This guide explains how to set up an 'Ask for internal feedback + public review' template when creating a campaign in Review Generation for Reputation Manager (RM).
Contents
1. Template Settings
On the first page, you can start creating your campaign template.
Here, you can:
- Name your template
- Add your logo
- Select your internal feedback type - e.g. NPS, thumbs or stars
- Set your positive score threshold
- Enable additional feedback
Template Name: Give your template a name, so you can reuse it for other locations.
Upload Logo (optional): Click the 'Add File' button to upload your logo, or simply drag files into the box — if no logo is uploaded, we will display the business name instead.
Select your internal feedback type: Choose from NPS, Thumbs, or Stars.
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NPS: Invites customers to rate their experience by leaving a score from 1-10 (where 0 = terrible and 10 = amazing). Use the slider to set the 'positive score' threshold for the location — this will be used to differentiate between a 'Promoter' and a 'Detractor' when setting up your campaign.
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Stars: Invites customers to rate their experience by leaving a star rating. As with NPS, you can set the threshold for a positive score.
- Thumbs: Invites customers to rate their experience with a ‘thumbs up’ or ‘thumbs down’.
Enable additional feedback step: Once customers have left their score, you have the option to gather additional feedback about their experience in the form of an opentext field. Select here if you want this field to be shown to all respondents, just negative respondents, or removed completely from the flow.
Once you are happy with the settings on this page, click 'Next' in the bottom right-hand corner of the page.
2. Email Settings
Next up, you'll see the Email Settings page, where you can draft email messages to prompt people to review this location.
a. Email
On the right-hand side, you'll see a preview of what your email will look like using the current settings.
To see what your email will look like on a mobile device simply click the button above the preview box.
You’ll also see the following options to edit the email:
Email subject: Here, you can input your own wording for the email subject. You can use {{BusinessName}} as a placeholder in your email subject, which will be taken from the 'Reviews & Ratings' report settings.
Email introductory text: This is the edit box for the email. You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email text — the {{FirstName}} will be taken from the CSV file and populated, while {{BusinessName}} will be taken from 'Reviews & Ratings' report settings. You also have basic formatting abilities such as bold, italic, bullet points, hyperlinks, etc.
Email sign-off text: This optional section lets you input the email sign off, if needed. Again, you can use {{FirstName}} and {{BusinessName}} as a placeholder in your email text, where {{FirstName}} will be taken from the CSV file, and {{BusinessName}} will be taken from 'Reviews & Ratings' report settings. You also have basic formatting abilities such as bold, italic, bullet points, hyperlinks, etc.
Legal Content: This information is required to be displayed in the email footer as part of our Terms and Conditions that are enforced by anti-spam law. You must include your contact information inside every email campaign that you send, including a physical mailing address or PO Box where you can receive mail (not a website or email address).
b. Follow-up Email
This allows you to control the campaign's follow-up email. You can enable it by clicking on the 'Enable follow-up email' toggle. You can edit the email in the same way as outlined above.
3. SMS Settings
a. SMS
In the preview pane, you’ll see an example of how your SMS will look to the recipient.
If you switch on ‘Enable Follow-up SMS’, these will be scheduled and sent out to contacts who didn’t respond to the first message. For SMS mode these are sent 72 hours after the initial review request.
Credits will be deducted when the follow up messages are sent, so please make sure that you have enough credits on account.
SMS text: Here is where you can edit the body of your SMS, use {{FirstName}} and {{BusinessName}} as a placeholder in your email text. {{FirstName}} will be taken from the contact(s) that you upload when you’re ready to send the campaign. {{Business Name}} will be taken from report settings.
b. Rating Page
On this page, you can customize the introductory text that appears on the landing page which the user will be taken to once they have clicked the shortlink.
All requests sent via SMS Mode will be sent from toll-free numbers, rather than local numbers. This is to ensure that messages reach the intended recipients safely and with no blocking from mobile carriers.
4. Landing Page Settings
After a contact has selected a score for the business, they will be directed to either a ‘Positive score’ landing page or a 'Negative score' landing page, depending on the NPS score or star rating they provided.
Just like in email and SMS, you can customize your landing pages. Along the top are four tabs, where you can individually edit your positive and negative landing pages. See below for more information on each.
a. Positive Landing Page 1
If a customer gives a positive score, this is the first positive landing page that the customer will see — it shows them the NPS score or star rating that they gave. The feedback here is for internal information, so just for the business directly.
Feedback score test: This is the text for the first sentence in the landing page. Here, you can change and format the text, and you'll see this dynamically change in the sample landing page on the left.
