This article explains how to customise the content of a campaign's feedback form. Any customisations that are made will be for the one trigger only and so if you have multiple triggers within a campaign and the intention is that a similar feedback form is displayed for multiple triggers, the same customisations will need to be repeated for the other triggers too.

  1. Customisation of the feedback form is accessed from the Feedback Preferences. Before moving to customisation, ensure that all edits to settings in the various sections of the Feedback Preferences have been saved by clicking on either of the right-hand corner buttons, Save Trigger. If edits haven't been saved and you try to move to customisation, you will need to confirm that they can be discarded. Go Back will allow you to Save Trigger first but Leave Page will discard changes.
  2. To customise the feedback form, click on Customise Form in the Feedback Form section. For more details of the other fields shown in this screenshot, see Feedback Preferences
  3. Clicking this button opens a form that gives direct access to the content for all supported languages for both the desktop and mobile views. Note that the following screenshot includes the optional products 'Custom Questions' and 'NPS'.
  4. Before editing any content, ensure the correct Preview Language is selected. The list shows all of the languages that Feefo supports.
  5. The form consists of several sections, with the most complex having up to 8 editable sections. Note: Some sections are only made visible by additional products. If you would like to know more about these products, please contact us.
    • Greeting
    • Add Purchases
    • Service
    • Service - Add custom question (only enabled with the optional product 'Custom Questions')
    • Service - Name & Location
    • Product (only displayed if the Feedback Type is defined as 'product' or 'both service and product')
    • Product - Add custom question (only enabled with the optional product 'Custom Questions', and then only displayed if the Feedback Type is defined as 'product' or 'both service and product').
    • Add NPS (net promoter score) (only enabled with the optional product 'NPS').
  6. As you move your cursor across the form, you will see the various sections, one at a time, being highlighted in blue. The highlighting shows the full extent of that section and as it turns blue, you will see a pencil button in the top right corner of that section similar to the following:
  7. Clicking on the pencil button will open an editor for that section allowing you to edit the content of each field within that section. For example, this is the editor that appears for the Greeting section:
  8. The content can be added/removed as needed and can include sale-specific information accessed by clicking on Dynamic variables.
  9. Clicking on a Dynamic variable, for example, Consumer Name, will add the preformatted variable into the appropriate field. The variable name and {{ }} around the variable must not be edited. With the exception of the dynamic variables, all text entered into the fields on the left will be previewed and sent to customers exactly as entered. This includes all forms of coding including HTML tags. Although the editor will accept all content, the results will not be as intended and so DO NOT ADD ANY CODE SNIPPETS, TAGS OR OTHER FORMS OF PROGRAMMING as part of any of the content. To close the Dynamic variables list, click again on Dynamic variables.
  10. Continue editing all fields within this section as needed. When finished, either click on Apply to add the changes to the editor or Cancel to discard the changes. Note: Clicking on 'apply' does NOT save the changes to the customised template but instead only adds them to the editor so they can be previewed. Saving changes is described later in this article.
  11. Repeat the same editing technique for content in the sections:
    • Service
    • Name & Location
    • Product (only displayed if the Feedback Type is defined as product or both service and product)
  12. One of the options in the Service and Product sections is Enable media uploads. If this option is enabled, reviewers will be offered the option to upload photos and videos with their service and/or product review through the camera buttons in the 'Tell us what you thought' fields. Photos and videos uploaded by reviewers can be viewed in the Media Gallery. When combined with the optional product, Media Integration, individual media files can be approved and displayed on your web pages through the Media Carousel or Media Wall. See Media Gallery and Media Integration for more details. With Enable media uploads disabled, reviewers will not see the camera buttons and you will not have access to the Media Gallery/Media Integration.
  13. The template editor also offers the possibility to add extra sections to the feedback form but most of these sections are enabled by optional products. Even if the account has the optional product enabled, adding the sections to the form is optional so you can still keep them hidden if needed. Visibility of these sections is determined by the following customisation options.
