Question 1

Customer Activity Overview

Accepted Answer

Customer Activity displays account details and metrics as well as activity, ratings, and reviews for both 1st and 3rd-party reviews. Available tools help you take action on feedback from a single screen.

Log in Customer Feedback Centre.

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Details and metrics include:

NPS/Rating

Tools include:

Filter

NPS/Rating

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Using Ultimate or Review Mode, you can request a Net Promoter Score® (NPS) from your customers. The total NPS Score is displayed at the top of Customer Activity. Individual scores received are listed in Recent Activity under NPS/Rating. Click the column header to sort by NPS/Rating.

If data is filtered, results reflect the filtered data.

Request Mode and Communication Method

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Request Mode displays the selected Request Mode for a location. The current Communication Method is also displayed and can be updated to send requests automatically or manually.

If data is filtered, results reflect the filtered data.

Monthly Requests

Monthly Requests shows the number of requests used to date and the total number of requests available per month. To adjust the total number of requests available update your subscription plan.

If data is filtered, results reflect the filtered data.

Customer Profiles

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Customer Profiles displays the total number of customer profiles.

If data is filtered, results reflect the filtered data.

Feedback

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View feedback received from 1st- and 3rd-party reviews under Feedback in Customer Activity.

Feedback displays content received from a customer for both 1st and 3rd-party reviews if available.

To view the Feedback History for a 1st-party review click the customer's name or go to Manage > View Profile for the entry you wish to view.

Status

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The Status column in Customer Activity displays the status of each entry by most recent activity.

1st-party Review Statuses

Request sent - A request (Email or SMS) has been sent but the customer has not taken action

Opened - no feedback - The customer opened the request but has not taken action

Rating received - The customer has given only a Net Promoter Score® but did not provide written review content

First Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a reminder email asking for a 3rd-party review

Second Positive Reminder Sent - A customer has given a positive Net Promoter Score® and has received a second reminder email asking for a 3rd-party review

Review received - The customer has given both a Net Promoter Score® and a 1st-party review

Click to review site - The customer has clicked a selected 3rd-party online review site (such as Google, Facebook, or Trip Advisor) displayed in the request

Unsubscribed - The customer unsubscribed from Email Requests

3rd-party Review Statuses

Review received - A customer rated your business and provided a 3rd-party review on an online review site you monitor (such as Google, Facebook, or Trip Advisor)

Source

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The Source column in Customer Activity displays the method of communication or entry for a customer and is available for 1st-party reviews only.

Source displays an icon that represents how the business interacted with a customer or how a customer interacted with your business. The Source column is only populated for 1st-party reviews and can display the following icons:

Email Request – a request will be sent via email or the customer has responded to an email request

SMS Request – a request will be sent via text message or the customer has responded to an SMS request

TextBack – a customer has been added and feedback received via TextBack

Feedback Locator – a customer has been added and feedback received via the Feedback Locator

Feedback URL – a customer has been added and feedback received via the Feedback URL

Kiosk Mode – a customer has been added and feedback received via Kiosk Mode

Filter

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The Filter in Customer Activity can be used to sort entries.

Customer Activity offers a powerful filter to assist in managing reviews. Over 25 selects are available across 4 categories including:

Location(s)

Rating Type

All Requests

Add Customer

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Add a customer directly from Customer Activity using + Add Customer.

Easily add a customer in Customer Activity using + Add Customer.

For a single location, click + Add Customer in Customer Activity to enter information and add a customer.

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Click + Add Customer in Customer Activity and enter information to add a customer.

If you have multiple locations but do not select a location in Business Dashboard, you will be asked to select a location before adding a customer when you use + Add Customer in Customer Activity.

If no location is selected you will first need to select a location when using + Add Customer in Customer Activity.

Search

Search can be used to find a customer by name, email, or phone number, job ID, or custom ID. You can also search for phrases or exact terms in review content:

I love it - results include searched phrase

Export

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Export allows you to export data in Customer Activity to a .csv or .pdf. If you have used Filter, Order by, Date Range and/or sorted by column header Export will create a .pdf or .csv of entries exactly as they are represented in Customer Activity.

Filtered 1st-Party Reviews

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Sample .pdf export showing entries in Customer Activity filtered for 1st-party reviews.

Select Customer

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Select single or multiple customers (1st-party reviews) to enable Delete and Send Feedback Request buttons

Select customers (1st-party reviews) in Customer Activity to enable Delete and Send Feedback Request buttons. Click the box in the title row to select all 1st-party entries on the page.

Manage Auto-Tagging

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Click manage Auto-Tagging in Customer Activity to edit an existing tag or create a new one.

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Manage

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Each entry in Customer Activity includes a Manage button. This button reveals a selection of actions unique to 1st and 3rd-party reviews.

Manage for 1st-party reviews includes:

View Profile

Show in Widget ON/OFF

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Replied

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First-party and Google reviews that have been replied to will be tagged with Replied in Customer Activity.

Click Replied for a 1st-party review to be taken to Feedback History in the Customer Profile to review Response History, send a message, or delete a public response.

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Click the Replied tag for a 1st-party review in Customer Activity to view Response History in Customer Profile.

Click Replied for a Google review to review, edit, or delete the response.

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Click the Replied tag for a Google review in Customer Activity to review, edit, or delete response.

Question 2

Understand Source Icons in Customer Activity

Accepted Answer

Log in to Customer Feedback Centre.

Customer Activity displays all ratings and reviews received from customers as well as any activity in your account and is organiaed by customer.

The Source column for each customer displays an icon that represents how the customer was added to Customer Feedback Centre or how they interacted with your business.

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Email Request - a request will be sent via email or the customer has responded to an email request

SMS Request - a request will be sent via text message or the customer has responded to an SMS request
TextBack - a customer has been added and feedback received via TextBack
Feedback Locator - a customer has been added and feedback received via the Feedback Locator
Feedback URL - a customer has been added and feedback received via the Feedback URL

Kiosk Mode - a customer has been added and feedback received via Kiosk Mode

Customer Activity Overview

Understand Source Icons in Customer Activity

Not many results?