How to capture customers' feedback in Track-POD?

We understand how crucial customer feedback is for delivery businesses. It not only helps you improve your services but also enhances customer satisfaction. In Track-POD, you can easily capture customer feedback through two primary methods: the Live Tracking page and the Track-POD mobile app. Here’s how to utilize these features effectively.

Option 1: Collect Customer Feedback from the Live Tracking Page

After an order is completed, your customer receives an email containing an electronic Proof of Delivery (ePOD) along with a link to the Live Tracking page. This page allows them to leave feedback and comments about their delivery experience. If you’re using our text messaging service, you can also send this link via SMS post-notification, ensuring that customers have multiple ways to share their thoughts.

It's important to note that the feedback links are automatically included in the ePOD notification body, making it convenient for customers to provide their input right after the delivery.

Option 2: Collect Customer Feedback from the Mobile App

When your driver delivers or collects an order, they are prompted to capture the customer's signature directly within the Track-POD mobile app. Upon tapping "Sign," a Signature window opens, allowing the customer to rate the delivery service and sign for the order. This immediate feedback helps you gauge customer satisfaction in real-time.

To further analyze service quality, you can enable the Feedback column in the Orders overview tab on your dashboard. 

Additionally, the Customer Feedback section is available in the Analytics, providing you with valuable insights into your service performance.

Additional Features

Delivery service ratings are included in all pricing plans, making it accessible for every business. If you wish to encourage customers to leave reviews on Trustpilot, you can share a link via a custom notification either when the driver departs or after the route has been closed. Custom templates can be created for the entire route or tailored for specific customers.

For more information on creating custom notification templates, please refer to our dedicated article.

By leveraging these features in Track-POD, you can effectively capture and analyze customer feedback, ultimately leading to improved service quality and customer satisfaction.