Need to edit a feedback rating or a feedback comment? Find an explanation of situations in which this might happen and how to go about this process in this article.
Only the Admin user type has permission to edit feedback ratings and comments. For more information of different user types, try this article: What are User Types?
Changing a feedback rating
This depends on the rules for your business but typically we don't change feedback ratings unless a customer has confused the rating scale. For example, a customer might submit feedback such as "You guys were fantastic" but have accidentally rated 1 star.
The Customer Radar support team check through all feedback weekly for any pieces of feedback that fit this criteria and will automatically edit the rating.
How to change a feedback rating
Open the feedback ticket that you would like to edit the rating for. At the top of the ticket where the star rating is, select the correct number of stars. The click 'Change rating', the ticket's rating has now been edited.
Add an internal note: This rating has been manually updated from a 1 to a 5 as customer confused rating scale.
Click the 'Ok' button to exit out of the feedback ticket and go back to the comments page.
Editing a feedback comment
There are only a handful of specific scenarios in which feedback comments should be edited. These situations include comments containing offensive language, spelling errors or identifying names.
Comments containing offensive language can be edited to remove the language or can be deleted completely. Luckily we do not experience this situation often.
Comments with spelling errors can be edited to correct the spelling if the comment is being shared on your business' website.
Comments that contain names identifying specific employees can also be edited to remove the name if the comment is being shared on your business' website or shown via the Live Feed feature.
How to edit a feedback comment
1. Open the feedback ticket that you would like to edit the rating for. In the communications tab, click the edit symbol button inside the message box containing the customer feedback.
2. Edit the feedback comment.
Click the 'Ok' button to save your changes. Click 'Cancel' to discard your changes and go back to the ticket.
Add an internal note: This comment has been manually edited because...
The Customer Radar support team constantly monitor all feedback to catch any feedback comments that may need editing and especially in the case of offensive language, will automatically edit this. If you feel a rating should be changed, or a comment deleted you can contact your business' Admin user or get in touch with support.