This article explains how to analyze the feedback received from customers via the Feedback Loop page under Customer Experience/CX Apps in Carriyo.

The report keeps track of every feedback that has been received along with the details of those interactions. It also displays the average response rate and the average rating, rating breakdown by carrier, country etc., and detailed customer reviews.

Analysis of Customer Feedback Report

1. Navigate to Reports > Customer Feedback on the Carriyo Dashboard. 

By default, the page displays the data grouped by carrier within a time period of 30 days. You can change the time period and grouping from the dropdowns provided for Time period and Group By filters. Use custom time period to set manual dates.

Use the filter option to narrow down results to specific scenarios, and columns to visualize more data in the table.

2. The Rating Breakdown provides details on the ratings received for each entity/group type. This grouping is based on the Group By filter shown above. The legends can be selected or deselected to filter the data.

3. The third row displays the percentage of top 5 compliments & issues. These values are picked up from the Feedback Loop configuration settings.

4. You can download the report in the form of a CSV file by clicking the export icon on the top right corner. 

The Customer Feedback Records section displays the shipments for which feedback was received. Click on a shipment record to view its Shipment Detail page, where more details about the order can be found.

5. The details of a feedback is recorded on the History tab of the Shipment Detail page.