Get Customer Feedback

Get Customer Feedback

Congrats!  You are done with orientation and company setup and ready to start connecting with your customers.

There are many ways to get feedback from your customers.  However, in an age of market research, most people find “post experience” surveys annoying.  The best time to ask for feedback is before your customers leave.  This is when they are most likely to take the time to share their experience with you.

The “Customer Happiness” or “Quick Rating” is an opportunity to get a temperature read on the overall quality of your customers’ experience.   Whether they have had a great experience, or a poor experience, about 50% of people who rate, will take the time to communicate with you about what they appreciated, or what you could do to improve their experience.

There are many ways to get feedback in real-time –  direct your customers to your web and social sites and offer incentives for feedback.  Have tablets presented with the bill or free-standing kiosks to engage your customers.  Use your WiFi landing page to collect an email or phone number to send a comment card to your customers’ phone.

The most effective way is to ask for feedback at point of sale, by embedding your comment card on your payment device.  Below you’ll find more information on how to get feedback in all of those ways with Customer “Share Links”.

Customer “Share links” are URLs that link to your customer comment card or a simple customer engagement app that have been optimized for different venues.  They can be found under “Links > Customer Connect” in the main navigation bar, or, in Setup > Customer Connect>.   The following share links are automatically created when you setup your account.

Web Comment Card

The first share link, “Web Comment Card” is designed to be shared online via your website, socials, and email. The “Web Comment Card” is accessed using your customers’ personal devices.

On this version of the comment card, the social and web links you added under the links tab on the Setup > Company page will appear inviting customers to follow and share on social media after completing the comment card.

Post the link on your website, socials and send to your customers as part of email campaigns to invite your customers to give feedback.

Add your comment card link to your company mobile app so customers can easily give feedback from their phones.

Keep up to date on social media with convenient access to your social accounts from the main navigation bar.

Go to Setup > Company and click the “Links” tab. Enter links to your company Facebook, Twitter, Tumblr, etc. under “Social Marketing Links”. These will appear on the main navigation bar under “Links > Social Media”.

Tablet Comment Card

The second share link, “Tablet Comment Card” is designed to be delivered on tablets within your business, and does not include social links.

It is typically used with tablet “lock down” features or software allowing users to browse only authorized URLs such as the comment card.

Kiosk App

The third share link, “Kiosk App” is a simple app that runs on a tablet to provide your customers easy access to information while they are in your business. Each button has either a pre-defined page to add content, or hyperlinks to another URL.

You can upload four rotating images in the kiosk app with four hyperlinked buttons including the “Tablet Comment Card” link which automatically links to your tablet formatted comment card.

The kiosk app does not include social links.

The kiosk app is is typically used with tablet “lock down” features or software allowing users to browse only authorized URLs.

Phone App

The fourth share link, “Phone App” is is a simple app to provide your customers easy access to information on their phones. Each button has either a pre-defined page to add content, or hyperlinks to another URL. The phone app is a URL with four hyperlinked buttons including the “Web Comment Card” link that includes social links.

Use it to provide your customers easy access to hours, find the closest location, see menus or order screens, and find out about specials or upcoming events.

The comment card link in this app includes social links and invites your customers to follow you on social media.

WiFi Landing Pages

The fifth share link, “VIP Landing Page” is designed to be delivered on a WiFi network as a landing page that invites customers to sign up to loyalty programs, and then emails the “Web comment card” for feedback.

Get more information on how to setup your VIP Landing page on your WiFi network from your WiFi provider.

Payment devices

Your payment device can deliver both customer sentiment and sales data back to your Drive CX dashboards. Deliver your comment card on your payment device at point of payment.

Dynamically configure the comment card on your device through your comment card setup screens

To embed your customer comment card on a payment device, go to Setup > Integrations.

Click the “API” tab and the “Generate API Secret” key button.

Download the Drive CX application from the browser on your payment device. Click on the Drive CX icon to load. The first screen you will see is the “Configuration Screen”.

Enter the “Client ID” and the “Secret API Key”

Select a location, language and opt whether to show the “Server Setup Screen”.

Press “Save”.  Present your payment device to your customers to rate their experience, pay their bill and fill in a comment card.

We currently support the following devices:

  • Ingenico Move 5000/Desk 5000
  • Poynt 2 (2G) and Poynt 5 (5G)
  • Clover Flex
  • Verifone Engage P400 and Carbon 10

Now that you have your comment card deployed, you probably want to make some changes.

Let’s GO TO THE NEXT TUTORIAL

Optimize your Branding

Or, if you prefer, go to the complete Drive CX Learning Guide.

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