Question 1

How to send a "Rating Revision" Option

1) Rating Revision Button

Click the customer name in the customer dashboard and locate the "Rating Revision" button in the customer profile. Only the latest feedback (the revised feedback) will be stored in the system.

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2) Send Feedback Request Button

Click the checkbox next to the customer name and click the "send feedback request" button in the customer dashboard.

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Question 4

Google Q&A Monitoring

Accepted Answer

Google Q&A was introduced in August 2017. This Google feature allows users and businesses to share questions and answers. These questions and answers appear on a business’s Google Knowledge Panel and Maps page.

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Appearing in both the Google Knowledge Panel for a brand search and the Local Finder for a keyword search in all browsers and in Google Maps for Android ensures the questions and answers are often presented as soon as a potential customer performs a relevant brand search. This is an important communication channel that should not be neglected.

As user-generated content, Google Q&A can impact your online reputation. It is important for any business to be aware and respond to their Google Q&A.

How Does Customer Feedback Centre Leverage Google Q&A?

We offer the ability for businesses to monitor, report and productively engage with the Google Questions & Answers that are appearing on your brand page at Google.

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Here is how Customer Feedback Centre achieves this:

Automatic setup: We will immediately start monitoring your Google Questions & Answers.

Email alerts: Whenever we find a new question or a new answer on any of your locations we will alert you via an email so that you can stay in front of them. We even notify you if the questions you reported to Google have been removed.

Google Question and Answer Dashboard: We will provide the ability to see all of your locations’ question and answers in one place, simply, quickly and easily. You will be able to filter in numerous ways, to just focus on the particular locations or questions of concern.

Multi-location workflow: Staying on top of Questions & Answers is easy with our optimised workflow that allows you to quickly and easily respond to legitimate questions, report those that violate Google’s TOS and indicate to others in your work group that the job has been accomplished.

How can the Google Q&A Report benefit me?

Google Q&A can appear directly on the front page of a Google brand search for every business with at least one question. If the question has at least one thumbs up (an up-vote) then the question can show directly in search. The question with the most up-votes is the one that will show. This can directly enhance your business's reputation with crowd sourced affirmation.

Having questions on the business's Google Knowledge Panel can ease the customer journey. By answering commonly posed questions the business can help potential customers make an informed and immediate decision.

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Using Google Q&A, the business can clearly define what they do and do not offer. Time is saved for the business owner by reducing the number of unqualified customers making contact. Customers, on the other hand, save time by ensuring the potential business meets their needs.

Customer Feedback Centre's Google Q&A feature delivers a powerful new reporting tool to any sized business.

How Do I Setup the Google Q&A Report in Customer Feedback Centre?

Google Q&A is automatically turned on for every Customer Feedback Centre subscription of Pro Plan. To take advantage of the report the business location must currently be monitoring Google reviews in their Online Review Links settings of Customer Feedback Centre.

If you would like more information on enabling Google review monitoring, see our user-guide: Setting up Online Reviews Links.

How Do I Use the Google Q&A Report?

How to access the report: You access the Google Q&A Report by navigating: Reports --> Q&A Report.

If you are unable to access the report see the above section How Do I Setup the Google Q&A Report in Customer Feedback Centre?

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What business locations appear in report?

Your login to Customer Feedback Centre will determine which locations are displayed within the report.

For example, the Google Q&A Report will display just the business locations assigned to a User. In the case of the Account Owner, the Google Q&A Report will display all of their business locations.

How do I look at Google Q&A results for a specific business location, label or status?

You can filter the Google Q&A report by Location, Label or Status allowing you to view only the data you want. You can also use the Search field to find a business, sentiment, or any keyword.

For example, if you wanted to filter by a specific location you would follow these steps:

In the Filter By section click on the Location button.
Check the box(es) for the locations you wish to view.
Click the Filter button at the bottom of the drop-down menu.

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Managing with the Open/Close/Reported flag: Click on the Status menu to flag an instance as open, closed, or reported. Here is the most common way the flags are used:

Open: used to flag unanswered questions

Closed: used to flag answered questions

Reported: used to flag Q&A instances that have been reported to Google for removal

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How to export your Google Q&A data:

You can download a CSV of your Google Q&A data at anytime by clicking the Download CSV button at the top right of the report.

PLEASE NOTE: Your export file will be affected by any active filters. To export all Google Q&A data be sure to clear all active filters.

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Can Customer Feedback Centre Notify Me When I Receive New Q&A Activity?

Customer Feedback Centre can send an Alert Notification email when new Google Q&A activity is detected for a business. Alert emails can be sent to the Account Owner, Business Owner, Users or any Additional Alert Recipients you’d like.

Question 5

Review “Gating” and Google’s Terms Of Service For Review Requests

Accepted Answer

On April 12th, 2018 Google updated their terms of service (TOS) to include the following language.

“Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”

This update to their TOS is rooted to the practicing of “review gating”, where your review process keeps unhappy customers from writing online reviews on Google while allowing happy customers access. Review generation services have used many ways to gate consumers including thumbs up or down, 5 star ratings and Net Promoter Score.

Google is simply after all customers having the same experience when being asking for an online review. (Note that Trip Advisor also has this same item in their TOS)

Is Customer Feedback Centre in compliance with this “gating” guideline from Google?

Yes. All three of our modes (Ultimate Mode, Review Mode and Direct Mode) are in compliance. While our Ultimate and Review Modes capture Net Promoter Score in the first step with the consumer, they are not “gated” from the review links. Consumers are presented with the online review links no matter how they rate the Net Promoter Score question, but we do use NPS to personalise the process to the consumers happy or unhappy indication.

Our team directly met with the Google My Business team and received approval for our Request Modes according to Google’s guidelines.

Below is the new "Negative Landing Page" that meets Google's TOS and still offers the opportunity for unhappy customers to talk directly to you. The Positive Landing Page is unaffected by this TOS update. Our sample image is annotated with descriptions of each updated item below for the Negative flow.

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Specific details for the negative landing page and flow

Google's update calls for all customers to have the same experience, that means the same steps or features in the unhappy customer process as noted above. Our default setting is customers rating you a 0-6 would get the Negative flow, but you can change this setting as you wish.

Your Negative Landing Page will have personalised content. Our stock content has an apology and request to obtain more direct feedback. This personalisation of content is OK with Google, and is not "gating".
A "Direct Feedback" button for unhappy customers will appear above the Online Review Sites. When a customer clicks this button they will be taken to an additional open text field to capture private feedback from them to you. Once they submit that form, the process is over for them.
Online Review sites appear on the Negative Landing Page, just the same as the Positive Landing Page. This is the Google TOS requirement.

Additional request mode options

In addition to the items we have called out above, please note the following feature additions to your modes and steps in each mode.

The ability to turn copy/paste functionality ON or OFF. If you turn it ON, it will appear in both Positive and Negative landing pages, the same for OFF (both pages). This is to ensure the "same experience" required by Google's TOS update.

Question 6

Performance Report

Accepted Answer

The Performance Report provides a summary of ratings, reviews, and requests for a single location in real-time. You can also receive a copy of the report via email on a weekly or monthly basis.

Understanding the Performance Report

The Performance Report displays metrics for a single location including Net Promoter Score®, survey questions, reviews, and requests. By default, the date range for the report is set to Lifetime but it can be adjusted.

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The Performance Report displays metrics for NPS, survey questions, reviews, and requests

Net Promoter Score®

The metrics displayed for the Net Promoter Score® (NPS) include the current rating, NPS breakdown, and month-to-month change for a single location.

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The Performance Report displays the current Net Promoter Score® for a location

The current Net Promoter Score® is assigned to a performance category. NPS performance varies across industries but generally the following applies:

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

The NPS Breakdown shows the total number of responses and how many are Promoters, Passives, or Detractors in order to display how NPS is calculated.

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NPS Breakdown is included in the Performance Report to display how the Net Promoter Score® is calculated

NPS month-to-month tracks the total number of respondents that answered the NPS question for a business location in a given month and the calculated NPS score of those replies.

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NPS Month-to-Month tracks the NPS score of new replies received in a given month

Survey Questions

If your location is set to Ultimate Request Mode and you add additional survey questions, the Performance Report displays the average rating received for each question.

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See survey results under Survey Questions Ratings in the Performance Report

Reviews

Reviews displays a location's progress on 3rd-party review sites. The sites you request reviews to are listed and metrics include; overall rating, total reviews, and the number of reviews received since starting Customer Feedback Centre.

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Requests

Activity metrics for Email Requests and SMS Requests are available in the Performance Report under Feedback Process. The number of requests sent and opened, the total number of 1st-party ratings and/or reviews received (Feedback Received), and the number of clicks to review sites are displayed.

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Activity metrics, including total requests sent and feedback received, for email and SMS requests are displayed under Feedback Process in the Performance Report

The default setting is set to display All Feedbacks, however, you can select to display activity metrics for "Only Email" or "Only SMS".

Additional Entry Points

Additional Entry Points displays the total number of customers that have left feedback using the Feedback URL, Kiosk Mode, Feedback Locator, or Feedback URL with Campaign Tracking.

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Adjust Date Range of Performance Report

By default, the date range of the Performance Report is set to Lifetime. Additional selects are available and include:

Lifetime

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Change the date range of the Performance Report to reflect metrics for the selected timeframe only

Access and Export the Performance Report

To access and export the Performance Report follow these steps:

Log in to your Customer Feedback Centre account.

