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

Delete a Customer

Accepted Answer

Log in to your Customer Feedback Centre account.

If you have multiple locations, choose the location you would like to delete a customer for from the Business Dashboard.

Click the checkbox next to the customer's name to activate the Delete button. Click Delete.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/E4B6W03Fkh/How%20to%20delete%20a%20customer.png (How to delete a customer.png)

You will be asked to confirm the customer(s) to be deleted. If correct, click Delete Customers.

Question 3

Social Sharing - Download Social Sharing Images

Accepted Answer

Social Sharing feature allows you to create visually engaging social media content in just a few clicks for Facebook, Twitter, Google Posts, and Instagram. Easily turn any of your existing great reviews into an eye-catching marketing element.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/vVi9MQCj7C/Social%20Sharing%20download%20image.png (Social Sharing download image.png)

Example of Social Sharing for a Gas Training Course Centre, turning reviews into images.

Social Sharing makes it easy to turn 1st or 3rd-party review into social media content to post to Facebook, Google Posts, Twitter, and Instagram. You can download the graphic to share on all platforms including, website, newsletter, emails, etc...

Download Social Sharing Images to use in other platforms, ie your website, newsletters, email, etc

To create and share a social image from an existing 1st or 3rd-party review, follow these steps:

Login to Customer Feedback Centre

In Customer Activity, select a review to use by clicking Manage > Social Post.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/fq1lLJJGbN/Social%20Sharing.png (Social Sharing.png)

Select a Design Theme

Once a Design Theme has been chosen, click Download Graphic

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/nyfvqUSgNL/Social%20Sharing%20download%20image%202.png (Social Sharing download image 2.png)

NB: This image has been downloaded to your device.

Using Visual Reviews On Your Website

Getting a website visitor and prospect from interest to conversion is the goal of your site. Using elements to form trust greatly impacts that journey for the customer and visual reviews added to a page can do just that.

Gas Training & Assessment have dedicated pages on their website for their services like gas courses and renewable energy courses. They have used a 5-star Google review regarding their IGQ New Entrants Course to bolster the page with a visual, star rating, and customer content. This is a great example of a trust element aiding the content of the page.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/y8CA5SRAEt/Social%20Sharing%20download%20image%204a.png (Social Sharing download image 4a.png)

Picking the right review like our example can answer questions or address concerns a prospect might have.

NB: If you work with a web designer then just forward the image(s) to them and let them know where you wish them to appear on the page(s)

Share Your Customer Experiences In Your Email Marketing

Email marketing has long been pound for pound most valuable digital marketing you can do. Keeping your business front and center with your customers and updating them on your current offerings at such a low cost is incredibly valuable. Especially now.

Using your Social Sharing images from Customer Feedback Centre in your email marketing is a great way to bring trust and excitement to your emails. Sharing with your customers and potential customers the stories and opinions from other customers is a great strategy.

In our example below Evelyn’s Wine Bar shares a visual review that customers love their food and wine as they encourage others to order from them.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EfwciM9HGQ/Social%20Sharing%20download%20image%204%28a%29.png (Social Sharing download image 4(a).png)

The options are many and most businesses are always looking for eye-catching visuals to convey their message. Having that message be from your customer is very powerful.

Social media posts often have a very short shelf-life of just minutes, hours, or days at most. Displaying your reviews as we have outlined can garner attention for a long period of time.

Question 4

Social Sharing Settings

Accepted Answer

Social Sharing makes it easy to turn 1st or 3rd-party review into social media content to post to Facebook, Google Posts, Twitter, and Instagram. Select a review in Customer Activity and use the image generator to create custom graphics to share directly or download.

Social Sharing Settings

Manage account authorisations and the brand image for 1st-party feedback via Social Sharing settings.

Go to Publish > Social Sharing or click the Settings button in Social Sharing to access settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/LXN4dJDnDb/Social%20Sharing6.png (Social Sharing6.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/HALASZMrTu/Social%20Sharing5.png (Social Sharing5.png)

Create and Share Social Image
Download Social Sharing Images to use in other platforms, ie website, newsletters, emails, etc.

Question 5

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.

Question 7

Conversion Pop-up

Accepted Answer

What is the Conversion Pop-Up?

Our Conversion Pop-Up is an eye-catching rotation of your best and most recent online reviews. Designed for both desktop and mobile web experiences you can start marketing your reputation the moment customers arrive on your website to drive more visitors to take action.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/QYIOSSd9ob/Conversion%20Pop%20Up.png (Conversion Pop Up.png)

The Conversion Pop-Up is seen in the lower left corner of page and rotates through recent reviews.

The small popup window rotates through your last 30 reviews (both 1st- and 3rd-party) and requires a minimum of 3 valid reviews to display.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/uf5g3wG2Le/Conversion%20Pop%20Up2.png (Conversion Pop Up2.png)

The Conversion Pop-Up neatly displays on mobile for social proof across all devices. Although there is an option to swtich off the Conversion Pop-Up on a mobile from within the Customer Feedback Centre dashboard.

Why should I use the Conversion Pop-Up?

