1. What is RATE? 

RATE is a powerful customer feedback tool built to collect ratings on the product, service and delivery experience. RATE can be implemented seamlessly on the Branded Tracking Widget and also delivery notifications for maximum response rates. 

2. What parameters are included in a rating question?

Each rating question consists of three elements: 

• The primary question with a rating scale of 1 to 5

• Rating categories: Configurable category labels by topic that your end-customers can select. This helps you filter and analyze the feedback

• Additional comments section: An open-ended text box that allows your end-customers to submit more detailed feedback to elaborate on the star rating.

3. Can I modify the question I ask customers?

Yes, the questions are configurable and you can ask your customers feedback about anything you want. 

Pro tip: Tailor the question for your business objectives. Use RATE to get feedback on a specific portion of your business operations you would like further insights on. Our customers have previously used RATE to gather end-customer insights on the following: 

• Delivery journey

• Logistics partner

• Service experience 

• Brand or product

4. Can the rating survey be customized?

Yes. Brands have complete control over the survey they implement. Along with the 5-star rating, you can capture more contextual feedback with configurable categories and detailed comments. You can configure ratings to measure customer satisfaction (CSAT), and customer effort score (CES), or customize the survey using the 5-point scale.

5. How are ratings collected?

There are 2 ways you can ask your customers for feedback. Continuously collect feedback on the order tracking page or catch customers when they are happiest - just after their shipment was successfully delivered with email notifications.

Here are some recommendations for higher response rates: 

• Automate your requests based on the best time for your customers, be it 2, 4, or even 8 hours after a successful delivery 

• Send reminder notifications to your customers via email or SMS. 

6. Can I change the rating question after a certain amount of time?

Rating questions are set on the Branded Tracking Widget level and can be customized any time. We recommend modifying questions if they are campaign-based. However, it might be good to have the same question for a longer period to get valuable insights.

7. Can I share the rating data with other teams in my organization? 

Yes. All rating data including the rating categories and comments are available to customer service teams in the Parcel Perform Shipment Overview alongside other details like shipment ID, carrier, delivery type, and shipment status. Logistics teams can also view and leverage the feedback data to measure response against carrier performance. 

8. I have an existing tracking page with Parcel Perform, how does this work?

RATE is a ready-to-use feature that can be enabled on your existing Parcel Perform Tracking page with the click of a button. You can work with the team to configure ratings in your tracking page regardless of version or embed it into your email notification templates. To get started with RATE, talk to your key account manager or request a demo now.