The ‘Enable additional feedback' setting (formerly known as Direct-to-Review) is available in the Get Reviews section of Reputation Manager. It is only available when creating a template that asks for internal feedback + public review.
This setting gives you the option to gather additional feedback about each customer’s experience. This open text field can be shown to all respondents, just negative respondents, or completely removed from the flow.
How to switch on the ‘Enable additional feedback step’
In a campaign template, first, click the ‘Start a review generation campaign’ on the Get Reviews Overview page.
Next, you’ll be able to see which template is currently active for this Location. To edit the active template, open the dropdown and click ‘Edit’ to access the template wizard. If you'd like to set up a new template, click ‘Create New Template’.
Once the template wizard is open, you’ll see the options to ‘Enable additional feedback step’ for either:
- all respondents,
- just negative respondents,
- or completely removed from the flow.
Once switched on, this will be reflected in the text of the template wizard. For example, in the SMS Rating Page settings, you'll notice the blue alert message shown below.
The same goes for the Kiosk and Link Feedback Page. If the recipient has given a positive NPS score, they won’t see the feedback text field. Here, they’ll only be asked for their name and email address.
So now that you’ve switched on the 'Enable additional feedback' step in your template, let’s take a look at what this looks like for customers when you use each Get Reviews mode.
Email Mode with Enable Additional Feedback
When sending requests via email with the enable additional feedback step turned on, the recipient will pick an NPS score from the email body itself. This determines how many steps there are in the process and whether they will be asked to leave internal feedback before being shown the links to external review sites.
If the recipient picks a positive NPS score, it’s a two-step process. After selecting a score they’ll be taken straight to the Positive Landing Page 2 and shown the external review links.
Picking a negative score from the NPS scale results in a three-step process for recipients. After clicking on a score, the recipient will be taken to the internal feedback step. Once they have written some feedback about their experience, they’ll move to the second Negative Landing Page where they can click out to external review sites if they would like to.
SMS Mode with Enable Additional Feedback
Clicking out on a short link in an SMS review request takes the recipient to the Rating Page, where they will first select an NPS score.
If that score is positive, the responder will progress directly to the Positive Landing Page and be asked to publish a review on an external site.
If the recipient leaves a negative score, then the internal feedback field will appear on the Rating Page before they progress to the Negative Landing Page.
Kiosk Mode with Enable Additional Feedback
When recipients fill out a Kiosk Mode review request with the 'Enable additional feedback' step turned on they will pick an NPS score on Step 1.
If a positive score is selected, Step 2 will simply ask the responder for their name and contact email. Then they’ll receive an email request asking them to write a review on one of the selected external sites.
If a negative NPS score is selected, Step 2 will ask the responder for internal feedback before capturing their contact details on Step 3. Later, they’ll receive a confirmation email thanking them for their feedback which contains the external review links.
Link Mode with Enable Additional Feedback
In Link Mode, Step 1 of the request flow is the NPS picker. After selecting a score, both positive and negative responders will progress to Step 2 where they must leave their name and contact email.
Positive responders will progress directly to Step 3, where they’ll be asked to click out and leave a review on an external site.
For negative responders, the Link Mode request will be a four-step process. They’ll be asked to leave internal, private feedback only visible to you in the Get Reviews report, before they can progress to Step 4 and view the external links.