This article discusses the settings available in Feedback Preferences.
Feedback Preferences define the feedback request format, the content of all review communications and the timings associated with each review request. Settings such as the campaign type, sender details and thank you page/iframe content are configured in Campaign Preferences.
- To access Feedback Preferences, click on Campaigns in the left-hand navigation menu.
There are two slightly different methods for viewing the preferences depending on the options on the account.
For accounts WITHOUT Multiple Campaigns, click on the Feedback Preferences button alongside the default campaign. Skip the rest of this step - go to step 2.For accounts WITH Multiple Campaigns, you will not see the Feedback Preferences button as shown above. Instead, browse the list of campaigns (there could be just a default campaign or a combination of default and custom campaigns), identify the campaign that you would like to edit and click on the Action button alongside that campaign. Choose Edit.You will see the Feedback Preferences button on this form but you need to be careful as there could be several displayed. A campaign consists of one or more 'triggers', each defining a method of communication, the content of the communication and timings for sending requests. Each trigger within a campaign can be configured individually and so each trigger has its own set of Feedback Preferences. When viewing a campaign with multiple triggers, locate the right trigger by looking for the trigger's name and tag conditions (for example, the '6 month follow-up' campaign has tag conditions of 'campaign IS 12 months lease AND date IS 6 months') and click on Feedback Preferences.
- The Feedback Preferences form is split into the three or four sections, each section having several settings on the left-hand side of the form and a 'Customise' button on the right-hand side. Note that some of the settings in the following images are only shown under certain conditions. See each setting for more details.
Generally, the best approach is to configure the settings and customise the content of one section at a time, and then save the changes before moving onto further sections. The three or four sections represent the key consumer-facing content:
- The feedback request email.
- The feedback form.
- The feedback reminder request email.
- Depending on the campaign's configuration, you may also have a 'not tried yet' reminder request email section too.
- If your account has Multiple Campaigns, a link symbolorwill be shown next to many of the Feedback Preferences (as above) in all campaigns except the default campaign. The symbol identifies whether the setting is inherited from the default campaign or not. If the field is not edited and has a, the value is inherited. As soon as a field with ais edited, it will become uninherited and display a broken linksymbol and use the new value instead. Clicking onwill re-establish that setting's inheritance from the default campaign again.
- The first section of the form configures details associated with the Feedback Request Email. The Feedback Request Delay may determine the date the feedback request is sent however it depends on other settings:
- Any sales lines in an uploaded sales file that include a feedback date will have their request sent as defined by the feedback date.
- Any sales lines in an uploaded sales file without a feedback date will have their request sent as defined by the Feedback Request Delay. By default, this is 7 days after the sale date but it can be configured to anything between immediately (when set to 'Send ASAP') and up to 24 months.
- If you would like to have control over the time that the feedback request is sent, use Feedback Request Time to define your preferred time in UTC (this is the same as GMT) time. For example, if you're wishing to send your feedback request so that it arrives at breakfast time for an Eastern Australian audience, you would define a Feedback Request Time of 20:00 UTC (this is 07:00 Eastern Australian Time). The Feedback Request Time should be considered as the earliest time the feedback request will be sent because if our servers are very busy at that time, the actual send time may be delayed by up to an hour. If the Feedback Request Time is not defined, sales are processed and requests queued on our servers immediately after the sales have been uploaded. The requests are usually sent within a few minutes but at busy times, they may also be subject to a delay of up to an hour.
- Most customers do not respond to feedback requests immediately, but after a few days, many will have worked through their inbox and found the time to leave feedback. Some customers do not leave a response until they've had a chance to test the product properly or use the service they purchased (for example, been away on the holiday they purchased). By default, our feedback requests never expire but depending on the campaign, receiving responses many months after the feedback request has been sent may not be appropriate and so you may choose to set an expiry period for the feedback request. Feedback Request Expires After allows you to define the expiry period between 6 months and 24 months from the send date. If the feedback request has expired when the customer tries to leave feedback, they will be presented with a web page similar to the following with a link to email our support team.
- Channel determines whether a feedback request is sent by email or SMS. All merchants are able to send requests by email but sending SMS requests is only possible when the account has both the Multiple Campaigns and Feefo SMS options. The default setting is email with SMS being either selectable or greyed out. If greyed out, Multiple Campaigns and Feefo SMS are not available on the account but can be purchased by contacting us.
