Customer Experience Improvement

• Use CustDev to investigate causes of low review ratings (12% rated 1, 3% rated 2).

  • Focus on customers leaving 1- and 2-star ratings.

  • Categorize complaints: product quality, delivery, service, UI, etc.

  • Identify top pain points (e.g., 40% complain about slow delivery).

  • Focus on root causes, not just symptoms.

  • Prioritize fixes based on findings.

• Investigate why high-value orders receive more 1- and 2-star ratings—a clear problem in this segment.

• Improve UX for credit card and boleto payments (most used payment methods).

• Address issues for orders with multiple categories—they receive more 1- and 2-star ratings.

• Prioritize fixing 1-star ratings in Rio de Janeiro—a key market with disproportionately high poor ratings.