Feedback and Ratings
OctopusPro has a built-in feedback and rating system designed to help your business collect reviews and ratings from clients regarding the services provided. This is done through an automated background process that can be activated from within your account settings. When activated, rating emails will be automatically sent to your customers after their booking has been completed inviting them to rate and review the service provided. The standard template for the feedback email contains links to the OctopusPro review and rating system which can be customized with the criteria and questions that relate to your business and services, and fully white-labeled with your business branding and URL.
Table of contents:
- How to request feedback from a customer?
- How to enable requesting feedback for new booking statuses?
- How to add complaint/ feedback types?
- How to view the feedback and complaints received from customers?
- How to convert complaint/ feedback status?
- How to add or edit rating tags sent to the customer?
- How to request a review/ rating from a customer automatically?
- How to view ratings received from customers?
- How to edit or reset ratings received from customers?
- How ratings affect the fieldworker’s matrix?
Customer feedback provides you with insights that help you make better business decisions. Further, collecting customer feedback is crucial in managing customer satisfaction, customer retention, and loyalty, improving products and services, and improving fieldworker performance. If you do not attempt to find out what your clients think about your service, you will never be able to give them the best customer experience. Their opinions about the experience they had with your brand are helpful information that you can use to improve your business.
Successful business owners gather and manage distinct kinds of data that help them develop future strategies, only in this way they can adjust their products and services to perfectly fit customer needs. Customer feedback is one of the most reliable sources of tangible data that can be used in making business decisions. Customer insights will help you understand your clients’ needs more profoundly.
How to request feedback from a customer?
You can request customers’ feedback when a booking is completed. To do so, go to Bookings > All bookings from the side menu on the left.
You will be redirected to the booking view page, click on View booking from the completed booking.
You will be redirected to the booking details page, click on Customer > Request feedback.
An email form will pop up with the request feedback email template, edit the email, then click on Send.
you can edit the email template sent to the customer, go to Settings > Communications > Templates & canned responses then click on the template you want to edit to go to the edit page, to learn more about how to edit email templates click here.
An email will be sent to the customer requesting a feedback. When they click on the link provided in the email, they will be redirected to the customer portal. From the pop-up menu, the customer should select the feedback type and write their review then click on Submit. To view the submitted feedback click on View feedback.
How to add complaint/ feedback types?
You can add complaint types to help you categorize issues for each complaint when browsing all complaints, so when your customer is adding feedback he can select its type.
Go to Settings > Communications > Feedback and rating then click on Complaint types.
Add a new complaint type by clicking on the + icon then write your complaint type in the box as shown below, click on the save icon.
When the customer is adding feedback he can select the type from the dropdown menu as shown below, then the customer can write his feedback in the text box.
How to enable requesting feedback for new booking statuses?
For customized or new booking statuses, you can manage which booking statuses are able to send feedback request, to add or edit booking statutes, go to Settings > General settings > Booking settings then click on Booking statuses. To learn more about adding new booking statuses click here.
To add a new booking status click on the + icon, or you can edit a booking status when you click on the edit icon next to it.
A pop-up window will appear, activate the “Include in the request customer feedback email” flag if you want bookings that have the selected status to have “Request booking feedback from customer” option enabled. By default, only bookings with the status “Completed” are included in this email.
Then click on Save.
When the toggle button is enabled, you can request from feedback from this booking status. And it will appear when you view booking, click on Customer > Request feedback as shown below, if you disable the toggle button this option will not be displayed.
How to view the feedback and complaints received from customers?
When a customer submits a new feedback it will appear in the side menu under Feedback > New, where you will find a notification if any new feedback is submitted.
Admin users can view customers’ feedback received, feedbacks are received as complaints in the system, go to Bookings > All bookings from the side menu on the left. You will be redirected to the booking list page. Go to the booking you want to view the feedback, click on View booking.
