retailcloud's feedback system allows customers to leave feedback directly through the POS or their digital receipt and lets you see how you’re doing in real-time.
Merchants can see customer feedback responses right from their dashboard to better understand what’s working and what could be better.
Set up and manage the feedback messages shown on CDS and emails and set up surveys based on customer ratings.
Why Customer Feedback is Essential for your Business?
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Customer feedback helps improve products and services
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Customer feedback helps you measure customer satisfaction
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Collecting customer feedback shows you value their opinions
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Customer feedback helps you create the best customer experience
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Customer feedback helps to improve customer retention
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Customer feedback is a reliable source of information for other consumers
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Customer feedback gives you data that helps taking business decisions
Enable Feedback
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Navigate to Menu —> CRM —> Feedback
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To Enable Feedback, toggle on the button 'Enable Feedback for your account.
Configure Feedback Questions
Customer Display: Enter the custom text to display on the CDS. This question will be asked on CDS immediately when a customer completes the transaction.
Email: Enter the custom text to display in the email. This question will be asked on the email receipt sent to the customer's email address.
Example of Email Feedback
Digital receipts make it easy for customers to leave private feedback at any time.
Setup Survey
A Feedback survey is a process used to identify or measure the happiness and satisfaction of business entities or consumers.
A feedback survey has a Positive (praise for your product/service) and a Negative (criticism for a product/service) side.
This helps businesses understand buyers' reactions to the company’s products, services, or policies.
This is by far the most popular method for gathering feedback from both current customers as well as potential customers.
There are different types of customer satisfaction surveys:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
Also, your survey questions can include Multiple Choice Questions, Questions with Checkboxes & Paragraphs.
Customer Satisfaction Score (CSAT)
By using rating-based questions, you can easily estimate the satisfaction score and consequently predict your company’s financial health.
Net Promoter Score (NPS)
It is the most accurate metric that helps to measure, manage and improve customer satisfaction. The metric is based on one simple question that finds out “how likely it is that a customer would recommend us to a friend”.
The response options for the loyalty questions are based on a 0–10 point rating scale, with 0 representing extremely negative and 10 representing extremely positive.
Enable Trigger Survey based on Rating
Customer Surveys can be automatically generated based on the ratings (Positive/Neutral/Negative).
Toggle ON the 'Trigger survey based on rating' to automatically sent SMS to customers with a survey link based on their rating.
Create questionnaires that show up for Negative, Neutral, or Positive customer ratings here.
Survey questions can be Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Multiple Choice Questions, Questions with Checkboxes, Paragraphs Questions and Social Media Review.
Click on + Add New and select the type of question out of choice based, on paragraph and rating.
Your survey questionnaire can be a combination of these types of questions.
You can add multiple questions to the survey by clicking on +Add New option. Add more choice-based questions, paragraph-type questions, check boxes, or rating-based questions.
Social Media Review
This section provides three dedicated fields where users can input URLs linking to reviews from supported social media sites. These sites include:
- Yelp
After entering the relevant URLs in the respective fields, ensure to save the changes made in the survey question setup interface.
Once done, click Save.
Preview the Survey
After completing the setup of survey questions, you can preview them to ensure they appear and function as intended. The preview feature allows you to view the survey from the respondent's perspective, ensuring clarity and accuracy before deployment.
- Navigate to the top section of the questions page within the survey setup interface.
- Look for the 'Preview' button displayed prominently on the interface.
- It will redirect you to a preview of the survey questions in a format similar to what respondents will see.
- Once you have reviewed the survey questions thoroughly, exit the preview mode by closing the preview window or using the platform's navigation to return to the question setup interface.
Likewise, you can create separate survey questions for each rating (Positive, Neutral, and Negative).
Whenever a customer rates the business, they will receive the specific set of survey questions we configure here.
CRM Dashboard
Go to Menu —> Dashboards —> Overall —> Customer tab.
This dashboard will give you a real-time overview of your customer's actions on your business. This data will let you find out who your important customers are, make informed decisions about your marketing efforts, measure the success of your business, and prevent poor customer satisfaction.
Merchants can see customer feedback responses right from their dashboard to better understand what’s working and what could be better.
Use this dashboard to track key metrics and learn what can be improved in your business:
- Learn your store's overall rating and how successfully you are running
- Track your Top Customers, newly added customers, and returning customers
- Track how many survey responses you received
- Gauge how your surveys affected the app's rating
- View responses/ratings that need the most attention
How to Measure Customer Satisfaction
Customer satisfaction and loyalty is a crucial factor that determines key business benefits like increased market share, lower costs, or higher revenue.
There is a close connection between customer satisfaction and business performance. Therefore, there is no doubt that you want to make sure your clients are happy with your products and services.
The best way to find out if you meet customer expectations is to get their feedback.
Customer Satisfaction Score (CSAT)
By using rating-based questions, you can easily estimate the satisfaction score and consequently predict your company’s financial health.
Net Promoter Score (NPS)
It is the most accurate metric that helps to measure, manage and improve customer satisfaction. The metric is based on one simple question that finds out “how likely it is that a customer would recommend a brand to a friend”.
The response options for the loyalty questions are based on a 0–10 point rating scale, with 0 representing extremely negative and 10 representing extremely positive.
As it is a simple methodology every business can apply it in customer satisfaction management.
Overall Store Rating
This provides an overview of the store's ratings and review dynamics, as well as insights into the efficiency of your business and performance.
Click on the View Details —> button to navigate to the Store Details page.
If you have multiple stores, choose the specific store from the drop-down box.
Articles in this section
- Item Import Field Descriptions
- Overview
- Merchant Onboarding
- Navigation Bar
- Reports
- Items
- Settings
- Dashboard Overview
- Company
- Register
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