Question 1

Setting or Changing the Organisation Type

Accepted Answer

What is the Organisation Type?

In order to define the Organisation Type let's first take a look at an important question we ask in the feedback flow of each of our Request Modes:

“How likely is it that you would recommend OUR COMPANY to a friend or colleague?”

That is the what Net Promoter Score (NPS) asks and is also the the measurement Customer Feedbadk Centre uses to gauge customer satisfaction. The NPS plays a role in all of our feedback Request Modes.

We recognise that the Organisation Type OUR COMPANY may not apply to all businesses. Customer Feedback Centre therefore allows you to choose your Organisation Type. The organisation type is the only customisable portion of the Net Promoter Score question. Altering any more would invalidate it as a NPS score result.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cT5FeT9Nw9/Organisation%20tyoe.png (Organisation tyoe.png)

When Should I Change the Organisation Type?

Anytime you believe another Organisation Type would help better identify your business.

The NPS survey question will be presented to customers during the feedback request process. By default the organisation type is set to OUR COMPANY.

A great example would be a bakery who thinks OUR COMPANY sounds to formal in the NPS survey question. If Verg's Bakery Westside changed their Organisation type to ACTUAL COMPANY NAME their new NPS survey question would read:

“How likely is it that you would recommend VERG'S BAKERY WESTSIDE to a friend or colleague?”

There are many other options available, including:

Actual Company Name
Our Agency
Our Aquarium
Our Campground
Our Church
Our Company
Our Corporation
Our Dealership
Our Event
Our Firm
Me
Our Non-Profit
Our Office
Our Practice
Our Property
Our Restaurant
Our School
Our Shop
Our Store
Us
Our Venue
Our Website

What Should I Know Before Changing?

You can set the Organisation Type on any Request Mode step that includes the NPS survey question. Here is a list of locations where the the Organisation Type can be edited:

Ultimate Mode - Feedback Request and Reminder Email templates
Review Mode - Feedback Request and Reminder Emails templates
Direct Mode - Private Feedback Landing Page template

It is important to note: you only need to set the Organisation Type ONCE as the changes will be applied to all the other templates. This change cascades to other Request Modes as well.

How Do I Change the Organization Type?

STEP ONE: you'll need to be at one of the feedback request templates that include the NPS question. For this guide we will be using the Feedback Request template from the Ultimate Request Mode. To navigate there: Settings → Request Modes

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/SrRJAQpEDV/Organisation%20type-2.png (Organisation type-2.png)

STEP TWO: click on the up/down arrows to pull down the list of Organization Types. Choose a more appropriate Organisation Type and your template will be automatically updated

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ZuU9fjux7g/Organisation%20type-3.png (Organisation type-3.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ORG3hl0rrn/Organisation%20type-4.png (Organisation type-4.png)

STEP THREE: your newly changed Organisation Type will now appear anytime the NPS survey question is shared during the feedback request step. Here is an example of the Feedback Request sent from the bakery we changed in this example:

Question 2

Understanding Request Modes

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Ultimate Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/wd3LgOrvdr/Ultimate%20Request%20Mode.png (Ultimate Request Mode.png)

Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:

Net Promoter Score
Optional Survey Questions
Customer feedback (1st-party review/testimonial)
Reviews on 3rd-party sites (choose 2-4 sites)

Net Promoter Score

The Net Promoter Score is based on a response to this question:

How likely is it that you would recommend (your company/product/service) to a friend or colleague?

Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:

Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.

Detractors (0-6): Less likely to have positive buying and referral behaviors

Passives (7-8): Behavior falls between Promoters and Detractors.

The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.

Optional Survey Questions

Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides. It's easy to add optional survey questions to Ultimate Mode.

Customer Feedback (1st-party Review/Testimonial)

You can also use customer feedback as a 1st-party Review/Testimonial. Display these reviews on your website and add valuable schema to impact SEO using available widgets.

Reviews on 3rd-party Sites

Request 3rd-party reviews from your customers. Choose up to 4 sites from over 100 online review sites, such as Google, Facebook and Checkatrade, to include in your request.

A 3-Step Process for Your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.
For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.

Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).

Step 3: After submitting feedback, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Review Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3RQE5k5zdy/Review%20Request%20ModeV2.png (Review Request ModeV2.png)

Review Request Mode is a 2-step process to request:

Net Promoter Score
Reviews on 3rd-party sites (choose 2-4 sites)

2-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.

Step 2: After selecting an NPS rating, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Direct Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cXqdc4NVOB/Direct%20Request%20Mode.png (Direct Request Mode.png)

Direct Request Mode is a 1-step process to request:

Reviews on 3rd-party sites (choose 2-4 sites)

Because Direct Mode gives customers direct access to your online review profiles we recommend only businesses with a known NPS over 80 consider using Direct Mode.

1-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select an online review profile to then leave a review.
For SMS/Text message requests, customers tap a URL that links them to the landing page where they can select an online review profile and leave a review.

Question 3

Review Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Mode

Click on Review Request Mode

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Review Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3RQE5k5zdy/Review%20Request%20ModeV2.png (Review Request ModeV2.png)

Review Request Mode is a 2-step process to request:

Net Promoter Score
Reviews on 3rd-party sites (choose 2-4 sites)

2-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.

