Question 1

QR Code (Unique Code with URL)

Accepted Answer

Log in to your Customer Feedback Centre account.

We've created a QR code out of the Feedback URL for easy use and implementation. This feature is now available at the location level within Feedback Settings.

The "Feedback URL" is unique to your location and can be added to websites, posted to social media, email signatures, email newsletters, existing survey forms as well as printed media, invoices, bills, tabs, receipts, and business cards. It does not require you to know the customers email or name.

To access the QR code:##

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/UUhDvExhyD/QR%20Code.jpg (QR Code)

Simply Download the QR Code and add where applicable to generate more reviews with a modern tool customers will understand.

Question 2

Smart Insights

Accepted Answer

Smart Insights

Smart Insights was designed to help you take action on the mountains of feedback and review data you’ve worked so hard to grow. Smart Insights uses artificial intelligence (AI) to analyze your customer feedback and draw out insights regarding what is going well and what could be improved.

Here’s how to generate your Smart Insights:

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Click Generate Your Insights

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/F9Q1luyIZh/Smart%20Insights%201%28a%29.png (Smart Insights 1(a))

Next you’ll see the below message. It can take a few minutes for the report to be generated. But don’t worry, you can navigate away and come back to find your insights waiting for you.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5crMWddVGw/Smart%20Insights%201%28b%29.png (Smart Insights 1(b))

The Smart Insights report generates 5 examples of “Where you’re crushing it” or things you’re doing well and 5 “Areas for improvement.” Read through the insights and take action to make your business even better, or to highlight what customers love.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xvu95BADKy/Smart%20Insights%202.png (Smart Insights 2)

You can download this report into a pdf by clicking the down arrow graphic in the top right. You can also regenerate the report for new or different insights.

As stated above, we’d love your feedback on this feature and the insights generated. At the top, click the Send feedback link and fill out the short, two-question survey.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/q06xkBdEWu/Smart%20Insights%203.png (Smart Insights 3)

About Smart Insights

Privacy

Question 3

Add the Tag Widget to a WordPress Site

Accepted Answer

If you have completed setting up the Review Widget and installed the WordPress plugin follow these steps to add the Tag Widget to your WordPress website.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to access the Tag Widget embed code for from the Business Dashboard.

From the menu go to Publish > Tag Widget and click Get Embed Code to copy the embed code.

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Login to your WordPress site and go to Settings > Customer Feedback Centre Widget.

Enter a title or name for your widget and paste the embed code into Step 1 - Obtaining a new or additional Embed Code. Click Click to Save Review Code >>.

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You will have created a shortcode shown under My Existing Customer Feedback Centre Embed Shortcodes: to use to place the Tag Widget on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the page of your WordPress site you want to add the Tag Widget to and paste the shortcode into a paragraph or other appropriate module. Preview and publish the page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 4

Customer Feedback Centre and GDPR Compliance

Accepted Answer

Customer Feedback Centre and GDPR Compliance

As of 19 December 2022

Customer Feedback Centre takes data privacy very seriously, and we view the GDPR as an opportunity to enhance our commitment to data protection for the benefit our customers.

In effect from 25 May 2018, Customer Feedback Centre will Process Personal Data in accordance with GDPR requirements.  https://gdpr-info.eu/

1) Does GDPR affect me and my business?

If you have customers in the EU, plan to have customers in the EU - then yes.

2) My Business is not not based in the EU - do I need to be GDPR compliant?

Any business that collects, processes or handles data from the EU will need to comply with the GDPR regardless of whether they are physically located within the EU.

This said, we are not able to provide legal advice and highly recommend that you refer to your legal counsel or an applicable data supervisory authority for full details on whether you will need to comply to the GDPR.

You may find the following two resources helpful.

**1) Whitecase.com GDPR Handbook

2) EDPS.EU

3) If the Customer Feedback Centre is GDPR compliant, does this also mean that my business is GDPR compliant because we are a Customer Feedback Centre client?

All data you collect using Customer Feedback Centre via Kiosk Mode and Unique Feedback URL is GDPR compliant as of 25 May 2018.

However, we cannot confirm that any customer data collected and processed outside of our platform and prior to importing into the Customer Feedback Centre is GDPR compliant.

In other words: If "you" upload a customer list or add a customer manually, we cannot confirm that "you" obtained GDPR compliant customer permission first.

4) What should I do about my legacy contacts?

New and explicit permission will have to be obtained before sending emails or text messages to your legacy contacts using the Customer Feedback Centre "unless" you have record of their consent to receive such communication from you.

