Requesting an evaluation: is there a right time?

When is the right time for consumers?

According to our study, 80% of consumers surveyed say they are inclined to leave a review of their delivery experience with e-retailers. Within that majority, 38% are most likely to do so 24 hours after delivery, and there are 24% of consumers who do so 1 week after delivery.

But what we notice on the e-merchant side is that more than half of them do not bother to send a request for evaluation to their customers. The other half send a request but after 7 to 14 days after delivery, leaving a missed appointment between consumers and e-retailers.In this period of pandemic, where the weight of e-commerce is growing, customer reviews are more than ever key.

Why this gap?

E-retailers have difficulty predicting a delivery date due to the problems that can arise during this stage. In addition to this, a lack of visibility hinders them to communicate at the right time.

How to overcome this?

It all starts with a better optimization of the delivery stage!

• Better visibility into your last mile: gain control over this key step in your customer experience and be able to communicate the arrival of the package to your customers in a safe and automated way.
• Automated yet personalized communication to your customers: anticipate your customers' needs and thus offer a unique experience by adopting the tone and content according to each customer's profile.
• Adapted means of communication: do not forget that 95% of respondents say (cf Shopping Experience) to be more receptive to emails and sms!Expand your options by adopting a multi-channel strategy: offer your customers the possibility to receive delivery updates through other channels than email, for example by SMS or directly through their customer account or your app.