Feedback

Introduction

The Feedback Module helps administrators monitor service quality by collecting and reviewing feedback submitted by users such as passengers, drivers, and other stakeholders. It provides visibility into ratings, comments, complaints, compliments, and service-related experiences, helping organizations improve customer satisfaction and operational performance.

This module is commonly used for service quality monitoring, customer satisfaction analysis, complaint management, and performance reviews.

Accessing the Feedback Module

Navigation

1. Login to the Admin Console.
2. Open the Main Menu.
3. Navigate to Reports.
4. Click Feedback.

The Feedback Report screen will open.

Feedback Dashboard Overview

The Feedback list displays all submitted feedback records.

Available Information

• Date & Time
• Record Type
• Submitted By
• Submitted For
• Feedback Remark
• Rating

Understanding Feedback Columns

At

Displays the date and time when the feedback was submitted.

• Example: 15 Jun 2026, 10:45 AM

This helps administrators track when feedback was received.

Record Type

Displays the type of record associated with the feedback.

Examples:

• Trip
• Booking
• Passenger
• Driver
• Service Request

This helps identify the context in which the feedback was submitted.

By

Displays the user who submitted the feedback.

Examples:

• Driver
• Passenger
• Employee
• Customer

This helps identify the source of the feedback.

For

Displays the target person, role, or service for which the feedback was submitted.

Examples:

• Passenger
• Driver
• Admin
• Trip
• Service Team

This helps determine who or what the feedback relates to.

Remark

Displays the detailed comments entered by the user.

Examples:

Positive Feedback:

• Excellent service
• Driver was very professional
• Vehicle was clean

Negative Feedback:

• Driver arrived late
• Vehicle was not clean
• Route took longer than expected

Rating

Displays the user’s rating score.

Common Rating Scale:

Rating	Meaning
⭐⭐⭐⭐⭐	Excellent
⭐⭐⭐⭐	Good
⭐⭐⭐	Average
⭐⭐	Poor
⭐	Very Poor

Higher ratings generally indicate greater customer satisfaction.

Searching Feedback Records

Administrators can quickly locate feedback records using the search function.

Steps

1. Open Feedback Module.
2. Locate the Search Box.
3. Enter a keyword.
4. Press Enter or click Search.

The system displays matching feedback records.

Common Search Examples

Search by User

Example: Driver — Displays feedback related to drivers.

Search by Remark

Examples:

• Late
• Good
• Excellent
• Payment
• Delay

This helps identify recurring issues or positive trends.

Search by Record Type

Examples:

• Trip
• Booking

The report displays matching feedback records.

Viewing Feedback Details

In some system configurations, administrators can open individual feedback records.

Steps

1. Locate the feedback row.
2. Click the record.
3. Review detailed information.

Depending on system configuration, administrators may also be redirected to the related trip or booking.

Rating Analysis

The Feedback Module helps monitor customer satisfaction levels.

High Ratings (4–5 Stars)

Indicate:

• Good Service
• Customer Satisfaction
• Positive User Experience

Medium Ratings (3 Stars)

May indicate:

• Average Service
• Minor Improvement Areas

Low Ratings (1–2 Stars)

May indicate:

• Customer Complaints
• Service Issues
• Operational Problems

These records should be reviewed promptly.

Identifying Negative Feedback

Administrators can search remarks using common complaint keywords.

Examples:

• Late
• Delay
• Rude
• Unsafe
• Dirty
• Payment Issue
• Vehicle Issue

This helps identify recurring service problems.

Managing Negative Feedback

When negative feedback is received:

Recommended Process

1. Review the Remark.
2. Check the Rating.
3. Open the related Trip or Booking.
4. Verify trip details.
5. Contact the concerned team if required.
6. Record corrective action if supported by the system.

Identifying Repeat Issues

The Feedback Module can be used to identify recurring operational problems.

Examples — Repeated complaints about:

• Driver behavior
• Late arrivals
• Vehicle cleanliness
• Route delays
• Payment issues

Benefits:

• Service Improvement
• Training Requirements
• Supplier Evaluation
• Customer Retention

Exporting Feedback Records

Depending on permissions, administrators can export feedback data.

Benefits:

• Management Review
• Customer Satisfaction Analysis
• Service Quality Reporting
• Trend Analysis

Customizing Table Columns

Some system configurations allow administrators to customize visible columns.

Steps

1. Click the Settings (⚙️) icon.
2. Move columns between Visible and Hidden.
3. Save changes.

The report refreshes automatically.

Bulk Selection

Administrators may be able to select multiple records.

Steps

1. Use the checkboxes beside records.
2. Select required rows.
3. Open Bulk Actions if available.

Availability depends on user permissions and system configuration.

Editing Feedback

Feedback records are generally read-only to maintain audit integrity.

Why Editing Is Restricted

• Preserves original customer feedback
• Prevents unauthorized modifications
• Maintains audit compliance

Some organizations may enable Edit, Hide, Resolve, or Moderate based on permission settings.

Troubleshooting

No Records Found

Possible Causes:

• Search keyword does not match any record.
• Filters are applied.
• Date range contains no feedback.

Solution:

• Clear search.
• Refresh the page.
• Verify filters.
• Re-run the search.

Table Appears Empty

Solution:

• Clear search filters.
• Increase Rows Per Page.
• Refresh the browser.
• Verify permissions.

User Access & Permissions

Access to feedback depends on role permissions.

Common Access Levels

• Administrator: View Feedback, Export Feedback, Analyze Ratings, Access Related Records.
• Operations Team: View Feedback, Review Service Issues.
• Limited Users: View Only.

Feedback Review Best Practices

Review feedback regularly for:

• ✓ Customer Satisfaction
• ✓ Driver Performance
• ✓ Passenger Experience
• ✓ Vehicle Condition
• ✓ Route Efficiency
• ✓ Service Delays
• ✓ Complaint Trends
• ✓ Positive Feedback Trends

Recommended Daily Review Process

1. Open Reports > Feedback.
2. Review new feedback entries.
3. Identify low-rated feedback.
4. Review negative remarks.
5. Check related trips if required.
6. Escalate critical complaints.
7. Monitor recurring issues.
8. Export reports for management if needed.

Module Summary

The Feedback Module serves as a centralized service quality monitoring system. It allows administrators to review customer ratings, analyze comments, identify recurring issues, monitor driver and passenger experiences, track service quality trends, and support continuous improvement across transport operations.