Question 1

Notification Settings

Accepted Answer

You can receive a notification via email for the following:

Feedback Alert Notification when new feedback is received

Online Review Alert Notification when a new online review is posted

Weekly or monthly Performance Report Mailer

Google Q&A Alert Notification when a new question is posted

To manage notifications received via email and add recipients follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to manage email notifications for from the Business Dashboard.

From the menu, go to Settings > Notifications. Click ➕ to access settings and add recipients for each notification type.

Question 2

Ways to Add Customers

Accepted Answer

Add a Single Customer
Import Multiple Customers from List
Delete a Customer

Log in to Customer Feedback Centre

Add a Single Customer

Add a single customer to Customer Feedback Centre. After logging in to your account, click + Add Customer in Customer Activity. Required fields include:

First Name
Last Name
Email or Mobile Phone

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Fields marked with * are required fields

It's our suggestion DO NOT TICK 'send feedback request immediately' unless you know a customer is unhappy, it's best to add customers to the queueing system. If you have an unhappy customer, it is a good rule to send their request out immediately.

Please note:

If you only collate mobile numbers then please leave email address field empty

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PRO TIP:

Do you address your customers as Mr & Mrs Surname?

If you address your Customers as, for example Mr & Mrs Surname, please remember this is NOT how to add them into the Customer Feedback Centre:

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This is the correct way of adding Mr & Mrs Surname, please remember the full stop (.) in the Last Name field:

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If you are unsure, here is a short video explaining:

Import Multiple Customers from List for Single Location

To import multiple customers for a single location, import a customer list. To add new customers, import an updated list as needed. Customer Feedback Centre will check for duplicate email addresses on import and only new email addresses will be imported. Required fields include:

First Name
Last Name
Email or Mobile Phone

File format required csv, .xls or .xlsx files)

Click Add Customer

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Click Import Customer

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Map your spreadsheet headings with the Mapped Fields

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Delete a Customer

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.

Question 3

Adding the Review Badge 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 Review Badge 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 Review Badge embed code for from the Business Dashboard.

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Login to your WordPress site and go to Plugins > Testimonial 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 to Save Review Code >>.

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You will have created a shortcode shown under My Existing Embed Shortodes: to use to place the Review Badge on a page of your WordPress website. Using your cursor, select and copy the shortcode.

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Go to the section/s of your WordPress site you want to add the Review Badge to and paste the shortcode into that section or other appropriate module. Preview and publish the page. The Review Badge has been successfully added to your web page.

PRO TIP:

Question 4

Setting or Changing the Organisation Type

Accepted Answer

What is the Organisation Type?

In order to define the Organisation Type let's first take a look at an important question we ask in the feedback flow of each of our Request Modes:

“How likely is it that you would recommend OUR COMPANY to a friend or colleague?”

That is the what Net Promoter Score (NPS) asks and is also the the measurement Customer Feedbadk Centre uses to gauge customer satisfaction. The NPS plays a role in all of our feedback Request Modes.

We recognise that the Organisation Type OUR COMPANY may not apply to all businesses. Customer Feedback Centre therefore allows you to choose your Organisation Type. The organisation type is the only customisable portion of the Net Promoter Score question. Altering any more would invalidate it as a NPS score result.

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When Should I Change the Organisation Type?

Anytime you believe another Organisation Type would help better identify your business.

The NPS survey question will be presented to customers during the feedback request process. By default the organisation type is set to OUR COMPANY.

A great example would be a bakery who thinks OUR COMPANY sounds to formal in the NPS survey question. If Verg's Bakery Westside changed their Organisation type to ACTUAL COMPANY NAME their new NPS survey question would read:

“How likely is it that you would recommend VERG'S BAKERY WESTSIDE to a friend or colleague?”

There are many other options available, including:

Actual Company Name
Our Agency
Our Aquarium
Our Campground
Our Church
Our Company
Our Corporation
Our Dealership
Our Event
Our Firm
Me
Our Non-Profit
Our Office
Our Practice
Our Property
Our Restaurant
Our School
Our Shop
Our Store
Us
Our Venue
Our Website

What Should I Know Before Changing?

You can set the Organisation Type on any Request Mode step that includes the NPS survey question. Here is a list of locations where the the Organisation Type can be edited:

Ultimate Mode - Feedback Request and Reminder Email templates
Review Mode - Feedback Request and Reminder Emails templates
Direct Mode - Private Feedback Landing Page template

It is important to note: you only need to set the Organisation Type ONCE as the changes will be applied to all the other templates. This change cascades to other Request Modes as well.

How Do I Change the Organization Type?

STEP ONE: you'll need to be at one of the feedback request templates that include the NPS question. For this guide we will be using the Feedback Request template from the Ultimate Request Mode. To navigate there: Settings → Request Modes

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STEP TWO: click on the up/down arrows to pull down the list of Organization Types. Choose a more appropriate Organisation Type and your template will be automatically updated

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STEP THREE: your newly changed Organisation Type will now appear anytime the NPS survey question is shared during the feedback request step. Here is an example of the Feedback Request sent from the bakery we changed in this example:

Question 5

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.

