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.