Common questions around setting up a customer feedback survey including how often customers can leave feedback and how to offer rewards for leaving feedback.
đ Note: The Feedback tab in your Marsello admin, allows you to view customers' responses to their experience online and in-store.
Sending feedback surveys
Q: Can customers leave feedback after each individual purchase they make?
A. As long as the earned points automation is enabled, the customer will be eligible to leave feedback after each purchase. If the customer, clicks on feedback link from the automation after leaving feedback, they will be led to the same feedback form where they can update their feedback and the updated feedback will be synced to Marsello.
Q. If a customer makes multiple purchases in the space of a week, would they be sent the survey form each time?
A. The feedback block is included in the Earned Points Automation, so are able to complete the survey every time theyâve earned points.
Q. Can I send a different feedback survey each time a customer makes a purchase?
A. Currently, there isn't a feature to create and send different feedback surveys each time a customer makes a purchase. If this is a feature that will benefit your store, please contact our support team and let them know.
Q. Can we stop or pause sending a notification email to a merchant when a customer completes private feedback?
A. Currently, there isn't a feature available that will pause sending a notification email to a merchant when customers complete private feedback. If this is a feature you are interested in, please contact our support team and let them know.
Awarding points for feedback
Q. Is it possible to automatically apply points to a customer profile based on positive feedback?
A. Currently, there isn't a way to automatically apply points to a customer's profile based on positive feedback. However, you can still achieve this in a couple of ways:
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 that if you choose this option, customers may not earn points instantly for their positive feedback. The system searches for new customers to add into segments once every six hours so there may be a short delay in the customer entering the segment and receiving the automation with the points step. In addition, customers are only eligible to enter a segment once so wouldn't receive the automation each time they make a purchase. It is recommended to market the reward to customers as a thank you for leaving their first feedback.
Replying to feedback
Q. I'd like to reply to my customer's feedback using Marsello. Will this open an email template showing the customer's email address as the recipient?
A. The âemail customerâ option opens a âmailto:â function which would automatically open the your email with a new draft populated with the customerâs address IF you have a mail app open on the computer you are using.
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