What Feedback Means & How to Interpret it
Feedback Score: After a shipment is complete, customers are asked, "Would you use this transporter again?" and can select thumbs up (yes), or thumbs down (no). The feedback score reflects this choice.
Cancellation Rate: Cancellation Rate shows the service provider’s cancellation rate over the last 12 months. This figure is calculated based on the total number of canceled shipments divided by the total number of booked orders over the last 365 days. The cancellation rate will be visible after successfully completing 5 shipments.
Star Rating: Star Rating visualizes the service provider’s Positive Feedback Score into the equivalent percentage of total stars out of 5. Overall star rating appears once 5 shipments have been successfully completed and reviews have been left. Additionally, repeat customer reviews count toward the star rating, further promoting repeat bookings, and fairly representing the service provided for every shipment.
Example: 100% Positive Feedback = 5/5 Stars / 95% Positive Feedback = 4.75/5
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