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Box Scores

Menu Location: Reports > Customer Feedback > Box Scores (or search "box feedback")

Last Updated: 2026-09-22

Overview

Box Scores is the post-delivery half of the Customer Feedback loop. Once a box has been delivered, the customer's home page asks "How was your last box?" with a 1-10 score. That score lands on the order and shows up here.

The churn signal is in the low scores: anything at or below your unhappy threshold is flagged for your admins in the feedback digest email, so you can reach out and make it right before the customer cancels.

This page only applies once the Customer Feedback popup is on. If it's off, the page shows a banner pointing you at the master switch on the Menu Feedback page instead.

Primary Features

Box question on/off

The button in the top right of the page header turns the box question on or off:

  • Box question: On (green) - the question is reaching customers. Click to turn it off.
  • Box question: Off (grey) - click to turn it on. Turning it on from this page also switches the master popup on, so the question actually reaches customers.

A Preview button sits next to it and opens the popup exactly as a customer sees it, in a new tab.

Unhappy threshold

The Unhappy threshold (alert at or below) field sets the score at or under which an answer counts as unhappy. Enter a number from 1 to 10 and click Save. Every score is reported to your admins in the feedback digest email; in that digest the ones at or under the threshold are shaded red and bolded so they stand out first.

Scores at or below the threshold are also flagged in red throughout the page so you can spot them at a glance.

Summary line

Under the threshold field, the page shows the headline numbers:

  • Average box score across every rated order, to one decimal, with the number of rated orders in brackets.
  • The count of scores at or under the threshold, shown in red.

The average is over all rated orders, not just the week you're looking at.

Unhappy-only filter

A Show unhappy only link narrows the table to just the scores at or under the threshold. When the filter is on, the link becomes Showing unhappy only (<= N) x - click it to clear the filter and see every score again.

Score table

The table lists rated orders, newest delivery first, up to the 200 most recent:

Column What it shows
Cust ID Link to the customer's account
Order ID Link to that order
Customer Name Link to the customer's account
Delivered The delivery date
Score The customer's score out of 10
Comments The optional comment the customer left with their score

Rows at or under the unhappy threshold are shaded red, with the score in red type.

Common Use Cases

Set up alerts for unhappy customers

Steps:

  1. Enter the score at or below which a box counts as unhappy (many stores start at 6).
  2. Click Save.
  3. From then on, a new score at or under that number appears flagged on this page and is highlighted as unhappy in the feedback digest your admins receive.

Note: Raising the threshold widens the net. Setting it to 10 means every score alerts.

Work the unhappy list

Steps:

  1. Click Show unhappy only.
  2. Open the customer or order from the row links.
  3. Read their comment, then reach out.
  4. Click the filter link again to go back to the full list.

Check how the boxes are landing overall

Steps:

  1. Read Average box score at the top of the page.
  2. Sort visually by scanning the Score column for the lows.

Scores are recorded once per delivered order, so a customer can't revise a score after submitting it.

Troubleshooting

"No box feedback yet"

No customer has scored a delivered box yet. Box scores only get asked after a delivery, and each delivered order is asked once.

The average says "n/a"

There are no rated orders at all, so there is nothing to average.

The filter shows nothing

No score has come in at or under the current threshold yet. That's good news - widen the threshold if you want to see more.

The page shows a warning banner instead of the report

The Customer Feedback popup is off, so nothing is being asked. Use the button at the top of this page to switch the box question on (which also turns the popup on), or manage everything from the Menu Feedback page.

Scores look like they're on the wrong order

The score is written to the customer's most recent delivered box that hasn't been scored yet. If a customer has older unrated deliveries, the next score goes to the newest one.

  • Menu Feedback - the pre-delivery menu thumbs, the weekly approval grade, and the master popup switch
  • Custom Question - the rotating custom question (for example an NPS "would you recommend us?")
  • Customer Feedback - the hub page linking all three

Recent Updates

2026-09-22

  • Removed as its own entry in the Reports menu. Open it from the Box Scores card on the Customer Feedback hub page.

2026-09-17

  • New page, added with the unified Customer Feedback popup: post-delivery 1-10 box scores, the unhappy threshold and admin alert, the unhappy-only filter, and the score table.
  • Breadcrumb H1 and a Preview button for the popup's box question.
  • The per-answer admin email is replaced by one batched New customer feedback (N) digest email covering menu, box and custom answers, with unhappy answers highlighted (see the Customer Feedback hub page). The threshold still decides which answers are flagged as unhappy.