Step 2: After selecting an NPS rating, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Question 4

Ultimate Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Mode

Click on Ultimate Mode

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Ultimate Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/wd3LgOrvdr/Ultimate%20Request%20Mode.png (Ultimate Request Mode.png)

Ultimate Request Mode is a 3-step process for your customer so that you can quickly capture complete customer experience data for your business including:

Net Promoter Score
Optional Survey Questions
Customer feedback (1st-party review/testimonial)
Reviews on 3rd-party sites (choose 2-4 sites)

Net Promoter Score

The Net Promoter Score is based on a response to this question:

How likely is it that you would recommend (your company/product/service) to a friend or colleague?

Customers select a rating of 0-10 with 0=Not likely and 10=Very likely and fall into one of the following categories:

Promoters (9-10): Likely to buy more, remain a customer for longer and make more positive referrals to other potential customers.

Detractors (0-6): Less likely to have positive buying and referral behaviors

Passives (7-8): Behavior falls between Promoters and Detractors.

The objective of NPS is to predict customer loyalty and claims to be correlated with revenue growth.

Optional Survey Questions

Ask your customer up to 4 additional questions using a 0-10 rating scale to gather more specific information than what the Net Promoter Score provides. It's easy to add optional survey questions to Ultimate Mode.

Customer Feedback (1st-party Review/Testimonial)

You can also use customer feedback as a 1st-party Review/Testimonial. Display these reviews on your website and add valuable schema to impact SEO using available widgets.

Reviews on 3rd-party Sites

Request 3rd-party reviews from your customers. Choose up to 4 sites from over 100 online review sites, such as Google, Facebook and Checkatrade, to include in your request.

A 3-Step Process for Your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select a Net Promoter Score rating in the email that links them to Step 2.
For SMS/Text message requests, customers tap a URL that links them to Step 2 where they select a Net Promoter Score rating.

Step 2: A landing page is served that includes up to four optional survey questions and an open text field to generate customer feedback and 1st-party reviews (testimonials).

Step 3: After submitting feedback, customers are served a page that includes links to selected 3rd-party review sites. As a result of the rating received, a positive or negative page version is served.

Question 5

Direct Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

Click on Direct Modes

Customer Feedback Centre offers three Request Modes to easily capture feedback and reviews from your customers. This guide explains the capabilities of each request mode so you can understand which one is right for your business.

Direct Request Mode

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cXqdc4NVOB/Direct%20Request%20Mode.png (Direct Request Mode.png)

Direct Request Mode is a 1-step process to request:

Reviews on 3rd-party sites (choose 2-4 sites)

Because Direct Mode gives customers direct access to your online review profiles we recommend only businesses with a known NPS over 80 consider using Direct Mode.

1-Step Process for your Customer

Step 1: Send a feedback request to your customer via email or SMS/text message.

For email requests, customers select an online review profile to then leave a review.
For SMS/Text message requests, customers tap a URL that links them to the landing page where they can select an online review profile and leave a review.

Question 6

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0CHr9WZKmA/SMS%20Request.png (SMS Request.png)

SMS Request (Short Message Service)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CY2o7y5xyh/SMS%20Request2.png (SMS Request2.png)

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

SMS requests are text only

PRO TIP:

Question 7

Adding the Review Badge 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 Review Badge 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 Review Badge embed code for from the Business Dashboard.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/O99wfj6RhM/Review%20Badge.jpg (Review Badge (1).jpg)

Login to your WordPress site and go to Plugins > Testimonial 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 to Save Review Code >>.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/U35CeJuKXP/Review%20Widget%20WordPress3.jpg (Review Widget WordPress3.jpg)

You will have created a shortcode shown under My Existing Embed Shortodes: to use to place the Review Badge on a page of your WordPress website. Using your cursor, select and copy the shortcode.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YyaTND7jkx/Review%20Widget%20WordPress4.png (Review Widget WordPress4.png)

Go to the section/s of your WordPress site you want to add the Review Badge to and paste the shortcode into that section or other appropriate module. Preview and publish the page. The Review Badge has been successfully added to your web page.

PRO TIP:

Question 8

Downloading all Data and Reviews

Accepted Answer

Customer Feedback Centre does not hold your feedback or customer contacts hostage. You can export a complete customer list with all feedback data at any time.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to export data for from the Business Dashboard.

From the menu, go to Reports > NPS Report and click the Customer CSV Export button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/1mzaJFYGtU/Exporting%20data.png (Exporting data.png)

To export all customer data, select Export Everything, set the date range to Lifetime, and click the Download CSV button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Q00bvc1011/Exporting%20data2.png (Exporting data2.png)

PRO TIP:

Question 9

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 10

How to reset a Password

Accepted Answer

Go to the login page

Type in your email address

Click Forgot Password

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/IPZCPofy02/Reset%20password.png (Reset password.png)

You will receive an email, please follow the instructions in your email.

> PRO TIP

Please check your SPAM/JUNK folders for the email