Basetao Proxy Shopping User Feedback Analysis & Improvement Tracker-OK Spreadsheet-The best and new spreadsheet

THE NORTH FACE Down jacket（28 styles）-0234

$30.42

AirPods 3-0102

$7.64

Jordan 4 Retro (40 color)-0001

$34.72

New Balance 9060 series (20 style)-0011

$38.89

2024 New Jordan 4 (12 colors)-0010

$38.89

Rolex watches (3 qualities 14 styles)-0396

$52.78

GOYARD Fashion bags-0182

$9.58

Balenciaga Triples (7 styles) -0515

$83.33

UGG CLASSIC MINI（27 Style）-0013

$25

Louis Vuitton fashion bag-0185

$48.61

Louis Vuitton LV belt（36 style）-0246

$11.81

Apple iPhone 17 Pro Max 512GB-4745

$180.42

Apple AirPods 4 (with active noise cancellation) with wireless charging case (USB-C)-4744

$16.53

Canada Goose new high-end down jacket short shiny-4313

$133.33

AMIRI MA-1-0024

$72.22

Burberry Down jacket-0827

$38.89

UGG Tazz comfortable soft fashion wear height increase warm-4500

$34.72

Jordan 4 anti-slip wear-resistant mid-top retro basketball shoes-4241

$123.33

Apple Air Pods Max (USB-C)-4841

$97.08

Apple AirPods Pro 3 Bluetooth Earphones with MagSafe Charging Case (USB-C)-4743

$17.92

1. Introduction

This document systematically categorizes user feedback from Basetao's proxy shopping service across key metrics, outlines corresponding corrective actions, and establishes a real-time tracking mechanism via Google Spreadsheets (View Live Tracker).

2. Feedback Categorization Framework

Category	Sub-Category	Sample Feedback
Product Quality	Authenticity Concerns	"Received item with inconsistent stitching compared to authentic products"
Product Quality	Damage During Transit	"Sneaker box arrived crushed due to insufficient padding"
Service Experience	Agent Responsiveness	"Waited 72 hours for QC photo approval"
	Communication Clarity	"Confusing email thread about customs documentation"
	Issue Resolution	"Refund process took 14 days to complete"
Logistics	Shipping Duration	"DHL shipment to Germany took 4 weeks"
Logistics	Tracking Updates	"No location updates between China departure and UK arrival"

Color-Coding System

Red Flag (Urgent):
Yellow Flag (Priority):

3. Tiered Improvement Matrix with PID Tracking

Issue Type	Immediate Action (T+1 day)	Systemic Solution (T+30 days)	Owner	Completion %	Validated By
Counterfeit Doubts	Send proof documentation 7-minute response SLA	Implement blockchain authentication Partner with LegitGrails for certificates	Quality Director (PID#3021)	45%	COO counter-signature
Slow EU Customs	Offer IOSS prepayment Dedicated customs support team	Partner with Flexport for bonded warehousing	Logistics Manager (PID#2450)	78%	Customs KPIs dashboard

4. Real-Time Feedback Implementation Flow

Step 1: New Zendesk ticket imports via API at 15-minute intervals
Step 2: Google Apps Script auto-classifies feedback using NLP
Step 3: Conditional formatting highlights overdue actions
Step 4: Weekly auto-email to department heads via spreadsheet triggers

Tracking Dashboard Metrics

First Response Compliance Rate:: Currently 92% against 95% target (3mo trend ▲1.2%)
Root Cause % Identified:: System errors: 42% • Human error: 38% • External factors: 20%

5. Continuous Improvement Protocol

This living document ensures closed-loop feedback management through:

Monthly cross-departmental review meetings (2nd Tuesday)
Automated CSAT correlation analysis from mailchimp data
"Voice of Customer" quarterly deep-dives with product team

Current Impact:

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