Question 1

Five-Star Rating in Request Modes

Accepted Answer

Some people are more familiar with the 5-star rating system than the 0-10 Net Promoter Score. NPS offers a more comprehensive look at customer experience and a larger scale to pinpoint satisfaction. That being said, different businesses may have reasons they prefer the 5-star initial rating within Ultimate or Review Modes. Learn more about request modes here.

This guide will show you how to edit your rating settings between NPS and the 5-star rating.

Log in to Customer Feedback Centre
Choose a location, if you have more than one.
Under Settings select Feedback Settings.
Once within Rating Settings you can select NPS or Stars, and set the Positive Feedback Threshold.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5FJ7u6smZ/Five-Star%20Rating%20in%20Request%20Modes%201.jpg (Five-Star Rating in Request Modes 1)

Once you choose Stars and set your threshold, you should see the 5-star scale appear on the request mode’s Review Request screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/sLVd0Fm3ht/Five-Star%20Rating%20in%20Request%20Modes%202a.jpg (Five-Star Rating in Request Modes 2a)

(Note: The initial rating, NPS or Stars, only appears on Ultimate and Review request modes.

Question 2

Rating Revision and Sending Feedback Request Again

Accepted Answer

Using Customer Feedback Centre allows a business owner to automatically request feedback from their customers.

Log in to Customer Feedback Centre.

Often times it is a small miscommunication or minor detail that can be solved easily that leads to less than positive feedback received.

Naturally, a business owner may desire to reach out again to the customer once the issue has been resolved and request the rating and feedback to be updated.

This should not be confused with "Repeat Customer Feedback" - allowing you to request feedback repeatedly from a customer.

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g1mAkVfqDq/Rating%20revision.png (Rating revision.png)

2) Send Feedback Request Button

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/WvmTxfX26a/Rating%20revision4.png (Rating revision4.png)

Five-Star Rating in Request Modes

Rating Revision and Sending Feedback Request Again

Not many results?