“Terrible service, stay away!” A bad delivery driver rating from a customer can feel like a gut punch. It’s easy to panic, but before you do, take a moment.
It’s an opportunity to improve your service, customer care, and production, turning it into a well-oiled machine.
I’m sure it crossed your mind at some point to turn off the driver feedback because you simply can’t handle the negative responses. Spoiler alert – it won’t help at all. It will only make things worse.
What Is Delivery Driver Rating?
Driver ratings give customers a platform after delivery to express their satisfaction or concern directly and privately with the business. This allows the staff to correct the problem and ensure it doesn’t happen to another customer.
This form of transparency gives the business time to correct a mistake and make sure it doesn’t lose more customers.
Businesses that don’t allow customers to raise concerns often end up with one-star ratings on Google because customers feel frustrated.
This software can help a business become more aware of how customers are experiencing the service and avoid future problems.
ALSO READ: 10 Delivery Driver Ratings Tips: Improve your score this way
Why Do Delivery Ratings Matter?
What if customers stop ordering from you without saying why? You would never know if your drivers are doing a pretty good or terrible job. You will only start seeing a drop in service or customers, and you still won’t know why.
Here are some facts about why delivery driver ratings are essential.
- A five-star rating shows the brand can be trusted, leading to more orders.
- Low ratings allow businesses to correct it before it escalates.
- You can avoid customers leaving public poor ratings on social media.
- Uber Eats, DoorDash, and other well-known delivery platforms heavily rely on it for quality control.
Why Do You Need A Driver Rating Platform?
Without knowing what your customers think about your drivers, you won’t have a track record of what they are doing right and where they can improve.
Imagine several customers stopping using your service or buying your products, but you never know why. Without honest feedback from customers, you might suffer a significant financial blow, one from which you might not be able to recover.
A driver rating helps to improve efficiency. It’s like a diagnostic report that treats both the symptoms and the problem.
How To Resolve a Bad Driver Rating With Software
Your customers might be frustrated by the delivery team’s lack of communication or unhappy with the delivery’s arrival time.
It could be that the drivers don’t follow customers’ special instructions. However, with driver ratings, you can analyze a set of reports and identify whether one driver or your entire workforce has a problem.
Here’s what you need:
- Poor communication is a problem: Real-time tracking software is the answer
- Late deliveries and missed appointments: Route optimization software will choose more effective routes.
- Drivers don’t follow instructions: Proof of delivery software can help you build a case.
- Drivers are unprofessional: Delivery management software can help improve this.
- Vehicles are in lousy condition: Fleet management software monitors maintenance.
Every business will have ups and downs, but when customers start forming a pattern of concerns, you need to consider urgent skills training and improvements.
How To Deal With Bad Delivery Driver Rating
Open communication sounds easy, but it’s hard to be honest with your customers when all you can think of is hiding the mistake and starting afresh.
Unfortunately, it doesn’t work that way. A swift response shows your business is proactive in problem-solving and you value your customers’ feedback.
Here’s what you do:
Step 1: Assess how serious the problem or complaint is. You might be able to avoid further friction if you deal with it by acknowledging the mistake and correcting it.
Step 2: Now is the time to communicate clearly with your customer. This will demonstrate integrity and build trust.
Step 3: Don’t wait too long to respond. Acknowledge, apologize, and correct.
About the author
Mia is a multi-award-winning journalist. She has more than 14 years of experience in mainstream media. She's covered many historic moments that happened in Africa and internationally. She has a strong focus on human interest stories, to bring her readers and viewers closer to the topics at hand.
