Basetao Shopping Agent User Feedback Classification and Improvement Tracking in Spreadsheets
2025-04-22
1. Introduction
Customer feedback is crucial for the continuous improvement of Basetao's shopping agent services. By systematically categorizing feedback in spreadsheets and implementing a tracking mechanism for improvement measures, Basetao can enhance service quality and customer satisfaction.
2. Feedback Classification
User feedback is categorized into three primary dimensions in spreadsheets:
- Product Quality: Issues related to item authenticity, damage, or discrepancies
- Service Attitude: Feedback concerning customer service responsiveness and professionalism
- Shipping Speed: Comments about delivery timelines and logistics efficiency
A sample spreadsheet structure includes columns for Feedback ID, Date, Category Sub-Type Severity and Status.
3. Targeted Improvement Measures
| Feedback Category | Improvement Action | Responsible Team |
|---|---|---|
| Product quality | Implement enhanced quality verification checklist and incentive high-review sellers | QC Department |
| Service Attitude | Conduct bi-weekly staff training sessions sessions | HR & CS Teams |
| Shipping Speed | Establish priority partnerships with stable logistics providers | Logistics Team |
4. Implementation Tracking Mechanism
A dedicated 'Action Tracker' sheet is maintained with:
- Automated status flags (Not Started/In Progress/Completed)
- Real-time update fields for measure effectiveness (e.g 72h resolution %) tracking with verification checkboxes.
- A link to original feedback(s).
5. Expected Outcomes
This system ensures 80% within 48-hour feedback response rate and recurrent issues listed quarterly reported measuring KBIS (Key Business Improvement Specs):
Key metrics overlay:
↑30% CSAT
↓25% Complaints
→95% Closure