The Conversion Pop-up is designed to add social proof to your website to help strengthen the trust of a visitor. Unlike the Review Widget, the pop-up does not have review schema or any other SEO or ranking benefits. Its job is to be a visual magnet that allows you to market your happy customers to your next customer.

How do I set up or edit the Conversion Pop-Up?

To set-up the Conversion Pop-up follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to set-up the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

Edit the following settings as desired:

URLs to display your Conversion Pop-Up on - Type in full or partial URLs where you would like your Conversion Pop-Up to be displayed.
URL match type - Choose whether the Conversion Pop-Up should display on webpages if the URL matches exactly (Exact Match) or partially (Contains).
Click-through URL - The Conversion Pop-up is clickable. Set the URL it will link to here.
Apply tags - If you use Tags you can apply an existing one to the Conversion Pop-up to filter the reviews displayed. This field is optional.
Display 1st-party reviews at or above: - Choose to display 1st-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Display 3rd-party reviews at or above: - Choose to display 3rd-party reviews using the ON/OFF toggle. If set to ON, select the minimum star-rating to display.
Show on mobile devices: - Choose to display the Conversion Pop-Up on mobile devices using the ON/OFF toggle. If set to ON, select to display the pop-up at the Top or Bottom.

All changes are auto-saved.

How do I install the Conversion Pop-up on my website?

To install the Conversion Pop-up on any website you will need the embed code. First, follow these steps to get the embed code:

Log in to your Customer Feedbak Centre account.

If you have multiple locations, select the location you would like to install the Conversion Pop-up for from the Business Dashboard.

From the menu go to Publish > Conversion Pop-Up.

At the bottom of the page, click Get Embed Code.

Click Copy Embed Code.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/y03b1Na7sN/Conversion%20Pop%20Up4.png (Conversion Pop Up4.png)

Next, select one of the following for steps to install the Conversion Pop-up:

Install using HTML

To install the Conversion Pop-up on a website using HTML paste the embed code into your website code in a site-wide element like the header or footer.

When installed correctly, changes to the Conversion Pop-up made in Customer Feedback Centre automatically update the pop-up on the website. You do not have to touch the code on your website again.

Install on a WordPress site

To add the Conversion Pop-Up to a WordPress site follows these steps:

Log in to WordPress.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KlYMhIrobI/Conversion%20Pop%20Up5.png (Conversion Pop Up5.png)

In WordPress Edit Themes click on Theme Footer (footer.php) to open the footer.php file.

In the footer.php file place the Conversion Pop-Up embed code just BEFORE the tag. The tag can be found near the bottom of the file.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xIjZWC7j9U/Conversion%20Pop%20Up6%28a%29.png (Conversion Pop Up6(a).png)

In the footer.php file place the Conversion Pop-up embed code just before the tag.

Click Update File to save the changes.

Question 8

Performance Report

Accepted Answer

The Performance Report provides a summary of ratings, reviews, and requests for a single location in real-time. You can also receive a copy of the report via email on a weekly or monthly basis.

Understanding the Performance Report

The Performance Report displays metrics for a single location including Net Promoter Score®, survey questions, reviews, and requests. By default, the date range for the report is set to Lifetime but it can be adjusted.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qJFsOlzKNZ/Performance%20Report.png (Performance Report.png)

The Performance Report displays metrics for NPS, survey questions, reviews, and requests

Net Promoter Score®

The metrics displayed for the Net Promoter Score® (NPS) include the current rating, NPS breakdown, and month-to-month change for a single location.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Fi2GSJV4Jx/Net%20Promotor%20Score.png (Net Promotor Score.png)

The Performance Report displays the current Net Promoter Score® for a location

The current Net Promoter Score® is assigned to a performance category. NPS performance varies across industries but generally the following applies:

-100 (every responder is a “detractor”) to -1 = Poor

The NPS Breakdown shows the total number of responses and how many are Promoters, Passives, or Detractors in order to display how NPS is calculated.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5vNKJ48Rm3/NPS%20Breakdown.png (NPS Breakdown.png)

NPS Breakdown is included in the Performance Report to display how the Net Promoter Score® is calculated

NPS month-to-month tracks the total number of respondents that answered the NPS question for a business location in a given month and the calculated NPS score of those replies.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/2bm1c0PqoB/Net%20Promotor%20Score2.png (Net Promotor Score2.png)

NPS Month-to-Month tracks the NPS score of new replies received in a given month

Survey Questions

If your location is set to Ultimate Request Mode and you add additional survey questions, the Performance Report displays the average rating received for each question.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/5PLgvndDDy/Survey%20Question%20Ratings.png (Survey Question Ratings.png)

See survey results under Survey Questions Ratings in the Performance Report

Reviews

Reviews displays a location's progress on 3rd-party review sites. The sites you request reviews to are listed and metrics include; overall rating, total reviews, and the number of reviews received since starting Customer Feedback Centre.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/l0xZS9eGBM/NPS%20Reviews.png (NPS Reviews.png)

Requests

Activity metrics for Email Requests and SMS Requests are available in the Performance Report under Feedback Process. The number of requests sent and opened, the total number of 1st-party ratings and/or reviews received (Feedback Received), and the number of clicks to review sites are displayed.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/zGRCypqm1u/NPS%20Feedback%20Process.png (NPS Feedback Process.png)

Activity metrics, including total requests sent and feedback received, for email and SMS requests are displayed under Feedback Process in the Performance Report

The default setting is set to display All Feedbacks, however, you can select to display activity metrics for "Only Email" or "Only SMS".

