Basetao Proxy Shopping User Feedback Analysis & Improvement Tracker
2025-04-28
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" |
| 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" |
| 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 |
|
|
Quality Director (PID#3021) | COO counter-signature | |
| Slow EU Customs |
|
|
Logistics Manager (PID#2450) | 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: