Understanding your customer satisfaction feedback survey responses

In this article:

The Feedback tab in your Marsello admin, allows you to view customers responses to their experience online and in-store.

In your Feedback admin, you can:

• Feedback responses

View the feedback that specific customers have left you, as well as any additional comments they have shared.

Unspecified responses mean that no further detail was given.

• Update your reporting period

Here you'll be able to see an overall customer satisfaction measurement for a certain time period. 

You can view data from a specific time frame by selecting All Time, Last 30 days, Last 7 days or Last 24 hours from the Reporting Period drop-down menu.

• More ways to filter your feedback

You can filter customer responses by:

Next to each customer's response, you can perform an action on their feedback. 

If you'd like to send a personal message to your customer to thank them for their feedback or ask further questions to address a concern they have.  
The Email Customer action will open your default email client with a new message addressed to the customer's email address.
💡Pro tip: If you receive positive feedback with a great comment, email the customer asking for them to add it as a review on your Facebook page or online store. This will help increase customer trust, social proof, and sales. 

• Viewing order receipts

Check the order receipt to get additional context for the customer's feedback. 

• Re-assigning Staff Members (POS only)

The staff member account logged in on your POS at the time of the order will be attributed to feedback left by the customer.

Ensure feedback is correctly assigned to your team members to help monitor their customer service and re-assign here if needed.

•  Give Loyalty Points

Reward loyalty points to customers for leaving feedback on their shopping experience, or to compensate for an unsatisfactory experience. 
📝 Note: Comment is an internal note only that will be recorded on the customer's profile. It won't be included if Send Email is selected.
To notify the customer that you've given them points, simply email them by clicking Email Customer in the Actions drop-down.

You can delete the individual customer feedback responses.  

📝 Note: If a feedback response is deleted, this will remove it from your customer satisfaction rating.

View the response in-app with one click and take action by contacting the customer via email.

By measuring your customer satisfaction automatically, you can understand your customers better and find areas to improve your business.