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Ratings Management

Monitor and respond to customer ratings and reviews on delivery platforms

Complexity: Simple | Duration: 5-15m | Category: Operations/Process

Tags: ratings reviews reputation feedback platforms

Workflow Diagram​

Steps​

Step 1: Rating aggregation​

Agent: reputation

manager - Collect ratings from all platforms

Step 2: Sentiment analysis​

Agent: reputation

manager - Identify positive and negative feedback

Step 3: Issue categorization​

Agent: reputation

manager - Tag by issue type (food, delivery, packaging)

Step 4: Response drafting​

Agent: customer

service - Create personalized responses

Step 5: Resolution offer​

Agent: customer

service - Offer refund or credit for poor experiences

Step 6: Operational feedback​

Agent: order

coordinator - Share feedback with kitchen/dispatch

Step 7: Improvement tracking​

Agent: reputation

manager - Track rating trends over time

Step 8: Driver coaching​

Agent: dispatcher

Address driver-related issues

Usage​

To execute this workflow:

/workflow operations/process/ratings-management.workflow

See other workflows in this category for related automation patterns.