Checklist:

#1) Check your workflow, signup and other processes to ensure that all customer information and data is in compliance with the GDPR.

#2) Check your privacy policies, terms of service and other publicly visible pages detailing your service to ensure that you are transparent about collecting, sharing and usage of your customer data.

#3) Your customers have the right to know how their personal data is being processed. Clearly define all processing activities by you and disclose any third parties processing on your behalf.

#4) Check your forms to ensure the above mentioned information is available and provided when collecting new customer information.

5) Where does the Customer Feedback Centre store and process data?

We use EarlyEcho LLC to process and store data within AWS Data Centre in the United States.

By using the Customer Feedback Centre, you agree and acknowledge your data will be processed outside of the EU.

6) Does GDPR apply to UK Businesses?

Until March of 2019, the UK remains an EU member state, so GDPR compliance applies to business based in the UK, or those collecting and processing data from the UK.

7) Does the Customer Feedback Centre offer a Data Processing Agreement?

GDPR law specifies that the Controller (you) is responsible for Data Processing Agreements (DPA) with third party processors you may use.

You, as the controller would need to specify the subject matter, nature and purpose of the processing for "your" customers.

We as processor act only upon a controller’s instruction according to GDPR laws. Please submit your DPA to us via support@customerfeedbackcentre.co.uk.

8) I have further questions about the Customer Feedback Centre and GDPR

We are happy to answer any questions you may have. Please email us at support@customerfeedbackcentre.co.uk

9) Additional GDPR Compliance Information

1) In effect from 25 May 2018, the Customer Feedback Centre will Process Personal Data in accordance with GDPR (General Data Protection Regulation) requirements. https://www.eugdpr.org/

2) Customer Feedback Centre is a “processor” by definition of the GDPR.

Definition: A processor is a natural or legal person or agency that processes data on behalf of a controller. “Processing” is defined very broadly in the Directive to include collection, use, storage, manipulation, disclosure, disposal, and virtually any other action with personal data.

Customer Feedback Centre processes data as delegated by the “controller”.

Definition: A controller is as the natural or legal person or public agency that “alone or jointly with others” determines “the purposes and means of processing” personal data.

The GDPR defines the data controller as the principal party for responsibilities such as collecting consent, managing consent-revoking and enabling right to access. A data subject who wishes to revoke consent for his or her personal data therefore will contact the data controller to initiate the request.

3) Data Protection Impact Assessment. In effect from 25 May 2018, upon Customer’s request, Customer Feedback Centre (processor) shall provide Customer with reasonable cooperation and assistance needed to fulfill Customer’s obligation under the GDPR to carry out a data protection impact assessment related to Customer’s use of the Services, to the extent Customer does not otherwise have access to the relevant information, and to the extent such information is available to Customer Feedback Centre.

4) Customer Feedback Centre shall return Customer Data to Customer and, to the extent allowed by applicable law, delete Customer Data in accordance with the procedures and timeframes specified by the GDPR.

5) Notification of Sub-processors and Objection Right for New Sub-processors. Customer acknowledges and expressly agrees that the Customer Feedback Centre does engage with Sub-processors and that the Customer Feedback Centre may engage in new Sub-processors at any time. All current Sub-processors have expressed their intention to be GDPR compliant by May 25th. List of current Sub-processors: SendGrid for Email delivery, Twilio for SMS delivery, EarlyEcho LLC with AWS DataCenter in the United States, Stripe for card payment processing, EazyCollect for direct debit processing, Salesmate.io for telecommunication, welcome and marketing emails.

6) Customer Feedback Centre maintains security incident management policies and procedures and shall notify Customer without undue delay after becoming aware of the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Customer Data, including Personal Data, transmitted, stored or otherwise Processed by Customer Feedback Centre or its Subprocessors of which Customer Feedback Centre becomes aware (a “Customer Data Incident”).

Customer Feedback Centre shall make reasonable endeavours to identify the cause of such Customer Data Incident and take those steps as Customer Feedback Centre deems necessary and reasonable in order to remediate the cause of such a Customer Data Incident to the extent the remediation is within Customer Feedback Centre’s reasonable control. The obligations herein shall not apply to incidents that are caused by Customer or Customer’s Users.

**7) **Information collected by Account Owners and Users. Account owners and Users can store data that may contain Personal information in “Customer Notes”, “JobID”, “ExtraField” and “CustomField”. Customer Feedback Centre has no direct relationship with the individuals whose Personal Data it hosts as part of those entry fields. Each Account owner is responsible for providing notice to its customers and third persons concerning the purpose for which the Personal Data is stored and how this Personal Data is processed.

