Turning Stories into Dollars: How to Follow up on Poor Rating from Customers Natalia Korol Aug 18, 2016 Tweet Managing customer dissatisfaction is about having the right channels in place for the customer to express their grievances. “Your most unhappy customers are your greatest source of learning.” – Bill Gates What the dissatisfied customer seeks is a sounding board. Someone within the company who’ll listen and deal with the problem accordingly. As you know, in mobile apps from TaxiStartup, riders can rate their experience at the end of every trip, so do the drivers. It is done so the taxi company owners could regularly review that feedback and, through this process, regulate and improve their reputation through the service quality. Here at TaxiStartup, we are constantly evolving the way we manage our customers’ feedback. Here’s what we believe in: 1) Learn to listen and understand why your customers might be frustrated; 2) Display care and attention – there’s nothing more frustrating than being brushed aside in an automated system; 3) Apologise and acknowledge the problem, even if you believe you’re right; 4) Show compassion when you get things wrong – but not too much! 5) Think about what went wrong and constantly optimise your processes. Use of Ratings One of the aspects of the app that differs from traditional cab driving is the use of ratings. Real-time feedback about drivers means you can correct all kinds of issues big and small – while ensuring that only the best drivers stay on the road. Drivers are Rated by Passengers After the ride has finished, the passengers will see a screen on the phone, where they will be asked to rate the ride from 1 to 5 ‘stars’. Should Drivers Ask Users to Rate Them 5 Stars? We never suggest a driver asks a user to “Rate me five stars.” Usually, drivers receive lower ratings after asking for 5 stars. If a driver provides exceptional service, the majority of time he/she will be awarded five stars. Keeping Track Do you measure feedback from your customers? Are you prepared for the things they will say? For your company’s progress, you should take this feedback seriously, monitor rating and let the drivers know that low rating leads to certain punishment or deactivating from the system. The drivers with low scoring should be aware that you can also apply fee or give fewer orders, etc. For example, Uber suspends poor rating drivers from their service. How to Monitor the Ratings within the App We made it simple and convenient for you to monitor customers’ feedback. Simply navigate to the company panel and open the ‘Reports’ tab. Indicate the time period and download the reports, which are saved to Google drive. The ratings can be seen in the ‘Orders’ report. You can see and analyze data in a spreadsheet. Just turn on filters and using the down arrow in the column header ‘rating by passenger’, sort the ratings. Use the personal data from the report to reach the clients who rate the driver 3 or fewer stars. We also recommend to call up or even invite drivers who have gotten low ratings to the office to educate them. As more often a low rating has something to do with poor navigation skills. How to Follow Up with Customers If you want to grow and expand dealing with loyal customers, every client should feel special. I mean that if you communicate with them asking their valuable opinion on how to improve the service, their stories will only benefit your business. – Follow up your customers via SMS or a phone call. Let’s say your driver got a 1 ‘star’ rating. You shouldn’t ignore it, but try reaching the customer to find out what exactly went wrong. Keep in mind that sometimes bad ratings don’t truly measure the driving experience as a lot depends on the mood of the rider and the traffic situations and such that influence their mood. Many cases when they do reflect on the trip they are not really rating the driver but the bad traffic, etc. – Print a survey list and offer clients to fill in on the way. The Long Term Goals As a form of surveillance, ratings will force drivers to behave in a polite manner and provide high-quality service to passengers. For the improvement and maintenance of the service ratings, we highly recommend you oblige the drivers to study the TaxiStartup driver manual & handbook. The last, but not the least, don’t overreact on the bad reviews or ratings. You have to be open to criticism and take it on the chin.