Driver Rating – SMS and Email Customer Satisfaction Survey

Route4Me’s Driver Rating enables you to get a complete overview of the inner workings of your last-mile business while maximizing customer satisfaction. Specifically, we help you understand the needs of your customers and the quality of the services provided by your drivers and field employees. All you need to do is customize your customer satisfaction survey to fit your company branding and set up the preferred notifications rules.

Route4Me will automatically collect such actionable intelligence as customer satisfaction and service quality information from all your customers. Namely, whenever the customer’s order is delivered or completed, we send them a link to complete a customized survey. Furthermore, we display all the collected service quality and driver performance surveys on the easy-to-use dashboard with flexible filters.

Driver Rating Collection Process Overview

Route4Me’s Driver Rating is extremely easy to set up. Furthermore, once set up, the entire customer survey collection process is fully automated. Namely, all you need to do is customize your customer service survey and add it to your notifications. After that, Route4Me will automatically send the white-labeled survey to your customers after each completed order or driver visit:

1. First, set up a new customer survey with your company logo, survey question, and other branding details.
2. Next, add the customer satisfaction survey link to your SMS and Email notifications.
3. After that, Route4Me will automatically send an SMS and/or Email notification with the survey link to the customer once their order is completed or delivered.
4. Then, the customer can open the driver rating page from the received SMS or Email notification and complete the survey in 2 simple steps.
5. Finally, you can instantly see all submitted surveys on the dashboard and filter them by date, rating type, and assigned driver or user.

Customize the Customer Satisfaction Survey Settings

To set up or customize your customer survey settings, go to the “Analytics” tab in the navigation menu and then select “Driver Rating Dashboard” from the menu. Then, click on “Survey Settings” in the top right corner of the Driver Rating Dashboard.

Next, you can customize how your survey page looks for your customers. Specifically, Route4Me’s white-labeled customer survey tools enable you to add such company branding elements to the survey page as:

1. Company Logo: Upload your company logo in one of the supported file types.
2. Brand Color Scheme: Select the preferred background color for the survey page.
3. Survey Message Text: Write the customer satisfaction survey question that your customers will answer on your survey page.

Accordingly, once you save the new survey settings, Route4Me instantly updates your customer survey page. Below, you can see an example of how the Survey Settings are applied to the Customer Survey Page.

Add Customer Satisfaction Survey Link to SMS and Email Notifications

Route4Me’s Driver Rating enables you to use SMS Messaging and Email Notifications for sending driver rating surveys. Thus, you can automatically send SMS surveys and Email surveys to your customers to leave a service rating after their order has been delivered or completed.

Correspondingly, to send a customized survey to your customers, insert the following driver rating placeholder into your Completed Customer Email and SMS Notifications: “https://review.route4me.com/?tracking_number={{tracking_number}}”

Email Survey – Send Customer Surveys in Email Notifications

To send the customer survey link in Email notifications, insert the driver rating placeholder into your Email notifications text. Namely, go to the “Complete” tab in your notifications settings and add a custom message with the driver rating placeholder into the Email notifications text. Equally important, Route4Me enables you to use customizable templates or plain text for your email notifications.

Learn more about how to use SMS and Email notifications placeholders.

Plain Text Email Message

If you want to send your email notifications with the driver rating link as plain text, insert the email text with the driver rating placeholder into the “Message” field. Next, disable Route4Me’s default email notifications template. To disable the template, in the “SendGrid” section, clear the “Template ID” field.

Route4Me Default Email Template

If you want to use Route4Me’s default email notifications template, in the “Sendgrid Options” notifications section, insert your message with the driver rating placeholder into the “Order Info” field. Learn more about Route4Me’s customer notifications white labeling and service providers’ settings.

Furthermore, if you need help with your customer notifications, please contact the Route4Me Customer Success Team. Additionally, you can use our support documentation to get answers to your questions:

• Read our customer notifications and alerts frequently asked questions.
• If you experience any issues when setting up or using customer notifications, read our email and SMS messaging notifications troubleshooting documentation.

Open Driver Rating Survey from Email Notifications

To open the customer survey page, the page URL must contain the unique order tracking number associated with the respective customer. Route4Me automatically inserts the needed tracking number into each Email and SMS notification that contains the driver rating placeholder.

Accordingly, when a customer receives their order completion SMS alert or Email notification, the message will contain the survey link with their unique order number. To open the survey, the customer can simply open the attached URL. Additionally, depending on the used Email notifications type (customized template or plain text), the enclosed survey link can be placed in the respective place in the notification.

How to Complete the Customer Satisfaction Survey

Next, after opening the received driver rating survey link, the customer is automatically prompted to the customer review page or customer survey page. We’ve made completing the driver rating review extremely fast and easy. In this way, your customers are much more likely to complete their survey.

First, the customer needs to select one of the following 5 ratings or customer satisfaction scores:

• Very Satisfied Rating
• Satisfied Rating
• Neutral Rating
• Dissatisfied Rating
• Very Dissatisfied Rating

Second, the customer can leave optional text feedback describing their rating choice. To do so, they need to write their customer service feedback in the respective field.

SMS Survey – Send Customer Surveys in SMS Messaging Notifications

To send customer surveys in SMS text notifications, insert the driver rating placeholder into your SMS notifications text. Specifically, add any preferred SMS text in your notifications and insert the driver rating placeholder anywhere in the text. To do so, add your custom text with the driver rating placeholder in the “SMS” section of the “Completed” notifications type. Additionally, you can learn more about how to customize SMS messaging notifications.

Accordingly, when a customer receives their order completion SMS notification, the message will contain the text and the customer survey link with their automatically inserted order number.

Open and Complete SMS Customer Survey in Mobile Browser

All Route4Me’s solutions, including notifications and driver rating, are mobile-friendly. Correspondingly, completing the driver rating survey on a smartphone is as easy and fast as completing it on a computer. Namely, to open and complete the driver rating survey in the mobile web browser on a smartphone, open the survey link attached in the SMS or Email notification. Next, select the preferred rating and then leave optional text feedback.

Open Submitted Customer Surveys and Feedback

Route4Me automatically collects customer rating and customer review surveys and makes them available in your account in near real-time. Therefore, you can instantly review the submitted customer feedback in the Driver Rating Dashboard seconds after submission.

Moreover, for maximum convenience, the Driver Rating Dashboard enables you to filter surveys by date, rating type, and driver or user. Thus, you can easily scan through hundreds of thousands of submitted reviews and accurately estimate your customers’ satisfaction and the quality of your services.

Driver Rating Dashboard

Accordingly, to open the list of all customer reviews and driver ratings, go to “Driver Rating Dashboard” from the navigation menu. On the Driver Rating Dashboard, you can view the list of all completed customer surveys and submitted customer reviews. Then, you can filter the list by rating type, date range, and user.

Filter Customer Surveys by Driver Rating and Date

Correspondingly, to filter customer surveys by date, click on the calendar in the right corner of the screen and then select the preferred date range. Similarly, to filter the list by driver rating type, select the preferred rating in the rating menu in the bottom left corner of the screen.

Filter Customer Surveys by Driver or User

Furthermore, you can filter all submitted driver ratings by a specific driver or user. Thus, you can easily measure your customers’ satisfaction with specific members of your team. To filter ratings and feedback by a user, click on the “User” filter and then select the preferred member from the list.

Each driver rating survey link is associated with a particular order number that is associated with its respective route destination. Thus, when a customer submits a survey, this survey is associated with the driver or user assigned to the respective route. Therefore, when filtering by user, the dashboard shows all surveys submitted on the route(s) the given user is assigned to.