Service Insights Report is a dashboard that helps you analyze and improve your delivery and customer service performance.
What You'll Find in Your Report
Delivery Insights
Delivery insights provide you with more data on how can you improve your delivery statistics and score.
- Share of on time delivered items per market
- Share of Delivery Overdue Tickets to Order Items per Market
- On time shipment per lane
- Orders Dispatched on time per lane
- Share of uploaded tracking links
- On time shipment per carrier
Invoice
- Invoice API Inclusion Rate
- Ticket drills for order missing invoice
Service Metrics
- NPS
Net Promoter Score, is a customer loyalty metric that measures a customer's likelihood to recommend a company's product or service on a scale of 0-10- NPS score development over time
- NPS score development per market
- CSAT score
Customer Satisfaction Score is a metric that measures how satisfied customers are with a specific product, service, or interaction with a company.- CSAT score development over time
- CSAT score development per market
- 4 drivers of CSAT development over time - The drivers help you to understand the leading factors of Satisfaction with Service Quality
- Effort: customer found it easy to solve their request
- Resolution Time: customer´s request was resolved quickly
- Response Time: customer received fast responses to their question
- Helpfulness/Friendliness: the customer support was friendly and helpful to the customer