Enhancing the Ratings Experience with Shopper Feedback

Instacart shoppers provide a valuable service to customers, bringing them the nourishment they need for breakfast, lunch, dinner, and the little moments in-between. As the Instacart community grows, we continue to hear that quality is one of the most important factors that can make the experience better for shoppers and customers alike.

We know that shoppers care deeply about delivering great customer service, and that when a shopper makes a customer’s day with a high-quality order, everyone in the Instacart community benefits. That’s why we’ve continued to invest in quality, introducing new features and resources to help shoppers get better with every order and deliver an exceptional customer experience.

Over the past year, we’ve seen shoppers take great strides towards even better quality, whether it’s carefully selecting the best available produce, communicating clearly with a customer, or taking some of our new optional lessons to learn best practices about how to improve.

We also introduced a newly redesigned “How Am I Doing?” page, which offers a deeper look at shoppers’ current ratings and how you might be able to improve. Through this page, it’s easier than ever for shoppers to understand feedback from customers and learn how to get better with every order. As shoppers have become familiar with customer ratings, we’ve heard valuable feedback about how the ratings process could be even better and provide more helpful insights for both shoppers and customers.

Responding to Customer Feedback

We’ve heard from the shopper community that you want a more efficient way to deliver feedback about your order experiences, as well as respond to the ratings you receive from customers. Over the coming weeks, we will be testing a new way for shoppers to report issues or incidents that may occur while shopping or delivering an order, as well as respond to customer feedback on order issues.

If a customer reports an order issue, such as a missing or damaged item, shoppers will be able to review these issues and respond with your own input directly from the “How Am I Doing?” page in the Shopper app. Additionally, if a shopper has an incident while shopping or delivering, you can report your experience through the app and the Instacart Trust & Safety team will promptly review your report.

Learning from the Shopper Community

We want to ensure we are giving shoppers all the resources you need to not just understand your rating, but also respond to the feedback you receive in a quick and effective way. Learning from shopper feedback is a crucial way that we can improve the Instacart experience, which is why we are continually engaging with the shopper community and developing new ways to make the shopping experience better than it is today.

By receiving feedback from shoppers in this way, we can continue to learn from the shopper community and build a better and stronger product for all shoppers. As the Instacart shopper community grows, we look forward to continuing to listen to the valuable perspective you bring and introducing new ways to benefit shoppers and customers alike.

Instacart

Author

Instacart is the leading grocery technology company in North America, partnering with more than 1,400 national, regional, and local retail banners to deliver from more than 80,000 stores across more than 14,000 cities in North America. To read more Instacart posts, you can browse the company blog or search by keyword using the search bar at the top of the page.