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Receive the Performance Report via Email

To receive the Performance Report via email follows these steps:

From the menu, go to Settings > Notifications.

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Complete the following:

Check Send performance report

Question 7

Add the Tag Widget to a WordPress Site

Accepted Answer

If you have completed setting up the Review Widget and installed the WordPress plugin follow these steps to add the Tag Widget to your WordPress website.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Tag Widget embed code for from the Business Dashboard.

From the menu go to Publish > Tag Widget and click Get Embed Code to copy the embed code.

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Login to your WordPress site and go to Settings > Customer Feedback Centre Widget.

Enter a title or name for your widget and paste the embed code into Step 1 - Obtaining a new or additional Embed Code. Click Click to Save Review Code >>.

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You will have created a shortcode shown under My Existing Customer Feedback Centre Embed Shortcodes: to use to place the Tag Widget on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the page of your WordPress site you want to add the Tag Widget to and paste the shortcode into a paragraph or other appropriate module. Preview and publish the page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 8

Conversion Pop-up

Accepted Answer

What is the Conversion Pop-Up?

Our Conversion Pop-Up is an eye-catching rotation of your best and most recent online reviews. Designed for both desktop and mobile web experiences you can start marketing your reputation the moment customers arrive on your website to drive more visitors to take action.

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The Conversion Pop-Up is seen in the lower left corner of page and rotates through recent reviews.

The small popup window rotates through your last 30 reviews (both 1st- and 3rd-party) and requires a minimum of 3 valid reviews to display.

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The Conversion Pop-Up neatly displays on mobile for social proof across all devices. Although there is an option to swtich off the Conversion Pop-Up on a mobile from within the Customer Feedback Centre dashboard.

Why should I use the Conversion Pop-Up?

The Conversion Pop-up is designed to add social proof to your website to help strengthen the trust of a visitor. Unlike the Review Widget, the pop-up does not have review schema or any other SEO or ranking benefits. Its job is to be a visual magnet that allows you to market your happy customers to your next customer.

How do I set up or edit the Conversion Pop-Up?

To set-up the Conversion Pop-up follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set-up the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

Edit the following settings as desired:

URLs to display your Conversion Pop-Up on - Type in full or partial URLs where you would like your Conversion Pop-Up to be displayed.
URL match type - Choose whether the Conversion Pop-Up should display on webpages if the URL matches exactly (Exact Match) or partially (Contains).
Click-through URL - The Conversion Pop-up is clickable. Set the URL it will link to here.
Apply tags - If you use Tags you can apply an existing one to the Conversion Pop-up to filter the reviews displayed. This field is optional.
Display 1st-party reviews at or above: - Choose to display 1st-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Display 3rd-party reviews at or above: - Choose to display 3rd-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Show on mobile devices: - Choose to display the Conversion Pop-Up on mobile devices using the ON/OFF toggle. If set to ON, select to display the pop-up at the Top or Bottom.

All changes are auto-saved.

How do I install the Conversion Pop-up on my website?

To install the Conversion Pop-up on any website you will need the embed code. First, follow these steps to get the embed code:

Log in to your Customer Feedbak Centre account.

If you have multiple locations, select the location you would like to install the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

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

Click Copy Embed Code.

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Next, select one of the following for steps to install the Conversion Pop-up:

Install using HTML

To install the Conversion Pop-up on a website using HTML paste the embed code into your website code in a site-wide element like the header or footer.

When installed correctly, changes to the Conversion Pop-up made in Customer Feedback Centre automatically update the pop-up on the website. You do not have to touch the code on your website again.

Install on a WordPress site

To add the Conversion Pop-Up to a WordPress site follows these steps:

Log in to WordPress.

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In WordPress Edit Themes click on Theme Footer (footer.php) to open the footer.php file.

In the footer.php file place the Conversion Pop-Up embed code just BEFORE the tag. The tag can be found near the bottom of the file.

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In the footer.php file place the Conversion Pop-up embed code just before the tag.

Click Update File to save the changes.

Question 9

Add the Tag Widget Using Embed Code

Accepted Answer

If you have completed setting up the Review Widget and your website builder accepts embed code, follow these instructions to add the Tag Widget to your website:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Tag Widget embed code for from the Business Dashboard.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OrxY76u1Iw/Review%20tag%20widget.png (Review tag widget.png)

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

Log in to your website builder and navigate to the page you wish to add the Tag Widget to. Paste the embed code into the HTML view of your page or another appropriate module. Preview and publish your page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 10

Optimised Templates and Default Content

Accepted Answer

Templates for Email Requests and landing pages in all Request Modes are optimised for the consumer mobile experience including:

Ultimate Mode Default Content
Review Mode Default Content
Direct Mode Default Content
Automatic Logo Height/Width
Reduced vertical spacing
Auto-scrolling

Ultimate Mode Default Content

The default content for Ultimate Mode is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Thank you for using our services here at [business name].

