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

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 Mode
Review Mode
Direct Mode

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.

Five-Star Rating in Request Modes

Understanding Request Modes

Not many results?