First time using your Customer Radar comments page or need a refresher? Find a complete guide to your comments page including filtering, actions and comment management in this article.
Your Comments Page
Your comments page can be found as part of the main menu in Customer Radar. The comments page is the best place to manage your customer feedback comments including printing, downloading, sharing, viewing and replying to feedback.
To understand the date filters at the top of your comments page, find an explanation in this article: Your Customer Radar Dashboard
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Comments can be filtered by Alerts, Alert Status and NPS filter - or a combination of these.
The Alerts filter shows only feedback comments that have triggered an alert. This is a good way to filter the higher priority feedback.
The Alert Status filters feedback comments based on their current alert status. Every feedback comment will have an alert status that is one of the following:
- Not Triggered: The feedback triggered no alerts.
- Received: The feedback triggered an alert and action is required.
- Responded: The feedback triggered an alert and someone on your team has responded to the customer but the customer interaction has not been completed yet.
- Closed/Retained: The feedback triggered an alert but required no further action or the customer interaction has been completed.
The NPS filter shows only feedback that is in the selected NPS categories: Promoter, Passive and/or Detractor.
Find out more about alerts in this article: What is an alert, who gets them and why?
The comments section automatically shows the latest 10 feedback comments and includes 5 key comment actions which are search, print, download, delete and share.
The search bar allows you to search all comments.
Ever wonder if your customers have mentioned a particular item in store, a certain employee or a precise day of the week? You can use the search bar to enter any word to find out! This will show all comments within the date range you have selected that include that particular word.
If you'd like to find out if a certain customer has previously given feedback, just type their email address, name or contact number into the search bar and it will show all feedback that has been submitted using these details.
Search bar tip: Make sure when you search that your search term is spelt correctly. For searches by email address, name or contact number, ensure that there isn't a space at the end as this might stop the search from returning results properly.
The print button allows you to print all of the comments on the page. Find out how to use this feature in this article: How do I print feedback comments?
The download button allows you to download a CSV file of the feedback comments data. In most cases, you'll need to select 'Full CSV file' then click the 'OK' button.
You can open this file in Google Sheets, Excel or other spreadsheet programmes. Remember that you will need permission to access to this feature.
Find out about user permissions in this article: What are User Types?
The delete button allows you to select one or more feedback comments (tickets) to be deleted. This is also a feature that only the Admin user type has access to. We discuss scenarios where you might need to delete feedback in this article: When should I delete feedback?
The share button allows you to share specific feedback comments to your business's website using our Customer Radar API. For more information, try this article: How do I share feedback to my website?
The comments page is the easiest place to manage all of your feedback comments. Typically, action should be taken on feedback comments that have triggered an alert, find out more about which feedback you should reply to in this article: What feedback should I reply to?
Follow the steps in this article to manage feedback comments: How to manage feedback comments