After an order is completed, members have the opportunity to provide a rating of 1 to 5 stars (with 5 stars being the highest rating) along with feedback for their shopper. The feedback options members may select provide clear, actionable feedback, which shoppers are then able to review through the Stats experience in the app.

There are several factors that contribute to a member’s experience. While some are out of your control, such as item availability, a lot of a member's experience is related to the interactions and overall quality of service their shopper provides. 

For tips that may help you receive high ratings and positive feedback, review the sections below.  

Tips for Receiving Positive Feedback

When a member provides a 5-star rating for their shopper, they are able to share feedback on why they are providing that rating. Below are the positive feedback options that members can select as well as tips from seasoned shoppers that can help you receive them and grow your business. 

Exceptional Shopper

• Members notice when you go the extra mile on their order. This could mean sending a picture when providing a substitute option, asking if the member needs anything else before checking out, and sending a photo of their drop-off order outside their door.

Good Communication

• Good communication can be initiated by sending an introductory message before starting to shop for an order.
• If the member has selected Contact Me as their substitution preference and a requested item isn’t available, providing substitution options, including pictures of the items, rather than just telling the member the item is out of stock is a great way to receive positive feedback for communication.
• Check the member notes to see if they have a landline. Some members may not be able to receive messages, so consider giving them a call when you start shopping for their order to open the line of communication.
• If you ever need assistance to better communicate with a member about a situation during an order, you can contact Shopper Support.
• Learn more

Attention to Detail

• Paying attention to details when shopping for items and ensuring members get correct, undamaged items is key to receiving a 5-star rating. Members will often notice a shopper's attention to detail while communicating about their order as well as once they have received their items. 
• Attention to detail can come in the form of selecting the freshest produce and meat, making sure items are not expired, and following all member notes.
• Learn more

Good Substitutions

• When members do not select item backups, shoppers have the opportunity to find quality substitution items for members. Look for items that are the most similar to the originally requested item and consider sending a photo when providing substitution options. 
• Learn more

If you decide to follow the tips above, it may help increase your chances of receiving positive feedback and avoiding negative feedback. Click here to learn more about how Shipt recognizes shoppers!

Tips for Preventing Negative Feedback

When a member provides anything less than a 5-star rating for their shopper, they are able to share feedback on why they are providing that rating. Below are the negative feedback options that members can select as well as ways to help prevent you from receiving them.

Too Little Communication

• Communicating with members is an essential part of providing quality service. Even if the member has selected that they would not like to be contacted about substitutions, providing status messages helps them know when to be prepared for their order.
• Here are a few ways you can provide great communication:
  • Send an intro message.
  • Send an on-the-way message.
  • Communicate about substitutions if they have selected the Contact Me preference and have no item backups listed.
  • If you’re ever unsure about a special request item, ask for clarification from the member.
  • Send a thank you or drop-off confirmation message.
  • Call the member directly if they are unresponsive.

Late Delivery

• Delivering an order late can be caused by traffic, long lines, out-of-stock items, and being overwhelmed with multiple orders. 
• Here are a few tips to help you deliver on time: 
  • Plan your route to the store and delivery address before beginning the order.
  • Start shopping earlier for larger or more complicated orders.
  • Prepare for checkout by having your Shipt card out and be ready to complete the tax exemption process, if applicable.
  • Use a GPS app such as Google Maps to configure the amount of time it will take to make the delivery.
  • If you’ve claimed a promo order and won’t be able to deliver within the window, communicate any delays to the member. 

Item Issue

• Feedback about item issues can occur when wrong, expired, or damaged items are delivered, or items that were on the order's digital receipt are not delivered at all.
• Here are a few ways to ensure you're selecting the right item:
  • Check the labels for matching information such as size or nutritional value.
  • Check UPC codes.
  • Check item notes for specific details left by the member.
  • Ask a store employee to check for more inventory of the item when you find it is out of stock.
• Here are a few ways to ensure that all items are delivered:
  • After placing items on the conveyor belt, double-check your cart for additional items, and watch carefully as they are bagged.
  • When completing multiple orders, use a system to be able to easily identify different orders. For more tips on completing multiple orders, click here.
  • Quickly check your car's floorboards and seats prior to leaving the delivery location to ensure all items were successfully delivered.
• Here are a few ways you can ensure that undamaged items are delivered:
  • Check the expiration date.
  • Carefully select produce that is free of blemishes.
  • Inspect each item for damage.
  • Secure the bags in your car so items don't shift during delivery.

Poor Substitution Choices 

• A member may leave this feedback when an item that was requested was substituted with an item that is not similar. It can also happen when the member isn't contacted about a substitution when their preference is Contact Me or Choose Sub and no item backups are listed.
• While the app will provide substitution recommendations for you based on potential member dietary preferences and data from our catalog, here are a few ways you can select great substitutions when the member hasn’t selected item backups:
  • Select substitute items that are the most similar to the originally requested item.
  • Select items with a similar nutritional value.
  • When the size requested is unavailable, suggest both the next size up and the next size down.
  • Send a photo for suggested substitutions.
  • When a member's substitution preference is Choose Sub, providing a summary of the items you substituted before checking out can help ensure member satisfaction.

Poor Attention to Detail

• Members may select this feedback option for a variety of reasons. To ensure the member knows you are paying attention to details while completing their order, here are a few tips:
  • Communicate clearly about substitution choices and the status of their order.
  • Select the freshest produce and meat. 
    • Check out our helpful Produce Guide here and learn more about choosing the best meat and seafood here. 
  • Check expiration dates on all items.
  • Review item details and notes in the app to ensure you have found the right item.
  • Pay close attention to member notes at delivery. If the order has a Door drop-off label, make sure the items are not blocking the door. 

    
    

Did you know that on average, shoppers with Shipt receive 65% less negative feedback by their 500th order compared to when they started shopping? Learn More.

Want to learn more about ratings? Click here.

Rating Forgiveness

Shipt offers rating forgiveness as a courtesy for shoppers, as we understand there are factors outside of your control that can influence a member’s rating. For more information on rating forgiveness, click here.