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Customer Activity

Customer Activity displays account details and metrics as well as activity, ratings, and reviews for both 1st- and 3rd-party reviews. Available tools help you take action on feedback from a single screen.

Details and metrics include:

Tools include:

NPS/Rating

NPS Score and NPS/Rating in Customer Activity displays the total and individual NPS scores for both 1st- and 3rd-party reviews.

Using Ultimate or Review Mode, you can request a Net Promoter Score® (NPS) from your customers. The total NPS Score is displayed at the top of Customer Activity. Individual scores received are listed in Recent Activity under NPS/Rating. Click the column header to sort by NPS/Rating.

If data is filtered, results reflect the filtered data.

Request Mode and Communication Method

Request Mode displays the selected Request Mode for a location. The current Communication Method is also displayed and can be updated to send requests automatically or manually.

If data is filtered, results reflect the filtered data.

Monthly Requests

Monthly Requests shows the number of requests used to date and the total number of requests available per month. To adjust the total number of requests available update your subscription plan.

If data is filtered, results reflect the filtered data.

Customer Profiles

Customer Profiles displays the total number of customer profiles.

If data is filtered, results reflect the filtered data.

Feedback

View feedback received from 1st- and 3rd-party reviews under Feedback in Customer Activity.

Feedback displays content received from a customer for both 1st- and 3rd-party reviews if available.

To view the Feedback History for a 1st-party review click the customer’s name or go to Manage > View Profile for the entry you wish to view.

Status

The Status column in Customer Activity displays the status of each entry by most recent activity.

Status displays the most recent activity for an entry. Available statuses vary for 1st- and 3rd-party reviews.

1st-party Review Statuses

Customer added – A customer (including First Name, Last Name, and Email or Mobile Phone) or repeat customer has been added but a request has not been sent

Request sent – A request (Email or SMS) has been sent but the customer has not taken action

Opened – no feedback – The customer opened the request but has not taken action

Rating received – The customer has given only a Net Promoter Score® but did not provide written review content

Review received – The customer has given both a Net Promoter Score® and a 1st-party Review

Click to review site – The customer has clicked a selected 3rd-party online review site (such as Google, Facebook, or Trip Advisor) displayed in the request

Unsubscribed – The customer unsubscribed from Email Requests

3rd-party Review Statuses

Rating received – A customer rated your business on an online review site you monitor but did not provide written review content

Review received – A customer rated your business and provided a 3rd-party review on an online review site you monitor (such as Google, Facebook, or Trip Advisor)

Source

The Source column in Customer Activity displays the method of communication or entry for a customer and is available for 1st-party reviews only.

Source displays an icon that represents how the business interacted with a customer or how a customer interacted with your business. The Source column is only populated for 1st-party reviews and can display the following icons:

Email Request – a request will be sent via email or the customer has responded to an email request

SMS Request – a request will be sent via text message or the customer has responded to an SMS request

TextBack – a customer has been added and feedback received via TextBack

Feedback Locator – a customer has been added and feedback received via the Feedback Locator

Feedback URL – a customer has been added and feedback received via the Feedback URL

Kiosk Mode – a customer has been added and feedback received via Kiosk Mode

API – a customer has been added via an API

Filter

The Filter in Customer Activity can be used to sort entries.

Customer Activity offers a powerful filter to assist in managing reviews. Over 25 selects are available across 4 categories including:

Rating Type

The Rating Type category offers the following selects to filter entries received:

  • All Requests
  • 1st party review
  • 3rd party review
  • Promoters 9-10
  • Passive 7-8
  • Detractors 0-6
  • 5 star
  • 4 star
  • 3 star
  • 2 star
  • 1 star
  • Facebook Recommend: Yes
  • Facebook Recommend: No

Tags

Tags added to reviews using Tags or Auto-Tagging are listed under Tags in Filter and can be used to sort entries in Customer Activity.

Activity & Actions

The selects available in Activity & Actions help you manage your reviews in Customer Activity.

Selects applicable to 1st-party reviews only:

  • Customer added – not sent
  • Request sent
  • 1st reminder sent
  • 2nd reminder sent
  • Opened – no feedback
  • Click to review site
  • Unsubscribed
  • Failed to Send

Selects applicable to all reviews:

Add Customer

Add a customer directly from Customer Activity using + Add Customer.

Easily add a customer in Customer Activity using + Add Customer.

For a single location, click + Add Customer in Customer Activity to enter information and add a customer.

Click + Add Customer in Customer Activity and enter information to add a customer.

If you have multiple locations but do not select a location in Business Dashboard, you will be asked to select a location before adding a customer when you use + Add Customer in Customer Activity.

If no location is selected you will first need to select a location when using + Add Customer in Customer Activity.

Export

Export allows you to export data in Customer Activity to a .csv or .pdf. If you have used Filter, Order by, Date Range and/or sorted by column header Export will create a .pdf or .csv of entries exactly as they are represented in Customer Activity.

Sample .csv export showing entries in Customer Activity filtered for 1st-party reviews.
Sample .pdf export showing entries in Customer Activity filtered for 1st-party reviews.

Select Customer

Select single or multiple customers (1st-party reviews) to enable Delete and Send Feedback Request buttons

Select customers (1st-party reviews) in Customer Activity to enable Delete and Send Feedback Request buttons. Click the box in the title row to select all 1st-party entries on the page.

Send Feedback Request to selected customers pop-up confirmation
Delete selected customer pop-up confirmation

Manage Auto-Tagging

For accounts on Pro Plan or up, click Manage Auto-Tagging in Customer Activity to edit an existing tag or create a new one.

Manage

Each entry in Customer Activity includes a Manage button. This button reveals a selection of actions unique to 1st- and 3rd-party reviews.

Manage for 1st-party reviews includes:

  • View Profile
  • Show in Widget ON/OFF
  • Resend a Request
  • Respond

Manage for 3rd-party reviews includes:

  • Show in Widget ON/OFF
  • View on Site Name
  • Reply (for Google reviews only with GMB Authorization)

If a Google review has been replied to, Manage options update to include Edit.

Replied

First-party and Google reviews that have been replied to will be tagged with Replied in Customer Activity.

Click Replied for a 1st-party review to be taken to Feedback History in the Customer Profile to review Response History, send a message, or delete a public response.

Click the Replied tag for a 1st-party review in Customer Activity to view Response History in Customer Profile.

Click Replied for a Google review to review, edit, or delete the response.

Click the Replied tag for a Google review in Customer Activity to review, edit, or delete response.
Updated on August 21, 2019

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