Importance of Feedback
Feedback is critical for every business. By asking for feedback from your customers, you will know who your best customers are and where your business can improve. Signpost makes it effortless to continuously collect feedback from your customers and turn that feedback into valuable reviews and testimonials.
While making sure that prospective customers see positive reviews and testimonials is a plus, being able to catch negative feedback and resolve potential issues can also drive more repeat business and prevent negative reviews.
The Feedback Process
Feedback emails are the first emails Signpost sends out on your behalf once your account is set up. This allows us to understand who your top customers are and filter anyone who might say anything negative.
The feedback email is simple and straightforward, asking customers to rate your business out of 5 stars.
- If the customer indicates that they had a "positive" or "very positive" experience (4-5 stars), they will be asked to leave review on one of your review sites.
- If the customer indicates that they had a "negative," "very negative," or "neutral" experience (1-3 stars), their feedback goes to you directly, and Signpost will automatically turn off all review and referral campaigns for that contact. They will, however, continue to receive feedback requests every few months in case their opinion has changed. They will also receive any scheduled offers or custom campaigns, which can help incentivize them to become a happy, paying customer again. If you do not wish for them to receive any more feedback requests, you can unsubscribe them.
- If the customer indicates that they have not done business with you before, they will be directed to your new customer offer.
Once a customer has left feedback for you, you can view it in your Merchant Center. If the customer's feedback says that they had a "negative," "very negative," or "neutral" experience, you will receive an email letting you know.