Common questions around setting up a customer feedback survey including how often customers can leave feedback and how to offer rewards for leaving feedback.
📝 Note: The Feedback tab in your Marsello admin, allows you to view customers' responses to their experience online and in-store.
Sending 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. 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.
Awarding Points for Feedback
Q. Can I automatically apply points to a customer profile based on positive feedback?
A. No, points cannot be automatically awarded for customer feedback bulk. You can, however, manually create a segment of customers who have left positive feedback and then run a points import for the customers in this segment.
A second option would also be to create a segment of customers who have left positive feedback and create a custom automation with a points reward for this audience. Please note that points won't be awarded immediately as the custom segment checks for new customers every 6 hours. This means it could be up to 6 hours before the customer receives the points earned email. Please note that customers would only be able to enter the segment once and thus would only get automatic points for leaving positive feedback once.