driver rating

Empowering customers to feedback on their doorstep experience to improve carrier decision.

Problem

Customers currently lack a direct and efficient way to provide feedback on their doorstep delivery experience, resulting in increased call volumes to the customer service centre, which incurs significant costs for the business. Furthermore, the lack of structured feedback limits the ability to identify and address issues with carrier partners and optimise carrier selection based on localised performance.

Solution

Implement a simple and effective in-app rating form presented to customers at the delivery confirmation stage. This feature will enable direct feedback on their doorstep experience, aiming to reduce customer service calls related to delivery satisfaction. The collected data will provide valuable insights into carrier performance, facilitating constructive feedback to partners and empowering the business to select the most suitable local carriers for improved customer experience.

MVP pre-built form

Leveraging an existing rating system from another business unit, we adapted the question set to align with our driver rating initiative. This initial proof of concept, available only within the web tracking platform, limited data collection to 46% of customers. Despite this limitation, it allowed us to gather initial data and demonstrate the potential return on investment for integrating the feature into the app experience.

2.0 Custom form

Building on the successful launch of the initial MVP, we commenced the design of a fully custom rating form. This new version was meticulously crafted using our established design system foundations and components, ensuring seamless alignment with existing patterns and user experiences across both web and app platforms. This systematic approach also enabled a highly adaptable flow, readily accommodating diverse question types and interactive elements such as choice chip hints and an animated completion illustration.

3.0 Future testing ideas

1. Homepage button entry point on my orders card - Prompting customer to rate their driver in the case they leave the tracking screens and return to home screen.
2. Modal pop up - Alternative UI using the driver assignment pattern which is previously used in other states for driver updates.