The comments were immediately forwarded to IT, which took action. It probably would have shown up when you run all your site statistics but was probably very small in aggregate. While measuring customer satisfaction is a priority for retailers, a merchant with a physical, online and delivery presence has a lot of contact points to measure. In Staples' case, there are 29 distribution centers, each with its own fleet of trucks. BizRate data gives Staples a more granular look at distribution processes.
Customer feedback is indexed against the relevant distribution center or driver.
As with anecdotal feedback, distribution feedback is translated into metrics and pushed out to the appropriate departments when there are problems. Staples reads all customer feedback and responds to most of it. But it wasn't until the 1998 holiday shopping season, when it did more business than management expected, that it made a serious effort to boost the revenue it earned. To do that, the company needed better site data. He eventually selected BizRate.