Feedback allows you to measure customer satisfaction automatically. Once your customers have started leaving feedback, there are a few things you should know about analyzing the data.
In your Feedback admin, you can see all of your customer satisfaction data in one main screen.
This page contains 4 key components.
1. Reporting Period
You can view data from a specific time frame by selecting All Time, Last 30 days, Last 7 days or Last 24 hours from the Reporting Period drop-down menu.
2. Customer Satisfaction
The Customer Satisfaction percentage is calculated by dividing good feedback (green happy face) by the total feedback received from customers.
This displays the feedback your customers have left you with any detail if it has been given.
Any unspecified responses means that no further detail was given.
You can filter customer responses by
Satisfied or Not Satisfied,
Commented or Not Commented,
Staff member who processed the order.
Under the actions button you have the ability to do the following:
View Order Receipt
Check the order receipt for the corresponding feedback to give you more context.
Give Loyalty Points
Manually reward customer feedback with Loyalty points.
This will not send an email to the customer informing them of the adjustment, you can do this manually by clicking on the customer's email address.
Please Note: Only available with Collect Loyalty installed.
MERCHANT FEEDBACK EMAILS
Whenever a customer leaves feedback, you will receive an email informing you of the details.
The email will contain the customer's name and email address, and the details of the feedback.
View the response in-app with one click and take action by contacting the customer via email.
By measuring your customer satisfaction automatically, you can understand your customers better and find areas to improve your business.