🔓 Feedback Survey is unlocked on the Marsello Pro Plan.

In this article:

  • Understanding your Feedback admin
  • Responding to customer feedback
  • Automatically get notified of new feedback

Understanding your Feedback admin

1. In your Marsello admin, go to Feedback


In your Feedback admin, you can:

View Customer Satisfaction

The Customer Satisfaction percentage is calculated by dividing good feedback (green happy face) by the total feedback received from customers. 

View Satisfaction Option Results

Understand which experiences your customers are most satisfied with, by viewing the results of the different satisfaction options.

💡Tip: You can customize the satisfaction options at any time under your Feedback settings.

Feedback responses

View the feedback that specific customers have left you, as well as any additional comments they have shared.

Unspecified responses means that no further detail was given.

2. Update your feedback filters to view specific details

Update your reporting period

Here you'll be able to see an overall customer satisfaction measurement of a certain time period. 

You can view data from a specific time frame by selecting All Time, Last 30 days, Last 7 days or Last 24 hours from the Reporting Period drop-down menu.

More ways to filter your feedback 

You can filter customer responses by:

  • Satisfaction rating: All, Satisfied or Not Satisfied
  • Survey Options: Wait time, Quality, Customer Service, Value and Other (defaults)
  • Additional Feedback: With comments or Without comments
  • Order Site: Website or POS location name (only shows if POS is enabled)
  • Staff: All or a specific staff member

Responding to customer feedback

Next to each customer's response, you can perform an action on their feedback. 


Feedback Actions include:


Email customer

If you'd like to send a personal message to your customer to thank them for their feedback or ask further questions to address a concern they have.  

The Email Customer action will open your default email client with a new message addressed to the customer's email address.

💡Pro tip: If you receive positive feedback with a great comment, email the customer asking for them to add it as a review on your Facebook page or online store. This will help increase customer trust, social proof and sales. 


View order receipt

Check the order receipt to get additional context for the customer's feedback.


Re-assign staff member (POS only)

The staff member account logged in on your POS at the time of the order will be attributed feedback left by the customer.
Ensure feedback is correctly assigned to your team members to help monitor their customer service and re-assign here if needed.

Give loyalty points

Reward loyalty points to customers for leaving feedback on their shopping experience, or to compensate an unsatisfactory experience.  

📝 Note: Comment is an internal note only that will be recorded on the customer's profile. It won't be included if Send Email is selected.
To notify the customer that you've given them points, simply email them by clicking
Email Customer in the Actions drop-down.

Delete

You can delete the individual customer feedback responses.  

📝 Note: If a feedback response is deleted, this will remove it from your customer satisfaction rating.

Automatically get notified of new feedback

Whenever a customer leaves feedback, you will receive an email notification. The email will contain the customer's name and email address, and the details of the feedback.

View the response in-app with one click and take action by contacting the customer via email.

By measuring your customer satisfaction automatically, you can understand your customers better and find areas to improve your business. 

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