Question 1

Feedback Settings

Accepted Answer

When first setting up your account, and perhaps later while testing or trying new strategies, it’s recommended users check the settings on the Feedback Settings page. Some basic settings are found here related to the feedback customers will leave your business and the appearance of certain request functionality.

The Feedback Settings provide options at the Business level. To navigate to the Feedback Settings Page

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Feedback Settings of from the Business Dashboard.

In the left-side menu, expand the "Settings" options and select "Feedback Settings"

You'll first see from the image below Sending Settings. This is the Sender Email, or who the email review request will come from. This is really the "reply-to" email so choose an email that can accept replies if a customer were to respond to the email review request.

Next is Repeat Customer Feedback settings. This setting is related to how soon a customer could receive a 2nd feedback request. For example, if the toggle is ON the customer could receive additional feedback requests. The days threshold shows the minimum number of days between requests. In the example below the business would not send out more than one request to the same customer within 30 days.

Default Send Method is how the business prefers to send out review requests. They can choose email, SMS or to send both simultaneously.

The business can also choose the Reminder Type for SMS Requests. Businesses can send reminders as emails or as SMS.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KchI5JEpyz/Feedback%20Settings%202.png (Feedback Settings 2)

Each location has the ability to choose their Feedback Rating Type. We offer Net Promoter Score (NPS) which is a 0-10 score. NPS is popular among multi-location brands who want a deeper, more granular look at customer sentiment.

We also offer a 5-star rating scale as a Feedback Rating Type. Stars are popular with service businesses who want a cohesive rating experience with online review sites.

There’s an additional setting for when to show the positive landing page when in Ultimate or Review modes. It will indicate the 0-10 if NPS is chosen, or 1-5 if Stars are chosen.

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)

Feedback Settings

Rating Revision and Sending Feedback Request Again

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