8) Information collected by Customer Feedback Centre. Customer Feedback Centre collects the name, email address, mailing address, mobile phone number, and credit card information and bank account details upon signup. Customer Feedback Centre uses this information for administrative purposes and billing. Customer Feedback Centre may also use the information to understand and analyse usage and preferences in order to improve the product and functionality. Data is only used in anonymised or aggregated form.

9) In compliance with GDPR Article 37 the Customer Feedback Centre has a designated DPO (Data Protection Officer) available for inquiries from data subjects on issues relating to data protection practices, withdrawal of consent, the right to be forgotten, and related rights. Please contact support@customerfeedbackcentre.co.uk

Question 5

Positive Feedback – What should I do?

Accepted Answer

Question:

"I’ve been asking customers for feedback, and it is starting to roll in. Some of the responses are really uplifting - I didn’t even know your customers felt that way! But what should you do when you receive it?"

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Answer:

One of the great things about proactively asking for and tracking feedback is that it helps you identify your best, happiest customers. Many times, these people are your best advocates - and they are telling their family and friends about you.

The value of these customers is unlimited - not only will they come back to you time and time again with new business, they will also recommend you to others!

By using Customer Feedback Centre an automated customisable "Thank You" email will have already gone out to the customer, but it is a good idea to identify your most loyal customers and make sure they know you appreciate them.

Here are a few suggestions on what you could do for them in addition to having Customer Feedback Centre send out a Thank You email:

1- Send them a hand-written thank you note

2- Send them a discount or a coupon

3- Invite them to a special event

4- Ask them to vote on a favorite charity and make a donation

5- Ask if they would be willing to be profiled

If the customer left you a positive "Online Review" make sure to comment on the review with a personal "Thank you" if the online review platform allows you to do so.

Question 6

Direct Mode

Accepted Answer

Login to the Customer Feedback Centre.

Click on Requests

Click on Request Modes

Click on Direct 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.

Direct Request Mode

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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.

Question 7

AutoReply - Automatic review responses

Accepted Answer

AutoReply - Automatic review responses

AutoReply: Effortless Positive Review Responses

Powered by SmartReply, our AI-generated review response tool, AutoReply makes responding to positive 3rd-party reviews a breeze. These automatic positive review responses ensure that every satisfied customer receives a personalized response, enhancing engagement and fostering stronger connections with your client base.

Set up AutoReply

Log in to your Customer Feedback Centre account
Go to Settings > Auto-Replies. For multi-location accounts first choose the location for which you will enable AutoReplies.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FNAEUuhD1d/Auto%20Reply%201.jpg (Auto Reply 1)

Authorsze Google & Facebook to use AutoReply to automatically send positive review responses on those platforms.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yom8YosD03/Auto%20Reply%203.jpg (Auto Reply 3)

Next, select which reviews will trigger an AutoReply

Set the Rating Threshold for which reviews will receive an AutoReply

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ex1eR9ssZQ/Auto%20Reply%204.jpg (Auto Reply 4)

Finally, review the important AI-related information.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qre76E2VGR/Auto%20Reply%205.jpg (Auto Reply 5)

**Note: **The toggle for Personally Identifiable Information (PII) scrubbing is OFF by default meaning the data is NOT scrubbed for PII by default. Toggle this ON if the business prefers to scrub all PII from the review content before sending to the AI platform.

**Use discretion: **Certain industries, such as healthcare and legal, have strict rules and guidelines when it comes to review responses. If you are unsure about using AI to automatically respond to reviews, we recommend using the SmartReply feature to quickly generate a response but edit the response to fit your industry guidelines.

Question 8

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 9

Downloading all Data and Reviews

Accepted Answer

Customer Feedback Centre does not hold your feedback or customer contacts hostage. You can export a complete customer list with all feedback data at any time.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to export data for from the Business Dashboard.

From the menu, go to Reports > NPS Report and click the Customer CSV Export button.

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To export all customer data, select Export Everything, set the date range to Lifetime, and click the Download CSV button.

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PRO TIP:

Question 10

Success Report

Accepted Answer

The Success Report brings together all of your review data, for all locations in your account, into one report including:

Net Promoter Score®
1st-party reviews
3rd-party reviews
Survey Questions Ratings
Individual review details for 1st and 3rd-party reviews
To access the Success Report follow these steps.

Log in to your Customer Feedback Centre account.

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To filter data, click Filter. Select one or multiple filters and click Apply. Filter options include:

Locations, Labels, or Super Groups
Review Sites
Tags
Rating Type

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You can adjust the Date Range and click to Save as PDF.