🏷️ Customer feedback is available on all Marsello plans.
📝 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 purchase?
A. Yes, if the Earned Points automation is enabled.
Customers can leave feedback after every purchase.
If they click the survey link again, they’ll be taken to the same form and can update their response. Updates sync automatically to Marsello.
Q. Can I stop or pause email notifications sent when customers leave feedback?
A. Currently, there isn’t an option to pause or stop these email notifications. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Can I block 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 you are interested in seeing this integration, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Can I share my customer’s feedback publicly?
A. No, this isn’t possible right now. There isn’t a feature to share customer feedback publicly. If this is something you'd like to see added, feel free to vote for this feature. Your feedback goes straight to our product team and helps us prioritize what matters most to you!
Q. Will Marsello automatically get translated to another language if I use Google Chrome’s Translate feature?
A. Currently, Marsello will not automatically translate with Google Chrome's Translate. If this is a feature you would like to see, please reach out to our support team and let them know of your interest.
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 in a week, will they get the survey each time?
A. Yes. The 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. Currently, Marsello does not support sending different feedback surveys per purchase. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most 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 feedback
Q. Can I reply directly to customer feedback in Marsello?
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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