Question 1

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CUQkggBqB1/User%20Management%201.jpg (User Management 1)

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

To add a user to Customer Feedback Centre, follow these steps:
Log in to your Customer Feedback Centre account.
In the upper right corner, go to User Name > User Management. Then, click the Add User button.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g8XJV5dt8f/User%20Management%202.jpg (User Management 2)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yb8L8Kt1Ej/User%20Management%203%28a%29.jpg (User Management 3(a))

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dJifZiIQ6r/User%20Management%206.jpg (User Management 6)

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CO6A1tEDHk/User%20Management%205.jpg (User Management 5)

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

For more information on User Roles and Permissions.

Question 2

User Roles and Permissions

Accepted Answer

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/suDrEzg8nY/User%20Roles%202.jpg (User Roles 2)

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

You will see what Role this user currently has.

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

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/v07grNZH2k/User%20Roles%20Manager%204%20v2.jpg (User Roles Manager 4 v2)

Team

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jgLju3xMfh/User%20Roles%20Team%205%20%28a%29.jpg (User Roles Team 5 (a))

Contributor

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/pVKNjcyyyX/User%20Roles%20Contributor%206.jpg (User Roles Contributor 6)

Read Only

Question 3

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 4

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 5

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 6

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/cT5FeT9Nw9/Organisation%20tyoe.png (Organisation tyoe.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/SrRJAQpEDV/Organisation%20type-2.png (Organisation type-2.png)

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

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ZuU9fjux7g/Organisation%20type-3.png (Organisation type-3.png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ORG3hl0rrn/Organisation%20type-4.png (Organisation type-4.png)

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 7

How to edit My Profile

Accepted Answer

Log in to your Customer Feedback Centre account.

UPLOAD MY PROFILE PHOTO

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click on upload photo

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/vmWTQWY7Dr/How%20to%20edit%20My%20Profile%203-a.jpg (How to edit My Profile 3-a)

Select your photo from your computer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dlTEIjUrM3/How%20to%20edit%20My%20Profile%203a-a.jpg (How to edit My Profile 3a-a)

Click save profile changes

HOW TO ADD A SIGNATURE

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click inside reply signature box

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/TujybdCLDv/How%20to%20edit%20My%20Profile%204-a.jpg (How to edit My Profile 4-a)

Add wording

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MqQorH1eXb/How%20to%20edit%20My%20Profile%205-a.jpg (How to edit My Profile 5-a)

Click save profile changes