Question 1

Editing TextBack

Accepted Answer

Edit TextBack Settings

To edit TextBack Settings, follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to edit TextBack settings for from the Business Dashboard.

If you have SMS Requests enabled, your TextBack number will be set to the same number as SMS Requests. If you edit the TextBack number, you will also change the SMS sender number for this location.

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The default keyword to activate TextBack is "feedback". Click + Add keyword to add a keyword. If you wish to remove a keyword, uncheck the box.

Keywords can be texted as a single word or as part of a phrase or sentence to activate TextBack. If multiple keywords are checked, any one of the keywords will trigger TextBack.

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Edit the auto-reply message including up to 126 characters.

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The link (Feedback URL) is automatically formatted and included in the auto-reply.

Review the selected settings via the sample image on the right and click SAVE Settings at the bottom of the page when complete.

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TextBack is complete and ready for customer use.

Test TextBack

To test TextBack, follow these steps:

From a mobile phone, create a new message.

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Send a message including the selected keyword to activate TextBack. To view your selected keyword, log in to your Customer Feedback Centre account and go to Requests > TextBack for the location you wish to test.

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Once you receive the auto-reply, click the link to go to the Feedback Landing Page. To edit the Feedback Landing Page log in to your Customer Feedback Centre account and go to Settings > Request Modes.

Question 2

Adding Additional Survey Questions

Accepted Answer

How do Additional Survey Questions Work?

Login to Customer Feedback Centre

Additional survey questions are optional. By setting them up you can add up to four additional survey questions, in addition to the Net Promoter Score question. Additional survey questions use a 0 - 10 base scale. The questions can be fully customised as can the labels on the rating scale.

Request >>
Request Modes >>
Feedback Landing Page >>

Here is an example of 2 questions:

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When Should I Use Additional Survey Questions?

Simple answer: when you are interested in gathering more specific information than what the Net Promoter Score provides.

A common time to consider adding additional survey questions might be when your business introduces a new product or service. Or perhaps after a change in personnel or process that might have an impact on your customers.

Effectively, anytime you sense there may be a problem and are unsure where the friction points lay is likely a good time for additional survey questions.

Here are a few real-world scenarios we've seen successfully implemented:

A roofing company that replaced a more complex survey tool and primarily uses the system for detailed feedback after a roof has been installed. In this way, they are able to reach out to their customers immediately and gather information about their roof, quality of workmanship and overall appearance.
An Osteopathy Clinic that offers periodic survey questions of existing patients as a value-added service.
Using the Customer Feedback Centre Feedback Locator restaurants are able to collect direct complaints and to capture more details about the problems on a per-location basis.

What Should I Know Before Adding Additional Questions?

Additional survey questions add an additional step (or steps) to the feedback gathering process. Each additional step added to the feedback process reduces the likelihood of receiving a first-party testimonial or third-party review.

When considering if additional survey questions are right for your business, keep in mind that they can be turned on and off as needed. Additional survey questions DO NOT have to be a permanent change to your feedback process.

It should be noted additional survey questions are only available in Ultimate and Direct Request Modes at this time.

How do I Setup Additional Survey Questions?

Additional Survey Questions can be used in the feedback flows of both the Ultimate and Direct Request Modes. It is important to note: the additional questions can ONLY be setup and configured in Ultimate Mode on the Feedback Landing Page template.

STEP ONE: you'll first need to be in the Ultimate Mode templates. To do so, navigate: Requests → Request Modes

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STEP TWO: Be sure Ultimate Mode is the Request Mode selected.

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STEP THREE: On the right half of the screen click the Edit button for the Feedback Landing Page template.

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STEP FOUR: Within the Feedback Landing Page template click the blue Add Survey Question button. A blank survey question template will open.

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STEP FIVE: In the blank survey question template enter the text for the additional survey question in the Question field.

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STEP SIX: Next enter a descriptive label for both the high and low end of the rating scale.

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STEP SEVEN (optional): By entering a label in the Report Keyword field you will be able to more easily recognize your results when viewing answers to your additional survey questions in reports and alerts.

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STEP EIGHT: The survey question template auto-saves. Congratulations on creating an additional survey question! You can create up to four additional survey questions.

STEP NINE: Once you have setup all of your additional survey questions you'll want to test out the new layout of your Feedback Landing Page. Create a test customer in the Customer Dashboard using your email address. Send yourself a feedback request and follow the process through to the Feedback Landing Page.

