Question 1

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:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/zt8zU9wDPf/Additional%20Questions.png (Additional Questions.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5t3haeKIDk/Additional%20Questions2.png (Additional Questions2.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/L1EpF5e6d4/Additional%20Questions3.png (Additional Questions3.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/RzwJSWDEo9/Additional%20Questions4.png (Additional Questions4.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OjtDCSmRUO/Screenshot%202020-06-24%20at%2016.12.19.png (Screenshot 2020-06-24 at 16.12.19.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/tgmPyBOYDY/Additional%20Questions5.png (Additional Questions5.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/lXZme19g1W/Additional%20Questions6.png (Additional Questions6.png)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0NhsznHtFf/Additional%20Questions7.png (Additional Questions7.png)

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 2

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/txBMytTWXL/Google%20terms%20of%20service.png (Google terms of service.png)

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 3

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

Question 4

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 5

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 6

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 7

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 8

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 9

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: