What’s new: Easily find and action customer feedback with Rate My Experience

Rate My Experience is a post-appointment feedback tool that closes the loop after service appointments. Real-time customer surveys provide feedback that’s actionable, representative and accurate.

The latest update makes it simple to find and action customer feedback from within the operational dashboard.

What's new at a glance

• Finding feedback in the dashboard: The dashboard now includes a dedicated tab to search, view and acknowledge customer feedback. Staff can filter feedback based on order number, date range, which feedback form the customer received, and whether the feedback has been seen or acknowledged.
• Making feedback more actionable: It’s easy to see when there’s new feedback in the dashboard, and staff can acknowledge feedback so that colleagues know it’s being dealt with.
• Supporting various feedback formats: Configure feedback forms with emojis, star ratings, number ratings or NPS.

Finding feedback in the dashboard

With Rate My Experience, customers receive an SMS as soon as a job is completed. The SMS links to a web-based portal, where the customer submits a feedback rating and answers questions about your service.

The latest update makes it simple to manage this feedback within the operational dashboard. 

Within the tab, users can find an overview of today’s feedback, including the number of responses and the average rating. This is followed by a list of feedback responses organised by operative and job number. At a glance, staff can see when the feedback was submitted, the rating, and whether the feedback has been viewed and or acknowledged. 

Staff can filter feedback based on order number, date range, feedback type, and whether the feedback has been seen or acknowledged.

Making feedback more actionable

Feedback is most valuable when you can quickly take action on it. That’s why our customers use Localz to request feedback right after an appointment.

Real-time negative feedback alerts already help businesses to respond quickly to unhappy customers. 

To take this a step further, we’ve made it easier to prioritise and action feedback:  

• The new ‘unseen feedback’ badge (the red circle next to Rate My Experience) makes it easy to see when new feedback has been received.
• Staff can now acknowledge feedback so that colleagues know it’s being dealt with.
  
  

Supporting various feedback formats

We wanted to make it easier for you to benchmark and monitor customer satisfaction. We also recognised that feedback forms should be consistent with your brand voice. We’ve therefore made it easier to configure feedback forms with different feedback formats, including emojis, star ratings, number ratings and NPS scores. 

Data and insights

As part of the new  dashboard experience, we’re making it easier to review and optimise your service performance. You can now view high level and granular data relating to customer feedback, as well as operational performance and customer engagement.

Getting started with Rate My Experience

Already collecting service delivery feedback using Localz Rate My Experience? Ask your Customer Success Manager about the latest features!

Not using Localz for feedback yet? Read more about the customer experience and operational benefits of real-time feedback.

Want to learn more about customer engagement? Book a chat with one of our experts to find out how we can help.