If your additional survey questions look good your mission is complete! If not, go back to the Feedback Landing Page template (see Step Three) and fix any problems you noted.

Question 3

Net Promoter Score® (NPS)

Accepted Answer

Net Promoter Score® measures customer experience, predicts business growth, and is calculated based on responses to a single question:

"How likely is it that you would recommend our company to a friend or colleague?"

The customer answers this question by selecting a number on a 0-10 point scale, with 10 being very likely to refer you and 0 being not likely at all.

To calculate NPS, responses are assigned to a category and used to solve for NPS.

9 or 10 = Promoters (likely to buy more, remain a customer, positively refer others)
7 or 8 = Passives
0-6= Detractors (likely to share a negative referral)
NPS = Promoters % of total - Detractors % of total

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In this example, 100 customers were surveyed and the number of responses for each rating is totaled.

To find Promoters % of total:

To find Detractors % of total:

To find** NPS:**

NPS performance varies across industries but generally the following applies:

-100 (every responder is a "detractor") to -1 = Poor

Question 4

Adding the Review Widget to a Website

Accepted Answer

Add the Review Widget to a Website Using Embed Code

To add the Review Widget to a business website using the embed code follow these steps:

Log in to your Customer Feedback Centre account.

Before you can add the Review Widget to a website using embed code you must complete the following:

Creating a Review Widget

If you have multiple locations, select the location you would like to access from within the Business Dashboard.

Navigate to the black panel on the left hand side, click on Publish > click on Review Widget

Select the Layout you would like: Vertical; Horizontal or Full page

At the bottom of the screen, click Get Embed Code.

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Copy the embed code to be placed on your website page.

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Log in to your website admin console and navigate to the page you wish to add the Review Widget to.

Paste the embed code into the HTML view of your page or another appropriate module.

Preview and publish your page. The Review Widget has been successfully added to your web page.

PRO TIP

For WordPress site instructions

Question 5

Import Customer List for a Single Location

Accepted Answer

To import a customer list for a single location follow these steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to upload a customer list for from the Business Dashboard.

From the menu go to Requests > Import Customers.

In Import Customer List click Choose File to select your file and click Open. File must be .xls, .xlsx, or .csv file format, 3MB or less, and required fields include:

First name

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When opened, the system will work to map columns found in your file to available fields in Customer Feedback Centre including:

Nothing (skip)

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Review the Belongs to: for each column found and adjust as needed. When completed, click Finish Adding Subscribers or cancel the import.

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Once your list has been uploaded and assigned, click Finish Adding Subscribers. Review the Importing Customers - Result and make note of any issues.

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Imported Customers - Customers successfully added via the upload.

Duplicate Customers - Customers not imported because they already exist in the platform and/or have not met the Repeat Customer Feedback threshold.

Invalid Customers - Customers not imported because data was missing or incorrect. Likely data issues include:

Customer Feedback Centre will check for duplicate email addresses in your list – only the first occurrence will be imported.

Repeat customers will be uploaded if the Repeat Customer Feedback threshold has been met.

Click Close to be taken back to Customer Activity. New customers are now added.

Question 6

Set the threshold for Negative and Positive Feedback

Accepted Answer

Setting the threshold for negative and positive feedback controls which landing page customers are served.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set the threshold for negative and positive feedback for from the Business Dashboard.

From the menu, go to Settings > Feedback Settings. Under Positive Feedback Threshold, choose the lowest number rating that you consider positive feedback. All ratings of that number and higher will receive the positive feedback landing page. All other ratings will receive the negative feedback landing page.

Question 7

Social Sharing

Accepted Answer

Social Sharing makes it easy to turn 1st or 3rd-party review into social media content to post to Facebook, Google Posts, Twitter, and Instagram. Select a review in Customer Activity and use the image generator to create custom graphics to share directly or download.

Create and Share Social Image

To create and share a social image from an existing 1st or 3rd-party review, follow these steps:

Login to Customer Feedback Centre

In Customer Activity, select a review to use by clicking Manage > Social Post.

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Select a review, go to Manage > Social Post to create an image in Social Sharing

In Social Sharing, use the image generator to create a custom graphic. You can select a design theme, change text size, preview your image in various sizes, and edit the social content.

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You can customise up to 10 design themes for your account. Click customise under the image preview to select a background color, upload a background image, add an image overlay, and select a text color for each theme. Click Save Themes when finished.

When you are satisfied with the design of your image, click Download graphic for each size you wish to download.

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You can also add your logo, or an image linked to your business.