Additional Entry Points

Additional Entry Points displays the total number of customers that have left feedback using the Feedback URL, Kiosk Mode, Feedback Locator, or Feedback URL with Campaign Tracking.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/8VmIkKSPvi/Additional%20Entry%20Points.png (Additional Entry Points.png)

Adjust Date Range of Performance Report

By default, the date range of the Performance Report is set to Lifetime. Additional selects are available and include:

Lifetime

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/J5DJhPgWng/NPS%20Date%20Range.png (NPS Date Range.png)

Change the date range of the Performance Report to reflect metrics for the selected timeframe only

Access and Export the Performance Report

To access and export the Performance Report follow these steps:

Log in to your Customer Feedback Centre account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/hZso0L8eOo/NPS%20Export%20as%20PDF.png (NPS Export as PDF.png)

Receive the Performance Report via Email

To receive the Performance Report via email follows these steps:

From the menu, go to Settings > Notifications.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AbYFV0Jm4t/NPS%20Notification%20Settings.png (NPS Notification Settings.png)

Complete the following:

Check Send performance report

Question 9

Client Staff Form - Magic Link

Accepted Answer

Client Staff Form - Magic Link

You can add customer data into the Customer Feedback Centre without logging in, you can quickly send client email or SMS review requests.

The Client Staff Form allows you to upload a CSV or manually add customers without logging in to Customer Feedback Centre. No log-in credentials needed!

Below is a step-by-step instructions on how to utilise the Client Staff Form Link and where to find it.

Add Customers Manually

Log in to your Customer Feedback Centre account.

Click Requests

Click Add Customer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dAQHdozUrI/Client%20Staff%20Form%20-%20Magic%20Link%201.png (Client Staff Form - Magic Link 1)

Scroll towards the bottom, and copy the Client/Staff Form Link and paste into a new browser tab:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/lty1KscHEy/Client%20Staff%20Form%20-%20Magic%20Link%202.png (Client Staff Form - Magic Link 2)

Complete the fields ie, First Name, Last Name, Email, Telephone Number

Click Add Customer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cqBCQsAgOk/Client%20Staff%20Form%20-%20Magic%20Link%203%20a.png (Client Staff Form - Magic Link 3 a)

PLEASE NOTE: This link is a unique, private URL that allows team members to access the import form without using login credentials. You can reset this link at any time by clicking the refresh button to the right of the link.

Add Bulk Upload Customers

Have your CSV file ready

Click on Requests

Click on Import Customers

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YdRMdWwQvd/Client%20Staff%20Form%20-%20Magic%20Link%204.png (Client Staff Form - Magic Link 4)

Scroll towards the bottom, and copy the Client/Staff Form Link and paste into a new browser tab:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/rvQLLMZlx3/Client%20Staff%20Form%20-%20Magic%20Link%204%20a.png (Client Staff Form - Magic Link 4 a)

And Click Choose File

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/pDDPiKRo6C/Client%20Staff%20Form%20-%20Magic%20Link%205a.png (Client Staff Form - Magic Link 5a)

Map the fields up with your CSV spreadsheet

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/i0mN7KhDwL/Client%20Staff%20Form%20-%20Magic%20Link%206.png (Client Staff Form - Magic Link 6)

Click finish

These clients will then appear in your Customer Acitivity

PLEASE NOTE: This link is a unique, private URL that allows team members to access the import form without using login credentials. You can reset this link at any time by clicking the refresh button to the right of the link.

Question 10

Negative Feedback – What should I do?

Accepted Answer

Question:

"I have been been proactively asking customers for feedback after they buy from me or visit. I have lots of happy customers but I just received negative feedback. What should I do now?"

Answer:

Consider this: if you hadn’t asked, you never would have known there was an issue. Now you actually have a chance to talk with this customer and make it right.

This customer may have never come back again, or even worse, may have left you a negative online review on Google or Facebook.

But now, you have a chance to make it right and keep your customer.

In our experience, over 90% of negative feedback results from a simple misunderstanding that can easily be fixed. Customers want to be listened to. They want to know you care and are willing to help them.

So here’s what you should do:

Contact your customer immediately. By phone and email if you can. The system has already asked them “what you could have done” to make things better. Read their comments and connect with them.
Address the issue for the customer if it makes sense. Most of the time just talking it through with the customer will resolve the issue. In some cases, you may want to offer a “token” of appreciation to your customer, like a free starter or meal, some equivalent discount to make them feel special.
Confirm with your customer that everything has been addressed to their satisfaction.

Walking through these steps will usually help you save this customer. And in many cases we’ve seen these customers become some of your most vocal promoters!