Thank you text: This is the last sentence on the landing page, where you can change and format the text — again, you'll see this dynamically change in the sample email on the left.
Checkbox: Selecting the checkbox will add a message to your landing page asking the customer for permission to use the review they leave as a promotional tool on your website or in marketing material. If you do not have permission from a customer then you cannot display the feedback/review using our Showcase Widget tool.
Landing pages background color: You can select the color of the background here, and you'll see this dynamically change as you try different colors.
b. Positive Landing Page 2
This is the second landing page. You will see the review sites you will be selecting during the process within the preview on the right.
Thank you text: This is the main sentence within the landing page. Here, you can change and format the text — you'll see this dynamically change in the sample email on the left.
c. Negative Landing Page 1
Customers who give a negative score are asked to provide feedback on the first of the two 'Negative Score Landing Pages'. They are then asked to write a public review on the second 'Negative Score Landing Page'.
On the right, you can see a preview of what your 'Negative Score Landing Page' will look like with the current settings applied.
Thank you text: This is the main sentence on the landing page — here, you can change and format the text, which will dynamically change in the sample email on the left.
Follow-on text: This is the last sentence on the landing page — here, you can change and format the text, which will dynamically change in the sample email on the left.
d. Negative Landing Page 2
This landing page is for when customers are asked to write a public review on the sites of your choice. You will be able to engage with these customers and ensure them that their feedback will be taken seriously.
Enable voucher: Here, you enable the toggle to allow the input of a voucher code.
Thank you text: This is the main sentence on the landing page — here, you can change and format the text, which will dynamically change in the sample email on the left.
5. Kiosk and Link Mode Settings
The next options are to edit the Kiosk and Link Mode — this allows you to request feedback from your customers on a dedicated web page, which you can present to them in person or through other customer communications.
This is ideal businesses that involve working and interacting with customers in person. If you do not wish to use this, then simply click the 'Save Template' button in the bottom right-hand corner — you can always come back and edit the template if you decide to use Kiosk Mode at a later date.
a. Rating Page
Add to the ‘Introductory text’ section the question you want to ask the customer, and it will change dynamically in the template example on the right-hand side.
b. Feedback Page
After a customer has selected a score for the business, they will be asked to provide their feedback, followed by their name and email address.
Add to the ‘Introductory text’ section a question asking why the customer left you the score that they did.
Checkbox 1: Selecting the checkbox will add a message to your feedback page asking the customer for permission to use the review they leave as a promotional tool on your website or in marketing material. If you do not have permission from a customer then you cannot display the feedback/review using our Showcase Widget tool.
Checkbox 2: If you are sending your campaign to customers in the UK and EU you’ll need to also enable the GDPR opt in by clicking the checkbox.
c. Positive Feedback Step
A short time after the customer has left positive feedback, they'll receive an email from no-reply@customfeedback.com asking them to write a public review on at least one of your preferred review sites. You can only edit the text here, and it will pull in the review sites you have selected.
Enable reminder email (72 hours after first contact): Select this checkbox to send a reminder email 72 hours after the first one. These emails will only be sent to customers who have opted in to marketing communications.
Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text, where {{FirstName}} will output the customer's first name, and {{BusinessName}} will be taken from 'Reputation Manager' report settings.
Introductory text: This is the first sentence of the email — you'll see it change dynamically change within the template email on the right.
Body text: The main part of the email text that you can customize. You are only able to edit the text here, and it will pull in the review sites you have selected.
d. Negative Feedback Step
If the customer has left negative feedback, they will receive an email from no-reply@customfeedback.com a short time after doing so, asking them to write a public review on one of your preferred review sites. You can only edit the text here, and it will pull in the review sites you have selected.
In the content of this ‘Negative feedback’ email, you have the opportunity to engage with the customer to ensure that their feedback will be taken seriously — potentially also providing a way to resolve the issue that doesn’t result in a negative review.
Enable reminder email (72 hours after first contact): Select this checkbox to send a reminder email 72 hours after the first one. These emails will only be sent to customers who have opted in to marketing communications.
Enable voucher: Here, you can enable the toggle to allow you to input a voucher code.
Email subject: You can use {{FirstName}} and {{BusinessName}} as a placeholder in your email subject text. {{FirstName}} will output the customer's first name, while {{BusinessName}} will be taken from 'Reputation Manager' report settings.
Introductory text: This is the first sentence of the email, and you'll see it change dynamically within the template email on the right.
Body text: This is the main part of the email text that you can customize.
Once completed, click the 'Save Template' button in the bottom right-hand corner to save your template.
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