The Shipping Performance section provides a comprehensive analysis of customer satisfaction with your shipments. You'll find detailed statistics, graphs, and customer review summaries to help you optimize delivery service quality and enhance the overall customer experience.
Filters and Time Periods
At the top of the overview, you'll find the same filtering options as in other analytical sections. You can filter data by time period, shipping company, delivery country, or order source. Specifically for shipping ratings, you can also filter by specific ratings (1-5 stars), allowing you to analyze, for example, only negative or positive feedback.
Key Performance Indicators (KPIs)
At the top of the overview, you'll find four key metrics that provide a quick overview of customer satisfaction:
1. Average Rating
The overall average rating of all shipments in stars (1-5). This key indicator immediately shows how customers perceive the quality of your delivery services.
2. Total Number of Ratings
The absolute number of all ratings from customers. This metric is important for evaluating the representativeness of the data – the more ratings you have, the more reliable your analyses are.
3. Satisfied Customers
The percentage of customers who rated the delivery 4 or 5 stars. This indicator is crucial for measuring overall satisfaction and tracking trends in service quality.
4. Best Carrier
The carrier with the highest average rating. This indicator helps you identify the best-performing carriers in your portfolio and can serve as a benchmark for others.
Rating Trends Over Time
The "Average Rating Over Time" graph displays the evolution of customer satisfaction over the selected period. This interactive tool allows you to:
Track trends in delivery service quality
Identify periods with decreased or improved customer satisfaction
Analyze the effectiveness of implemented measures to improve quality
Recognize seasonal fluctuations in ratings
Clicking on a specific point on the graph provides an overview of all ratings from that interval.
Rating Distribution
The "Rating Distribution" graph displays the distribution of all ratings according to the number of stars. This overview helps you understand:
What proportion of customers are highly satisfied (5 stars)
How many customers have a negative experience (1-2 stars)
Whether positive or negative feedback predominates
The overall structure of customer feedback
Ratings by Carrier
The "Average Rating by Carrier" graph provides a comparison of the performance of individual shipping companies from the perspective of customer satisfaction. This overview is crucial for:
Identifying the best-performing carriers
Identifying problematic carriers with low satisfaction
Strategic decision-making about allocating shipments among carriers
Negotiating with carriers based on satisfaction data
Clicking on a specific carrier provides a list of all their rated shipments.
Ratings by Country
The "Ratings by Country" graph displays the average customer satisfaction in individual destinations. This view helps you:
Identify problematic countries with low satisfaction
Optimize carrier selection for specific destinations
Focus on improving quality in specific markets
Compare service levels across different countries
Areas for Improvement
The "Areas for Improvement" radar chart provides an overview of the most frequent problems customers encounter. It displays various problem categories such as:
Delivery speed
Damaged goods
Packaging quality
Delivery service
Incorrect item
Tracking updates
Pickup location
This graph helps you prioritize areas where you should invest in improving service quality.
Table of Recent Comments
At the bottom of the overview, you'll find a table with the latest customer comments. Each row contains:
Carrier logo – visual identification of the shipping company
Shipment number – for easy identification of a specific shipment
Rating – number of stars with a visual representation
Comment – textual feedback from the customer
Issues – marked problem categories
Date – when the rating was submitted
The table is paginated and allows you to browse all comments. Clicking on the shipment number takes you to the detail of that specific shipment.
Practical Use of Shipping Performance Ratings
Improving Service Quality
Analyzing ratings provides direct customer feedback that you can use to:
Identify specific problems in the delivery process
Prioritize areas for improving service quality
Measure the effectiveness of implemented measures
Benchmark the performance of different carriers
Optimizing Carrier Collaboration
You can use rating data to:
Negotiate better terms with high-quality carriers
Identify and resolve problems with problematic carriers
Allocate a larger volume of shipments to better-rated carriers
Set KPIs and bonuses based on customer satisfaction
Communicating with Customers
Information from ratings helps you:
Proactively address problems before they escalate
Improve communication about delivery status
Personalize your approach to customers based on their experiences
Increase customer trust through a transparent approach to quality
Strategic Decision-Making
Long-term rating analysis provides the basis for:
Strategic partnerships with the highest-quality carriers
Investing in improving logistical processes
Developing new services based on customer needs
Differentiating from competitors through delivery quality
Tips for Improving Ratings
Best Practices
Regularly monitor average ratings and respond to negative trends
Analyze customer comments to identify specific problems
Use the best-rated carriers for important shipments
Communicate with carriers about problems identified in ratings
Thank customers for positive ratings and respond to negative ones
Use data to train and motivate your customer service team
Regular use of shipping performance analysis helps you systematically improve delivery service quality and increase customer satisfaction with your e-shop.