This is how to respond to and manage your customer feedback.
This page will provide a summary of how to do it.
For a complete guide to your comments page, try this article first: Your Comments Page
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Managing Feedback
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?
To view and reply to feedback, click on the comment to open the ticket.
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Feedback tickets
At the top of the ticket you can see the business, location and sub-measure that the feedback was provided for. You can also find the date and time the feedback was submitted and the rating the customer provided.
Example of a feedback ticket.
Details Tab
The details tab (click to expand) shows any data that was collected about the customer. This usually contains the customer's email but can also contain data such as their name, invoice number, transaction value, mobile number etc depending on the data available to be added to your feedback programme.
Communications Tab
The communications tab shows the communication between your company and the customer. This always starts with the feedback comment the customer has submitted and will be shown in the appropriate NPS colour (green, orange or red).
If any alerts have been triggered by this feedback, there will automatically be a yellow notification box showing who and when the alerts were sent to.
To reply to a customer, follow the steps in this article: How do I reply to customer feedback?
This will move a ticket's alert status to 'Responded'.
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Add notes and Close tickets
To add an internal note, click the green 'Add internal note' button.
An internal note is used to notify any team members of actions that need to be taken that relate to this feedback ticket such as a phone call with the customer to resolve an issue or a refund transaction that took place. The customer cannot see the internal note, only the users in your business who have access to this feedback can.
Share feedback using Notes
The Add Internal Note is a great way to share positive feedback with anyone. Just add the email addresses, write a note and send.
The 'Close ticket' button is used when there is nothing further that needs to happen with the feedback. For example, an issue raised by a customer has been fully resolved or a happy customer has been sent a thank you reply. This will move a ticket's alert status to 'Closed/Retained'.
The 'Ok' button exits out of the feedback ticket and takes you back to the comments page.