Service Experience Management

1. Conduct service experience data attribution analysis using core KPIs such as customer complaint rate, customer satisfaction, and rider on-time service rate.

2. Interface with the customer service team to collect and analyze satisfaction scores, rider complaints, and negative review rates, uncovering key impact drivers.

3. Perform multidimensional data monitoring and root-cause analysis based on rider delivery on-time rate, overtime rate, order-push completion rate, and refusal rate; produce focused analytical reports.

4. Monitor and analyze rider compliance, fraud, and platform-policy violation behaviors, generating specialized reports.

5. Design a rider tiering model and develop corresponding graduated control strategies.

6. Regularly evaluate the effectiveness of strategies and drive cross-departmental collaboration to implement and continuously optimize processes.

7. Deliver visual dashboards and decision-support tools; advocate for project execution and resource investment.