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2) Send Feedback Request Button

Click the checkbox next to the customer name and click the "send feedback request" button in the customer dashboard.

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Question 6

Add the Tag Widget Using Embed Code

Accepted Answer

If you have completed setting up the Review Widget and your website builder accepts embed code, follow these instructions to add the Tag Widget to your 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.

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Copy the embed code to be placed on your website page.

Log in to your website builder and navigate to the page you wish to add the Tag Widget to. Paste the embed code into the HTML view of your page or another appropriate module. Preview and publish your page. The Tag Widget has been successfully added to your web page.

PRO TIP:

Question 7

Competitor Report

Accepted Answer

Competitor Report

Gain a competitive edge with our comprehensive Competitive Report. This powerful tool equips you with the knowledge needed to make informed decisions and outshine the competition. You'll discover what's holding you back and where you're winning in the competitive landscape.

Competitor Report provides a snapshot of the business' online reputation as compared to local competitors. The Google Reviews data used for this comparison includes:

Review volume
Average rating
Review recency, or how many days since the last new review

Generate a Competitor Report

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to upload a customer list for from the Business Dashboard.

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Upon your first visit to the Competitor Report screen you'll see a short description. To generate your report click Enable.

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The Competitor Report features and use

Once a report is generated the report can be downloaded as a PDF. The report will show:

Review Volume

How your business stacks up in terms of review volume can give you clear direction of the next steps that need to be taken. Leading your competitors in review quantity? Continue asking customers for reviews but make sure you take the time to listen and understand their needs. Work on increasing the average rating and keep the reviews coming!

Lagging behind competitors review totals? Consider ways to increase your review requests being sent and optimize for performance. For instance try sending requests with SMS rather than just email. Make sure to ask ALL customers to leave a review. Automate as much of the process as possible by leaning into an integration or use the Client Staff Form to get customers added the platform.

Relative Ratings

Ratings are important conversion opportunities for consumers looking at your business versus competitors. The key is to be in the ballpark. Data shows that a perfect 5.0 star rating isn't believable. And less than 4.0 won't even get you considered. Deliver a great customer experience and your star rating should be in the ideal range of 4.0-4.7 .

Don't forget to respond to negative reviews. By providing a reasonable and customer-focused response can sometimes lead to a customer changing their negative rating to positive.

Relative Recency

Recency is the number of days since your last review. If consumers see others generating new reviews, while your most recent review is from 3 years ago you will lose out on potential business. It's best to consistently ask customers to leave reviews over time and not all at once a couple times per year. Studies show that businesses without a review in the last 3 months are less likely to convert customers.

Edit Competitors

We supply local competitors by default but you can edit the competitors listed in the report. Simply click the Edit button. You can update existing competitors or add New Competitors.

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Choose New Competitor if you want to add a competitor to the list. Use the Google search bar to find the competitor you want and then click "Add Competitor."

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Click the 3 dots on the right to update or delete a competitor.

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We hope you find this report helpful in your online reputation management journey.

User Roles

To view User Roles:

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, click the User you wish to view, click Edit Profile.

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Go to the User Role you wish to customise and click Actions to expand.

You will see what Role this user currently has.

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To change a User's role, just select from the drop down list.

Click Save Profile Changes

PLEASE NOTE:

To decide which roles is best for your users, see below:

Manager

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Team

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Contributor

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Read Only

Question 9

Reply to Customer Feedback (1st-party Reviews)

Accepted Answer

Customer Feedback Centre makes it easy to reply to customer feedback.

Respond to feedback from a Customer Profile via Customer Activity

Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

Publicly (response is displayed in Review Widget)

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.

In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

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You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

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Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer's profile and complete your reply.

Question 10

User Management

Accepted Answer

Log in to your Customer Feedback Centre account.

User Management allows you to easily manage all users from a single screen and is available from the user menu and can only be accessed by users who are Managers.

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You can add or delete users and select a user to edit via User Management. Search for a specific user by name or filter users by location and role to quickly access the results you need.

Add User
Delete User
Edit User

Add User

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Enter user details including name and email, select a user role , and assign locations. Click Create New User when finish

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An account verification email will be sent to the user including an activation link and password.

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Delete User

To delete a user from Customer Feedback Centre, follow these steps:

You must be the Account Manager to delete a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, select a user(s), click the Delete User button, and click OK to delete user(s).

Edit User

To edit a user in Customer Feedback Centre, follow these steps:

You must be the Account Manager to edit a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Find the user you wish to edit then click Actions > Edit Profile.

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Edit general information, user role, and assigned locations as needed and click Save Profile Changes.

For more information on User Roles and Permissions.