Ultimate Mode
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 Mode
- Review Mode
- Direct Mode
Ultimate Request Mode
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) Request customer feedback using Ultimate Mode to help you understand your customer's experience and alert you of issues that need follow-up.
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.