Customer Rating Tips
What to find in this page?
Below you can find Customer Rating Tips, FAQ and some questions and answers.
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In order for Veho and drivers that use the Veho platform to be successful, top-notch customer service is critical. Customers tell us that they love the service they receive from the drivers on the Veho platform and they look forward to getting their packages on-time and in the right location.
A great delivery experience leads to happier customers and more earnings opportunities for drivers over time. Because of this, delivering packages in a professional, high-quality manner is important to keep in mind during every route.
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At Veho, transparency and communication are very important to us. That is why we want to share with you how your customer rating is calculated.
After each package is delivered, the customer has the option to rate the delivery experience. Your customer rating can be found in the Veho Driver app by clicking the menu at the top left corner and selecting Account > Metrics.
Your customer rating is the average rating (on a scale of 1 to 5 from customers) from your last 100 rated package deliveries. If you have fewer than 100 rated package deliveries, your customer rating is the average of all your rated package deliveries. There will not be enough data to calculate your rating until you have more than 30 rated deliveries. Rescue routes are not included in your average customer rating.
Customers may give additional detail as to why they provided a rating. If the information they provide is unrelated to your customer service (i.e. leaky or faulty package), that rating will not count against you.
According to the Veho Driver Partner Terms & Conditions, consistently low ratings from customers that bring your customer rating below standard put you at risk of permanent deactivation from the Veho platform.
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Below are tips to improve your customer rating and Veho experience. These tips include curated information provided to us by top-rated drivers and customer feedback. These practices are simply best practices and not required but may help your get better ratings from customers. We hope this is helpful to you while using the Veho platform.
- Customers who provide delivery instructions expect drivers to follow those instructions to the best of their ability. If you are confused, you can text support or call the customer for assistance.
- When choosing routes, check the estimated delivery time. Customers receive a delivery notification when you pick up your route and expect packages to be delivered that same day in the timeframe provided.
- If you are delivering between 8am-8pm, ring the doorbell or knock (unless instructions say otherwise).
- When possible, put the package out of sight and under any available structure to avoid having the package taken by the wrong person or impacted by the weather.
- For safety reasons, avoid putting packages directly in front of any doors so customers can easily open the door and avoid tripping on the package.
- Make sure to place packages with the top side facing up to avoid damage to the contents of the package (i.e. spill, broken contents).
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Informing the Customer
- If you are delivering between 8am-8pm, it is often a good idea to ring the doorbell or knock (unless instructions say otherwise).
- When taking verification pictures, most customers appreciate if you zoom out so the whole package and surrounding area are visible. You should try to avoid capturing the customer’s face even if you hand the package directly to them as customers prefer maintaining privacy.
Placing the Package
- Whenever possible, put the package out of sight and under any available structure. This helps customers avoid having their package misplaced or damaged.
- Look for messages from the Veho Support team as they may send messages regarding an issue or special instructions from a customer.
- Have a few plastic trash liners handy to protect your vehicle or the customer’s package in case a box leaks or you run into bad weather.
Staying Safe
- For safety reasons, avoid putting packages directly in front of any doors so customers can easily open the door and avoid tripping on the package (unless instructions say otherwise).
- Watch out for signs of dogs at the home or apartment. If you feel unsafe because of any animal, contact the customer or support.
- Report safety issues, delivery issues, refused packages to support - if you ever feel unsafe, you should not deliver the package.
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Customer Instructions
- Customers who provide delivery instructions expect drivers to follow those instructions to the best of their ability. If you are confused, you can text support or call the customer for assistance.
- Access codes to get in a building, gate, or door
- Deliver to a specific door (i.e. back or side door instead of the front door)
- Leave with concierge or receptionist
- Deliver to apartment door
- What NOT to do during the delivery
- Generally, when a customer specifies “front” or “apartment” door, they are referring to the door to their residence rather than a lobby or front room in an apartment building.
Customer Preferences and Feedback
- Make sure to place packages with the top side facing up to avoid damage to the contents of the package (i.e. spill, broken contents).
- Customers appreciate when you avoid damaging or puncturing their package by placing it gently in the appropriate location.
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Customers Usually Want Drivers to Avoid...
- Getting frustrated or angry with them, their family, or their neighbors
- Swearing or using derogatory language
- Playing very loud music, especially early in the morning, for customers and the rest of the neighborhood to hear during the delivery
- Driving in their lawn or over flower beds
- Parking in their driveway
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Why is my customer rating low?
Unfortunately, due to the need to keep customer data private, we are not able to share additional details about why an individual rating from a customer was low. You will have many opportunities to provide a great customer experience and improve your customer rating during each route.
When does Veho review my customer rating?
A representative from Veho will review your customer rating on a periodic basis as you complete more deliveries and those deliveries get rated by package recipients. In order to provide you time to get used to delivering packages on the Veho platform, we will not review your customer rating until after you have received 30 package ratings from customers.
How can I be deactivated for a low customer rating?
If your customer rating is below the minimum standard, you will receive a message with this information. Rest assured, before any deactivation, we will always complete a manual review of every rating from a customer on the account to ensure issues that are outside of your control are not counted against the customer rating. You can find more information in the Veho Driver Partner Terms & Conditions.
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For any questions you can reach out to support@shipveho.com.