Avoiding Negative Reviews

In today’s digital landscape, reviews play a vital role in the decision making process of potential buyers.  CitizenShipper is no different. Alongside communication and response time, driver reviews are among the top reasons customers choose a particular driver over another. When shipping customers are considering your services, they’ll want to know how you’ve worked with other people just like them. 

Reviews can directly affect your ability to win more business, so we’ve put together a few tips to help you avoid those dreaded 1 and 2 star reviews. 

Communicate With The Customer 

In nearly 40% of negative customer reviews, shippers mention being dissatisfied with their driver's lack of communication. This includes communication after the shipment has been booked and while the shipment is in transit. 

Imagine for a moment that you are a customer who has never hired a driver on a shipping marketplace before. You have just agreed to have a complete stranger transport your pet or other prized possession. You feel nervous about the transaction, and understandably, want to contact your driver to make certain that things are still on track. You want someone to help alleviate your stress and anxiety. 

Set an expectation early on with the customer about how you’ll communicate. Outline the process step by step to ensure transparency, including how often and in what format you will deliver updates. We understand the demands of your work and how they may prevent you from responding to customers immediately. Failure to respond within the previously agreed upon time frame could result in a bad review that will negatively impact your star rating, 

If you are having any issues with getting in contact with a shipping customer, you can always contact our customer support team for assistance. 

Handle Cancellations ASAP

The next most frequently mentioned issue in negative customer reviews is cancellations. Nearly half of the bad reviews that include this complaint referred to last minute cancellations. Changes in circumstance are commonplace in the logistic business, and sometimes cancellations can’t be helped. Shipping customers still find themselves dissatisfied with the experience when they are left scrambling to make other arrangements for their shipment. 

If you need to cancel a shipment, we recommend that you communicate that information to the customer as soon as possible. Shipping customers often need your services because they are moving or coordinating with a seller, so the more quickly you communicate the cancellation to them, the more time they’ll have to find another option or move things around as necessary. Our most successful drivers often avoid getting a negative review by issuing a discount voucher to the customer in the event of a cancellation. 

The majority of cancellations can be avoided with proper route planning skills. To learn more about how to schedule upcoming trips and provide customers with accurate time estimates, visit our help center. 

Keep Them Updated On Your Schedule 

Roughly 1 in 5 negative customer reviews mention that their driver arrived late for either pickup or delivery. Although factors such as inclement weather, road conditions, and mechanical problems are very real, shipping customers still need to have a clear idea about when to expect you. Many of the customers’ situations are time sensitive, so late arrivals can have a negative impact on the way that they view the transaction and your business. 

Sharing your live location and accurately communicating your expected arrival times are the absolute best way to keep the customer at ease and in your corner. One way to prevent the customer from leaving a bad review about a late arrival is to set the proper expectation with them from the start. If your terms of service state that you may pick up or deliver after their desired dates, make sure that they acknowledge understanding of those facts. As previously mentioned, communication can also play a big role in how the customer feels about the transaction. 

Deal with Refund Requests Head-on 

Refunds are among the issues that shipping customers get most upset about. We’ve asked them to trust our marketplace and to trust your business, so if they need to request a refund for any reason, they expect to be able to do so in a hassle-free manner. CitizenShipper doesn’t mediate payments at this time. We do however expect all drivers on the platform to act in good faith when dealing with customer requests for refunds. 

Clearly communicating your policies regarding refunds to the customer before they hire you will let them know exactly what to expect if they need to make a request. The best way to ensure transparency and avoid confusion is to include terms of your refund policy on your profile and within your contract. No one likes to feel that they have been taken advantage of, so try to make your terms neutral and fair. For additional guidance, you may also check out the general CitizenShipper refund policy. 

Quickly responding to any phone calls or text messages about their refunds lets shipping customers know that you aren’t ignoring them or flat out refusing to work with them. If you are having difficulty reaching a shipping customer, feel free to contact our support team. We would be happy to help. 

Conclusion

Helping you to find success on the CitizenShipper platform is among our top priorities. Limiting the number of negative reviews on your profile is a great way to put your best foot forward with prospective customers. By promptly communicating with customers and being understanding of their frustrations related to cancellations, punctuality, and refunds, you can minimize the likelihood that they’ll post a review that impacts your ability to win future business.