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ADR1 - processing feedback.md

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1. Handling Customer Feedback

Status

Proposed

Context

  • Customers may provide feedback about a meal that they ordered.
    • e.g. The kale in this meal was wilted.
  • Customers may provide feedback about other aspects of their experience.
    • e.g. Your smart fridge at this location charged me twice for the same item.
  • Customers may provide feedback as responses to a merchant-generated survey.
    • e.g. What do you think of these new menu items? What do you think about a new kiosk at this coffee shop?

Feedback can be provided at their own initiative or in response to a request. It may be about a specific order, a location, a problem with the web/app interface. These categories and characteristics can drive different response workflows. Unsolicited feedback may potentially require a more timely review ore response from Farmacy Foods than solicited feedback; there may need to be triage.

Decision

Keep separate feedback processor components to handle customer-initiated vs merchant-solicited feedback.

Our initial thought was to have a feedback processor component that handled all sorts of user feedback since supercially they involve merchant-to-customer communication via the UI. However, customer-initiated feedback requires a more event-driven approach than merchant-solicited feedback. For the former, the mechant may have to triage and respond quickly to a quality issue. For the latter, the merchant can review responses at their own leisure. The workflows governing how both are collected and analyzed are different and there is no need to couple them to each other.

Consequences

This decision will allow for customer-initiated feedback to have a different set of metadata/messaging contract from merchant-solicited feedback. With two components, one has the flexibility to follow an event-driven workflow and the other a request-driven workflow. Also scalability concerns may differ between the two - We would expect the volume and frequency of customer-initiated feedback to be much greater than that of merchant-initiated requests for feedback via surveys, and keeping the processing components separate allows for ramping up resources for the one as needed.