Enable Driver Feedback

Driver feedback lets customers evaluate their delivery experience, providing insights to improve service quality, coach drivers, and address issues. Follow these steps to enable this feature in the Nash portal:

Enable the Provider Feedback Feature

• Contact Nash Support or your Nash representative to enable the Provider Feedback feature.

Configure the Customer Feedback Page

• Navigate to Settings > Customization > Tracking > Page to configure > Customer Feedback.

• Edit the feedback page title (default: "How was your experience?").

Create a Notification

• Set up a notification with these settings:

  • Trigger Type: Delivery Status Transition.

  • When: Delivery status changes to 'Drop-off Complete.'

  • Delay Message: Enable (minimum 15 minutes after status transition).

  • Message Field: Add the variable {{customer_feedback_link}} where the feedback link should appear.

  • Send To: Customer Phone Number.

• Enable the notification in the top right corner and save.

View Feedback Analytics

• Scroll to Your customized reports at the bottom of the page.

• Select + Add Chart and choose Provider feedback.

• Select Done to save the chart.

• Review responses with scores (5 for Thumbs Up, 1 for Thumbs Down).

Benefits of Driver Feedback

Enabling this feature provides actionable insights to enhance delivery service quality. Regularly review feedback to maintain high customer satisfaction and address areas needing improvement.