📝 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.: Does Marsello offer a customer survey feature?
A. Yes, Marsello offers a fully customizable customer feedback survey.
Q. Can customers leave feedback after each individual purchase?
A. Yes, as long as the "Earned Points" automation is enabled, customers can leave feedback after each purchase. If a customer clicks the feedback link again after submitting their response, they’ll be taken back to the same form, where they can update their feedback. Any updates will be synced to Marsello.
Q. Can we stop or pause notification emails sent to merchants when customers leave private feedback?
A. Currently, there isn’t an option to pause or stop these email notifications. If this is a feature you’d like to see, please reach out to our support team and let them know.
Q. Is there a way to prevent customers from submitting multiple feedback responses for the same transaction?
A. At the moment, Marsello does not support limiting multiple feedback responses per transaction. If this is something you'd find valuable, please share your interest with our support team. As a workaround, you can manually delete duplicate feedback from your Marsello dashboard to keep the reporting accurate.
Q. Is the feedback survey integrated with Grab Taxi driver ratings and recommendations?
A. No, Marsello's feedback survey is not currently integrated with Grab Taxi driver ratings or recommendations. If this is an integration you are interested in, please let our support team know.
Creating a feedback survey
Q. Is it possible to automatically apply points to a customer’s profile based on positive feedback?
A. Currently, there isn't a built-in feature to automatically apply points based on positive feedback. However, there are a couple of ways to achieve 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.
Please note:Customers may not receive points instantly. The system checks for new segment entries approximately every six hours, so there may be a short delay.
Customers can only enter a segment once, meaning 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 feedback survey
Q. If a customer makes multiple purchases within a week, will they receive the feedback survey each time?
A. Yes, the feedback survey is included in the Earned Points Automation. Customers will be able to complete the survey each time they earn points from a purchase.
Q. Can I send a different feedback survey each time a customer makes a purchase?
A. Currently, Marsello does not support sending different feedback surveys per purchase. If this feature would be beneficial for your store, please reach out to our support team and let them know.
Q. If I manually adjust a customer’s points and choose to send them a notification about their updated balance, will the feedback 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 feedback
Q. I’d like to reply to a customer’s feedback using Marsello. Will this open an email template with the customer’s email address as the recipient?
A. The "Email Customer" option uses a mailto: link. This will open 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.
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