Virtual Dispatch

The valuable feedback loop and how to use it

Feedback. Sometimes it’s positive. Other times it isn’t. However it can be useful. Delivery apps have ratings for the courier. The merchant has the chance to rate the courier. Additionally, the delivery customer has a chance to rate the courier. Finally, back at the secret courier headquarters, the courier has the chance to rate everything, on every delivery. This is a positive feedback loop and the courier has a say at last.

That last part might have been a bit exaggerated. The courier actually cannot rate everything. That would be some extreme rating. The first thing I would rate is the dern potholes that somehow materialize overnight. There must be some cause. Aside from that, the secret courier headquarters, is also made up. (Wink) Although it might be helpful to have such a place, there is another way a courier can have a say.

This is a built in way to give some independent feedback. Most delivery apps have the feedback link on the dispatch screen. It is most often near the bottom of the main dispatch screen. The link, or feedback loop, is meant to help improve pickup times. It usually reads something like: Waiting for your order? Let us know what is happening to help improve pickups at this location.

The Valuable Feedback Loop

The feedback loop in the delivery app has several options to choose from. Many couriers either don’t think about this button, or don’t think it matters. However, it is one of the few ways a courier can help improve pickups, at a given merchant. For example, the order isn’t ready when the courier arrives. By alerting the app that the pickup isn’t ready, the courier marks the time of arrival, as well as the beginning of the wait time.

With this in mind, the actual waiting time of the courier is now a matter of record. Furthermore, there is feedback for the merchant. Similarly the times are recorded, and with the additional data, the process can be improved. In future pickups couriers will see a decrease in the wait time at a merchant that values the feedback loop.

There is another benefit for the courier when using this system. In delivery apps like Doordash there is an unassign feature. This feature allows the courier a chance to drop the delivery, with no impact on the completion rating. This is especially helpful when the wait time at a merchant will be excessive.

How to Use It

The arrival time at the merchant is important. In fact, the courier’s arrival time is part of the ratings. Some delivery apps have a GPS system that automatically marks the courier’s arrival time. Others require the courier to mark the arrival manually. Once this is done the courier goes about locating the pickup. Whether in the pickup case, or behind the counter. It might even be in the back area.

If the pickup is waiting for the courier, things move quickly. The courier gets a photo of the items, and confirms the pickup. Then the courier is on the way. However, if the pickup is not ready, the courier has the feedback button to help. Once it is clear there is a delay, the feedback should happen.

Getting the reason for the delay recorded, is a benefit for the courier, and customer alike. Not only does it safeguard the courier’s stats, but also it improves the service. Moreover, it helps the merchant improve the timing of the pickup. This becomes a benefit for every courier thereafter. As well as the delivery customer. Stay safe out there.