Customer feedback survey: Common questions

Find answers to common questions about the customer feedback survey.

📝 Note: The Feedback tab in your Marsello admin allows you to view customers' responses to their experiences online and in-store.

General feedback survey questions

Q. Am I only able to send the customer feedback survey through the earned points notification email?

A. Yes. The customer feedback survey can only be sent through the earned points notification email right now, not through other automations. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Q. Does Marsello offer a customer survey feature?

A. Yes, Marsello offers a fully customizable customer feedback survey.

Q. Can customers leave feedback after each purchase?

A. Yes. Customers can leave feedback through the customer feedback survey after each purchase, if the Earned Points automation is enabled.

• Customers can leave feedback after every purchase.

• If they click the survey link again from the same email, they’ll be taken to the same form and can update their existing response. It doesn’t create a duplicate. Updates sync automatically to Marsello.

Q. Can I stop or pause email notifications sent when customers leave feedback?

A. No. There isn’t an option to pause or stop the email notifications sent when customers leave feedback on the customer feedback survey. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Q. Can I block customers from submitting multiple feedback responses for the same transaction?

A. No. Marsello does not support limiting customer feedback survey responses to one per transaction at the moment. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you! As a workaround, you can manually delete duplicate feedback from your Marsello dashboard to keep the reporting accurate.

Q. Is the customer feedback survey integrated with Grab Taxi driver ratings and recommendations?

A. No. Marsello's customer feedback survey is not currently integrated with Grab Taxi driver ratings or recommendations. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Q. Can I share my customer’s feedback publicly?

A. No. You can't share customer feedback from the customer feedback survey publicly right now. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Q. Will Marsello automatically get translated to another language if I use Google Chrome’s Translate feature?

A. No. Marsello will not automatically translate when you use Google Chrome's Translate feature. If this is a feature you would like to see, please reach out to our support team and let them know of your interest.

Customer feedback survey rewards

Q. Can I automatically give customers points for leaving positive feedback on the customer feedback survey?

A. No. There isn't a built-in feature to automatically apply points to a customer’s profile based on positive feedback in the customer feedback survey. However, there are a couple of ways to do this manually:

• Option 1: Create a custom segment of customers who have left positive feedback and run a points import.

• Option 2: Create a custom segment of customers who have left positive feedback and set up a custom automation that includes a points step. With Option 2, customers may not receive points instantly because the system checks for new segment entries approximately every six hours, and customers can only enter a segment once, so they won’t receive the automation (and points) each time they leave feedback.

We recommend marketing the reward as a thank you for their first feedback to help manage expectations.

Sending the customer feedback survey

Q. If a customer makes multiple purchases in a week, will they get the customer feedback survey each time?

A. Yes. The customer feedback survey is part of the Earned Points automation and will trigger after each purchase that earns points.

Q. Can I send different feedback surveys for different purchases?

A. No. Marsello does not support sending different customer feedback surveys for different purchases. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes directly to our product team and helps us prioritize what's most important to you!

Q. If I manually adjust points and send a balance update, will the survey be included?

A. No, the feedback survey is only included in the earned points notification when points are awarded via a sale. It is not included when points are manually adjusted, even if the notification is sent.

Replying to customer feedback survey responses

Q. Can I reply directly to customer feedback in Marsello?

A. You can use the Email Customer option to email a customer about their customer feedback survey response. The Email Customer option uses a mailto: link, which opens your default email application with a new draft pre-filled with the customer’s email address, but only if you have a mail app (like Outlook or Apple Mail) set up on your computer.