Feedback Settings
When first setting up your account, and perhaps later while testing or trying new strategies, it’s recommended users check the settings on the Feedback Settings page.
When first setting up your account, and perhaps later while testing or trying new strategies, it’s recommended users check the settings on the Feedback Settings page. Some basic settings are found here related to the feedback customers will leave the business and the appearance of certain request functionality.
The Feedback Settings provide options at the Location level. To navigate to the Feedback Settings Page
- Log in to your GatherUp account. Users with a White Label account should log in under the white-label domain
- If you have multiple locations, select the location you would like to access the Feedback Settings of from the Business Dashboard.
- In the left-side menu, expand the "Settings" options and select "Feedback Settings"
First you’ll see Sending Settings. This is the Sender Email, or who the email review request will come from. This is really the "reply-to" email so choose an email that can accept replies if a customer were to respond to the email review request.
Next is Repeat Customer Feedback settings. This setting is related to how soon a customer could receive a 2nd feedback request. For example, if the toggle is ON the customer could receive additional feedback requests. The days threshold shows the minimum number of days between requests. In the example above the business would not send out more than one request to the same customer within 180 days.
Default Send Method is how the business prefers to send out review requests. They can choose email, SMS or to send both simultaneously.
The business can also choose the Reminder Type for SMS Requests. Businesses can send reminders as emails or as SMS.
Each location has the ability to choose their Feedback Rating Type. We offer Net Promoter Score (NPS) which is a 0-10 score. NPS is popular among multi-location brands who want a deeper, more granular look at customer sentiment.
We also offer a 5-star rating scale as a Feedback Rating Type. Stars are popular with service businesses who want a cohesive rating experience with online review sites.
There’s an additional setting for when to show the positive landing page when in Ultimate or Review modes . It will indicate the 0-10 if NPS is chosen, or 1-5 if Stars are chosen.
Feedback URL QR Code
You can access a location's Feedback URL within Feedback Settings. Copy the code to use on your website, on printed materials and more.
You'll find a convenient QR code generated from the Feedback URL as well. Download the QR code for easy review generation.
Finally, you’ll see a section called Landing Page Settings. These are customizations you can make to the Landing Page to show certain fields or copy. If the business is collecting reviews to post on their website through a Review Widget it’s important to have the Permission to Post Review on Your Website Checkbox toggled ON.
Users can choose whether or not to Ask for Customer’s Mobile Phone Number on the landing page. It can be helpful to toggle this on, especially to develop deeper connections with customers through SMS marketing .
Most users do not toggle the Ask for Customer’s Job ID field on. If a customer knows the ID number this can be used to sort and organize feedback by a specific job or customer type.
Lastly, by default we toggle on the Show Business Address and Phone Number field but you can toggle this off if the business has a headquarters in one location, but services other areas.
See related:Set threshold for Negative or Positive Feedback
Repeat Customer Feedback Settings