- If you wish to customise the content of the feedback request email, this is covered in a separate article, Customise Email.
- The second section of the form configures the details associated with the Feedback Form.Feedback Type controls the type of feedback asked for in the feedback request, whether this is service only (i.e. the purchasing experience), product only (i.e. the items purchased) or both service and product.
- Capture partial feedback form completions determines if incomplete feedback form submissions are saved.
- When disabled, all mandatory sections of the form, including any mandatory product or NPS sections, need to be completed and saved (i.e. the customer has clicked at least one section's 'Save and Continue' or 'I'm Done' button) before the review is published. Note that if the customer has completed all mandatory sections (only optional ones have not been completed, for example, an optional NPS section) but is unable to finish completing the form due to network issues or chooses to close the form prior to the final 'I'm Done' button, the review will still be published but not immediately. This delay gives the customer the chance to re-establish the connection and complete their review.
- When enabled, all sections, irrespective of whether they are mandatory or optional, that are partially completed and saved (i.e. the customer has clicked at least one section's 'Save and Continue' or 'I'm Done' button) before network failure or form closure will be published as though they had been fully completed, but again, with a delay to allow for further completion.
- Product Rating is the star rating between 1 and 5 stars that a customer gives a product. The product rating setting is only displayed if the Feedback Type is 'Product' or 'Both service and product'. When asked for a product rating, if the product rating is set to 'Optional', the customer does not need to leave a product rating. If the setting is 'Mandatory', the customer has to leave a product rating before submitting their review.
- The setting Enable "Not Tried Yet" on feedback form is only displayed if the Feedback Type is 'Product' or 'Both service and product'. When enabled, an additional feedback form option,'Not Tried Yet', is presented to the customer alongside the star rating selector for each product. This gives a customer who still needs more time to use a product before leaving feedback the opportunity to mark the product as not tried. Depending on the configuration of the Not Tried Yet Reminder, the customer may or may not be sent a reminder request for feedback at a later date. This is an example feedback form with 'Not Tried Yet' enabled:
- Product Review is only shown if the Feedback Type is 'Product' or 'Both service and product'. The 'product review' is a free text field that offers the customer the opportunity to provide a reason why they have given this product the star rating they have. The field can be added as an optional field for all product ratings, a mandatory field for negative ratings (1 or 2-stars) and optional for others, or a mandatory field for all ratings. Other conditions to consider are:
- If the Product Rating is set to 'Optional' and the customer does not leave a rating, the Product Review setting will be ignored.
- If the Product Rating is set to 'Optional' (and the customer leaves a rating), or 'Mandatory' (so the customer must leave a rating), the Product Review setting will determine if a review is needed.
- If you wish to customise the content of the feedback form, this is covered in a separate article, Customise Form.
- The third section of the form configures the details associated with the Feedback Reminder Request.By default, the feedback reminder is set to Don't send feedback reminder. To enable the sending of reminders, click on Send after and define the number of days, weeks or months after the feedback request send date that the reminder is sent. This can be set to any length of time between 1 day and 24 months.
- In a similar way to the feedback request, Channel determines whether a feedback reminder request is sent by email or SMS. All merchants can send reminders by email but sending SMS requests is only possible with the combined optional products Multiple Campaigns and Feefo SMS. The default is 'Email' with 'SMS' being either selectable or greyed out. As before, if SMS is selectable, see Feefo SMS for configuration details. If greyed out, Multiple Campaigns and Feefo SMS are not available on the account but can be purchased by contacting us.
- If you wish to customise the content of the feedback reminder request email, this is covered in a separate article, Feedback Reminder.
- You may see a fourth section, Not Tried Yet Reminder Request. This is only displayed if the Feedback Form setting above (step 12) Enable "Not Tried Yet" on feedback form is enabled. The settings for the 'Not Tried Yet' reminder are identical to those for the feedback reminder. Decide if you are sending 'Not Tried Yet' reminders and if so, when they should be sent, and using which channel. If SMS is selectable, see Feefo SMS for configuration details. If greyed out, Multiple Campaigns and Feefo SMS are not available on the account but can be purchased by contacting us.
- If you wish to customise the content of the 'Not Tried Yet' reminder request email, this is covered in a separate article, Not Tried Yet Reminder.
- Once all preferences are configured, save the changes by clicking Save Trigger or forget the changes using Back To Campaign Setup and confirming Leave Page.