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You can also share directly to Google Posts, Facebook, and Twitter. Instagram posts are currently only available by download only. Be sure to edit the social content that will accompany the image as desired. Then, select the site(s) from Social Channels and click Publish Social Post.

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Here's a video explaining how to Social Share on Facebook:

If a social channel is not available to select, complete or edit Authorisation Settings to enable.

To complete Authorisation Settings, follow these steps:

If you have already authorised Facebook, to edit settings go the User Menu in the upper right corner in Customer Feedback Centre and select Authorisation Settings. Then select Log in With Facebook and Edit Settings to include Publish as Page you manage.

Question 8

SMS Requests

Accepted Answer

Login to your Customer Feedback Centre

Send a feedback request to your customer via text message using SMS Requests. The text includes a link to your selected Request Mode that the customer can click to complete the feedback process.

SMS Request

A Reminder Email can be sent to customers who receive an SMS Request but do not reply.

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SMS Request (Short Message Service)

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Example of an SMS Request including a link to complete the feedback request.

SMS requests are text only

PRO TIP:

Question 9

Google Business Profile Authorisation

Accepted Answer

Authorise your Google Business Profile account from within Customer Feedback Centre to be able to reply directly to Google reviews from Customer Activity, Success Report, and Reviews Report.

Alert:

Create Google Business Profile Authorisation for Customer Feedback Centre

To authorise your Google Business Profile account in Customer Feedback Centre, follow these steps:

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Click +Add Authorisation.

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Select your Google account.

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Click Allow to give permission to Customer Feedback Centre to access the account. You can revoke permission at any time.

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Click Close to exit the Success screen. You will see a label, Authorised, followed by the number of accounts and any issues. Select View Details for more information.

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If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Question 10

Automatic Social Sharing

Accepted Answer

Social Sharing makes it easy to turn 1st- or 3rd-party reviews into social media content to post to Facebook, Google Posts, Twitter and Instagram. Set up an Automation and watch the reviews get automatically posted based on your set parameters.

Create a Social Sharing Automation

To create automation follow these steps:

Log in to your Customer Feedback Centre account. Select the desired location for this automation.
In the left-hand navigation bar under Publish select Social Sharing. Then click “Create Automation” under Automatic Social Sharing.

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The first thing you’ll do is Name your automation. This should be something that you remember what this Automation does, such as “5-star reviews on FB.” Click Next.

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In Step 2 you’ll select which Social Media channel you want to distribute your reviews on. Keep in mind, you’ll have to Authorise Social channels in your Settings (Google, Facebook, Twitter and Instagram) to share directly to them.

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If a social channel is not available to select, complete or edit Authorisation Settings to enable.

To complete Authorisation Settings, follow these steps:

Facebook Authorisation

Google My Business Authorisation

Twitter Authorisation

Instagram Authorisation

Next you’ll be customising your themes for this specific automation. Step 3 will ask you to create a theme of background colours or images, text size, and text colour. You can select an existing theme, update an existing theme, or create a new theme.

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In Step 4, Review Source, you’ll be choosing the source of the reviews for this automation. For instance, if you’re sharing only 1st party reviews within this Automation check 1st Party.

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Next you’ll choose the rating threshold for which you’ll be sharing reviews. For instance, if you only want to show 5-star reviews then you’ll select 5 star.

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The last item is to select the max amount of posts you want to post per given period. Share Volume allows you to select how many posts you want to share in a given day or week.

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Finally, click Save Automation.

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Note: At this time only one automation can be created per location.

Which reviews WILL be selected?

We choose the newest review (that meets our criteria to share) that hasn't been socially shared yet.
Review date is within the last week.
Review has textual content
Review has not been socially shared via Customer Feedback Centre previously (manual or automatic).
This is per location. If multiple locations monitor the same URL, each location could post the same review once each.

Which reviews WON’T be posted?

We do not post reviews that have no textual content
We do not post reviews from customers who opt-out of showing their review on the business' website
We do not post reviews that have been socially shared previously within that location
We ignore reviews older than one week to ensure we're sharing recent reviews.

If you need to View, Edit or Delete Automations simply go to your Social Sharing settings, find the appropriate Automation, and click Manage.

Support Centre

Most popular

Editing TextBack

Adding Additional Survey Questions

Net Promoter Score® (NPS)

Adding the Review Widget to a Website

Import Customer List for a Single Location

Set the threshold for Negative and Positive Feedback

Social Sharing

SMS Requests

Google Business Profile Authorisation

Automatic Social Sharing