    The first extra section is Add Purchases. This adds details about the customer's purchases and is available to all merchants with no additional purchase required. To add purchases, click Add Purchases button. Once added, in the top right corner of the section, the same pencil button for editing content can be seen and there's also a dustbin button for deleting the section. Clicking the pencil button offers you the chance to edit 'Your Purchase' text in a similar way to other sections in the feedback form and clicking the dustbin button will delete the section altogether.
  14. Working down the form, the next extra section is Add Custom Question in the service section of the form. This allows you to add extra questions to the service feedback request but it requires the optional product 'Custom Questions' to be enabled on the account. To find out more, please contact us. If you have the option and you would like to add extra questions, click Add Custom Question.
  15. From here you have two types of custom question available, 'Free Text' and 'Dropdown'. Multiple free text questions and multiple drop-down questions can be added by repeating Add Custom Question. 
  16. Choosing Free Text produces a free text field ready for customers to enter text and offers you the pencil and dustbin buttons.Clicking on the pencil button displays several options for this custom question.The options are as follows:
    • Question Label is the text that is shown to the customer as the custom question. 
    • Lines determines how many lines of free text the customer has available to write their response to this question.
    • Minimum character count ensures the quantity of text written by the customer meets your minimum character length. Text less than this length cannot be submitted.
    • Field Watermark defines the text shown in the free text field prior to the customer entering any text. This can be used to give customers guidance as to the style/content of their response.
    • Invalid Message is an error message if customers do not complete the question correctly. This message is displayed if the minimum character count isn't achieved or if the question is skipped (when marked as a required field).
    • This question is required makes this a mandatory field and so the form cannot be submitted without it being completed.
    • Dynamic variables can be added to several of the fields as described earlier in this form.
    • Clicking Apply will add the custom question to the form for viewing/testing but it's not saved. Cancel will discard the details. 
  17. Choosing Dropdown produces a list field allowing customers to choose their response from predefined values that you have supplied (a minimum of 2 values are required). Once again, the pencil button is used for editing and the dustbin button for deleting.Clicking on the pencil button displays several options for this custom question.
    • Question Label is the text that is shown to the customer as the custom question.
    • Select Message is the text that is displayed at the top of the drop-down list before the drop-down arrow is clicked. By default, this is 'Please select an option'.
    • Invalid Message is the error message customers see if the question is skipped (when marked as a required field).
    • This question is required makes this a mandatory field and so the form cannot be submitted without it being completed.
    • Answer Label is a predefined value to appear in the list (a minimum of 2 values are required). Each value is added and then another set of fields created using Add Option after completing each Answer Label (and optionally an Answer Value).
    • Answer Value is an alternative value to the Answer Label. This is used where a customer-friendly value is presented as the Answer Label but an alternative value needs to be passed to the database. This alternative value would be the Answer Value.
    • An Answer Label/Answer Value pair can be deleted by clicking the red dustbin beside the one that's not needed.  
    • Dynamic variables can be added to several of the fields as described earlier in this form.
    • Clicking Apply will add the custom question to the form for viewing/testing but it's not saved. Cancel will discard the details. 
  18. Add Custom Question is also available for products. This allows you to add extra questions to the product section of the feedback form (only available if the Feedback Type is defined as 'product' or 'both service and product') but, as with the service section, the optional product 'Custom Questions' is required. To enable this on your account, please contact us. If you have the option and you would like to add extra questions, click on the product section Add Custom Question. The settings are the same as those for Add Custom Question in the service section above.
  19. The final extra section is Add NPS. This allows you to add an NPS (Net Promoter Score) question that asks 'How likely are you to recommend {{merchantName}} to a friend, relative or colleague?': NPS is an optional product so this question can only be added if NPS is enabled on your account. Please contact us for more details. If you have the option and you would like to add it to the form, click Add NPS. The NPS question and a score selection between 0 and 10 will be added to the form. Again, you have a pencil and dustbin button to customise the section, clicking the pencil button offers the following options.