You will be redirected to the booking details page, from the bottom of the page click on Complaints. You can view all feedbacks regarding this certain booking in this section, you can also delete or edit any received feedback.
When you click on the feedback, you will be redirected to the complaints details page. You can also go to this page by clicking on Feedback > All feedback from the side menu on the left, to view all available feedback and complaints regarding this booking, click on the complaint to view it.
You will be redirected to the complaint details page, from the bottom of the page click on Complaints, all the feedback or complaints will appear.
How to convert complaint/ feedback status?
If you receive complaints or feedback that need follow-up, you need to update the complaint status with your admin users and fieldworkers. When you first receive a complaint or feedback, their status will be set as New. To change the status, go to Feedback > All feedback. You will be redirected to the complaints list page. Click on the complaint you want to convert.
You will be redirected to the complaint details page, click on Convert complaint status.
A pop-up window will appear, type in your comments or upload a file about the complaint or feedback received.
You can control who this conversation is visible to from admin users, fieldworkers or both from the drop-down menu. Click on Convert to in progress.
When a complaint is in progress, a discussion will be open regarding this complaint until it is closed, you can check the comments added from the complaint details page, go to the bottom of the page, click on Discussion, all added comments are seen here and you can add, edit or delete the comments, you can also see if it was seen from admin users and fieldworkers.
After discussing or resolving the feedback/ complaint you can convert its status to closed, go to the complaint details page, from the top right of the page click on Convert complaint status.
A pop-up window will appear so you can add additional comments or files to close the complaint, click on Close. The complaint status will then be considered as closed.
You can re-open the discussion using the same steps.
How to add or edit rating tags sent to the customer?
Rating tags are different attributes based on which customers can rate your services, such as, Value for Money, Customer Service, Communication, Quality of Work, Punctuality, or anything else. Your customers can also add a written review with their rating in a comment field before submitting their rating.
You can add rating tags that will be sent to the customer in the email when they complete a booking.
Go to Settings > Communication > Feedback and ratings, click on Rating tags.
To add a new rating tag click on the + sign as shown below, a new tab will appear so you can add a rating tag, then click on the save icon.
You can also delete any rating tag from the delete icon next to the tag.
How to request a review/ rating from a customer automatically?
An email with a rating request will be sent automatically to the customer once the booking is completed. The cronjob “Request Rating From Customer” must be activated from the automation page. To learn more about automation click here.
You can also edit the email template sent to the customer, go to Communications > Automations, click on the email template next to the automation you want to edit, you will be redirected to the email template edit page. To learn more about how to edit email templates click here.
The customer will receive an email, they should click on the link provided “Review now”.
They will be redirected to the customer portal to review the fieldworker who performed the booking and add any comments if they want in the text box below, then click on Submit review.
How to view ratings received from customers?
When a customer reviews a booking it will appear in the customer rating page, go to Feedback > Customer rating from the side menu on the left.
you will be redirected to the customer rating page where you will find all the ratings submitted to each booking.
You can also view the rating for each booking from the booking view page, go to Bookings > All bookings, and select the booking you want to view.
You will be redirected to the booking details page, from the customer rating section, the admin user can view the customer’s rating given to the fieldworker who performed the booking, and any given comments will be viewed in the description.
How to edit or reset ratings received from customers?
When you receive a rating from a customer it will appear to all your customers on the customer portal when they view your fieldworkers or book a service with them, OctopusPro allows you to edit or reset ratings received so your fieldworker’s profile appears the way you want.
Go to Bookings > All bookings then view the booking that has been rated, from the booking view page, under the customer rating section click on Reset rating to reset the rating received. You can also edit the stars given to the fieldworker if you click on the stars directly.
How ratings affect the fieldworker’s matrix?
Fieldworkers’ ratings summerized in the fieldworkers matrix, go to Statistics > Fieldworkers matrix from the side menu on the left, the rating column calculates the average fieldworker rating for the date period filtered at the top.