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please answer a couple of questions about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute to answer a few important questions. Thanks!

Feedback Landing Page

Body:

We have just a couple more questions to help us understand if we met your expectations.

Thank you, please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your online review!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body 1:

We’re sorry

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 2:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email - Apology

Subject:

We’re sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Review Mode Default Content

The default content for Review Mode feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Review Mode at your convenience:

Feedback Request

Subject:

Can you help?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

Please tell us about your experience.

First Reminder Email - Feedback Request

Subject:

We’d love to get your feedback!

Body:

Your satisfaction is important to us [customer first name*]. Please tell us about your experience.

In Customer Feedback Centre, highlight and right-click to insert [hook]

Second Reminder Email - Feedback Request

Subject:

Your honest feedback please

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body:

We wanted to make one last attempt to get your feedback. It will take just a minute. Thanks!

Positive Landing Page - Review Request

Body 1:

Thank you, please leave an online review.

Body 2:

If you prefer to share your feedack directly with us, please click below.

1st Positive Email - Review Request

Subject:

One last favour

Body:

Thanks for your feedback [customer first name*]. We'd love it if you took another minute to post an online review.

In Customer Feedback Centre, highlight and right-click to insert [hook]

2nd Positive Email - Review Request

Subject:

Share your experience!

Body:

We'd love it if you wrote an online review to share your experience, it really matters to us. Thanks!

Negative Landing Page - Apology

Body:

We're sorry...

We appreciate your feedback and when it’s not outstanding we want to follow up and see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body:

Please tell us more.

Please share any additional details of your experience so we can follow-up with you.

Direct Negative - Feedback Submission Confirmation

Body:

Thank you!

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body:

Dear [customer first name*],

Your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Direct Mode Default Content

The default content for feedback templates is concise to direct a customer to take action.

To edit content go to Requests > Request Modes and click Edit for the email or landing page you wish to edit content for.

Use the following default content for Ultimate Mode at your convenience:

Review Request

Subject:

Hi [customer first name*], we'd love a review

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

We'd love it if you wrote an online review to share your experience. Thanks!

If you prefer to share your feedack directly with us, please click below.

First Reminder Email - Review Request

Subject:

We have a favour to ask

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 1:

Will you share your experience by writing a review? It's important to us. Thank you!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Second Reminder Email - Review Request

Subject:

Share your review online!

Body 1:

We'd love it if you wrote a review to tell others about your experience. It really matters to us. Thanks!

Body 2:

If you prefer to share your feedack directly with us, please click below.

Private Feedback Landing Page

Body 1:

Please share more about your experience.

Body 2:

How did you feel about your experience with us?

Positive Landing Page - Review Request

Body 1:

Thank you!

Body 2:

Please leave an online review.

1st Positive Email - Review Request

Subject:

One last favour

Body 1:

Thanks for your feedback [customer first name*]. Would you take another minute to post a review?

In Customer Feedback Centre, highlight and right-click to insert [hook]

Body 2:

It’s so valuable to our business and helping others find us.

Thank you in advance,

[your name*]

In Customer feedback Centre, highlight and right-click to insert [hook]

Negative Landing Page - Apology

Body 1:

We’re sorry …

Body 2:

We appreciate your feedback and when it’s not outstanding we want to follow up to see what we could have done better. We will reach out to address your feedback.

Please share any additional details of your experience so that we can follow-up with you.

Direct Negative Feedback Page

Body 1:

Please tell us more.

Body 2:

Please share any additional details of your experience so we can follow-up with you.

Direct Negative Feedback - Submission Confirmation

Body 1:

Thank you!

Body 1:

We appreciate you taking the time to leave us your feedback. We will review it as quickly as possible and follow-up with you.

Negative Email Apology

Subject:

We're sorry

Body 1:

Dear [customer first name*], your time and feedback are greatly appreciated. We are very sorry to learn that your experience with us did not meet your expectations.

We will be following up with you so we can better understand what happened and how to be of help.

Sincerely,

[your name*]

In Customer Feedback Centre, highlight and right-click to insert [hook]

Automatic Logo Height/Width

Uploaded images are automatically resized proportionately to a maximum width of 240px OR height of 130px to ensure your brandmark is appropriately displayed.

Vertical logos are automatically resized to a maximum height of 130 px

Tags

Understand Source Icons in Customer Activity

Rating Revision and Sending Feedback Request Again

Google Q&A Monitoring

Review “Gating” and Google’s Terms Of Service For Review Requests

Performance Report

Add the Tag Widget to a WordPress Site

Conversion Pop-up

Add the Tag Widget Using Embed Code

Optimised Templates and Default Content