    • Make NPS Question Compulsory forces customers to complete the NPS question before submitting their feedback.
    • Capture NPS Reason determines if a reason for the NPS score is asked for. There are three options:
      • None means no reason for the score is asked for.
      • Free text field gives customers the chance to add their reason to a free text field.
      • Predefined offers customers a list of reasons for their score which they choose from (a minimum of 2 reasons are needed). This displays the Add Option field for adding the predefined options.
      • Add Option prompts you to Add Label and Add Answer for multiple values, Add Label being the predefined value that the customer sees in the list and Add Answer being an alternative value that is passed to the database when this label is selected.
      • Clicking Apply will add the NPS reason to the form for viewing/testing but it's not saved. Cancel will discard the details. 
  20. You now have several choices:
    • Having completed the customisations for one language, to minimise the chance of losing data due to network issues, we highly recommend that Save Template is used to save all edits before moving to another language. Switching to another language is done through Preview Language at the top of the screen.
      Although your feedback request email will be sent in the language defined in your business settings, customers will view the feedback form in the language defined by their web browser's locale setting. For English-speaking users, browsers often default to English (United States) but as the locale can easily be changed to English (United Kingdom), both locales are widely used. To ensure all English-speaking audiences see the same content, after customising and saving the template in one English language, we recommend the customisations are repeated for the other English language. Note: When testing changes made to the feedback form in one English language, you may find the customisations aren't being shown. This is probably due to your browser's locale setting and will be resolved by repeating the customisations in the other English language. This issue may occur with other combinations of languages too, for example, French (Canada) customers may have their browsers set to French (France). In this case, for all French customers to see the customisations, we would recommend duplicating customisations between the French languages.
    • Save Template will save all changes made to the template since the last save. This will include saving changes for multiple languages if they haven't been saved previously.
    • Back to Feedback Preferences discards all changes made to the template since the last save. Confirmation is required before the changes are discarded.
    • Reset Template discards all edits that have ever been made to the template and sets everything back to the system default. Confirmation is required before the template is reset.
    • The final choice is Preview. This opens a semi-functional preview of the form which displays the content as seen by customers, Desktop being the default view that's opened:  
  21. Being semi-functional, the form presents the questions in stages in the same way as Feefo's real feedback form but, to test it, you do not need to complete each field before proceeding.
    If you have 'service' or 'both service and product' reviews as your Feedback Type, check that the service content (by default, this is the section titled Your Customer Experience) is as expected. If you have added some service custom questions, they will be shown too with the correct options (not shown in these screenshots). Clicking Save and Continue will move to the next section of the form. Note: Save and Continue is used as a method to move through the form sections in the same way as customers will and doesn't actually save any test content added to the form.
    If you have 'product' or 'both service and product' reviews as your Feedback Type, the product content (by default, this section is titled Your Purchases) will then be displayed. Again, if there are product custom questions, these will be displayed too (not shown in these screenshots). 
  22. Check the content and then click Save and Continue. If you have the NPS option, the section titled Your Recommendation will be displayed:
  23. The Desktop preview can be switched to Mobile at any point to see how the form will appear on a small screened device:
  24. Different language versions of the Desktop and Mobile previews can also be viewed by clicking on the locale drop-down in the top right corner of the form. For the Desktop preview: 
  25. For the Mobile preview:
  26. At any stage during the preview, any issues found with the content can be corrected by switching back to the editor and making the changes. This is done by choosing Close Preview.
  27. Continue to edit content as needed. Once completed, you now have several options, all available from the top-right corner of the template editor:   
    • Save Template will save all changes made to the template since the last save. This will include saving changes for multiple languages if they haven't been saved previously.
    • Back to Feedback Preferences discards all changes made to the template since the last save. Confirmation is required before the changes are discarded.
    • Reset Template discards all edits that have ever been made to the template and sets everything back to the system default. Confirmation is required before the template is reset.