On-demand business delivery network Rapidus has announced an integrated customer satisfaction function allowing end customers to offer feedback and comments on the delivery experience.
The company matches delivery partners with unused cargo capacity with business customers requiring delivery services, using its technology to recycle unused ground and air transport capacities.
“After stepping into the e-commerce space just a few years ago, we quickly realised how the vendor selection process works in the minds of our end-customers,” said Olexandr Prokhorenko, CEO of Rapidus. “Large or small, the key to your company’s success is the end-to-end experience of your customer. And the vast majority of customers do not separate their delivery experience from their shopping experience. That has profound implications for every business that needs to deliver goods and services. Poor delivery services can irreparably damage a brand that e-commerce merchants are working so hard to build. Collecting data on customers’ experiences is the only way to know for sure how customers are impacted, and thus, whether or not they will return.”
Understanding Customer Needs
Rapidus said it would use the feedback to help it evolve its services to better fit customer needs as the continuing rise of ecommerce disrupts the market. Companies using Rapidus will also be able to monitor and analyse the feedback to correct inefficiencies.
“CSAT reports are often the only voice that customers have, and frankly, I’m surprised this has been largely ignored by most of the players in the delivery space,” said Prokhorenko. “Our unique approach to CSAT data collection allows us the flexibility to adapt to different aspects of the delivery process. This affects efficiency in many ways: turnaround, estimated delivery times, customer location, handoff processes, and more.
“We also work with merchants to collect CSAT data they consider important, especially as we begin to work with a wider range of customers for a virtually unlimited variety of products: food, gifts, electronics, groceries, etc. After partnering with Shopify last year, we experienced strong demand in local delivery services from e-commerce merchants, so we will continue to improve and enhance our service offerings to match the needs of those customers as well.”
