The TalkBox Feedback Survey allows you to gather feedback while managing positive and negative reviews.
Navigate to Tools > Feedback Survey
The Feedback Survey uses Net Promoter Score to categorise respondents into three categories:
- Promoters: For feedback scores of 9 or 10
- Neutral: For feedback scores of 7 or 8
- Detractor: For feedback scores less than 7
You can set up specific responses to be sent to each of these categories. For example, for Promoters you may create an email thanking them and asking that they share their experience on social media or websites such as TripAdvisor similar. The email contains a direct link to the website making it easy to post a good review. For Detractors, you may create an email thanking them for their feedback and acknowledging their opinion. This provides a means for the customer to voice their experience without posting on social media.
You can also add an email address for notifications, so that reviews can be reported to management for immediate notification and action.
To create a feedback responder. select one of the categories, the click Create message. The process is the same as creating any other email and or SMS message in TalkBox.
To find out how to Send a Feedback Survey to contacts, click here.