This function allows you to handle poor reviews personally and encourage good reviewers to share their experience online.
In the Feedback Survey customers are asked to give feedback in the form of the following survey:
“How likely would you be to recommend us to friends or family, where 0 is very unlikely and 10 is very likely?"
Customers responding with a 9 or 10 are promoters – these customers receive an automated reply email thanking them and asking that they share their experience on social media or websites such as Trip Advisor or similar. The email contains a direct link to the website making it easy to post a good review.
Customers responding with a 0-6 score are detractors – these customers receive an automated reply email thanking them for their feedback and acknowledging their opinion. Neutral and detractor feedback is reported to management for immediate notification and action.