The collection of your feedback results will be treated just like the other reviews and ratings from public sources.
Email alerts are sent each time a new survey is collected and the results will appear inside your ReviewTrackers dashboard.
Feedback results can be found:
1. Listed with other review data we've collected within the "Ratings & Reviews” tab.
Ratings are based on the "Net Promoter Score" standard, thus appearing as 1-10 rather than 1-5 under “Stars” in the details.
If a customer doesn’t include a comment in their 0-6 rating, the filler text will read “A new Feedback review was received.” If they choose 7-10, they are directed to leave a review instead of comment.
If a customer includes a comment in their 0-6 rating, a sample of it will appear in this view just like other reviews.
2. Visually among other review and ratings data in the "Dashboard" graphs.
Note: Feedback scores are adjusted to a 1-5 rating system when you create reporting graphs and downloadable reports. If you’d like this displayed as an NPS score instead, simply reach out to firstname.lastname@example.org and we’ll update your settings!
To view the detailed feedback, within the "Ratings & Reviews" tab, click on the specific review you’re interested in.
You'll find the customer’s contact info provided (if they were emailed the feedback request and/or if they filled out the contact info form at the end.)
The customer’s rating will be "out of 10" and displayed in the "Rating" section.
Respond to Feedback
Use the contact information collected from the feedback results to reach out to your customers via email or phone. This is your opportunity to show loyal customers that you’re ready and willing to go the extra mile to provide them with excellent service and resolve any issues they may have mentioned.
Note: The “Respond” button shown for Feedback ratings will only lead you back to the survey page, because that is where the “review” originated.