Customer feedback categories

Surely you are familiar with the fact that your customers only contact you when there are problems with an order. Thanks to our new feedback module, you can now effectively counteract this. After an individually adjustable time after the order, the customer receives an email with the possibility to rate his order experience and you get direct feedback. You can use both the positive and the negative votes to uncover weaknesses in the process or to further optimize points that are already working well. The evaluation criteria can be freely assigned. Now you can find out how to use the module for yourself.

First of all, you need to consider which criteria you want to query from your customers - in other words, what is particularly important for your internal processes. You can change the criteria at any time. To do this, go to the Customers - Customer Feedback Categories section and use the +button to create the desired categories that can be evaluated. Examples of categories would be speed of delivery, friendliness of the driver or also quality of the food.

Once you have created the categories, you can proceed to the next point, which is to create the mail that will be sent after a customizable time (we'll get to that in a moment). To do this, you can use the default template (in which case you don't need to do anything else and skip this paragraph), or still customize the template according to your needs (Store - Email templates - Add template - select default template Customer feedback if necessary). This requires at least html knowledge, so if you have any questions, feel free to contact our support team.

Now you have made as good as all settings. Now you only need to activate the feedback module in the cross-store settings under the tab "Other settings" with the appropriate time setting after which the mail will be sent to your customers. You can also allow whether the customer can write an individual text to his evaluation (recommended).

Additionally, please go a bit deeper and check if the link to the feedback is also filled in the webshop URLs (YourWebshop.simplywebshop.de/feedback). If not, please still fill out this field.

If everything is activated and set, your customer can now access the feedback link via the mail that is sent to him after the set time.

The evaluation of the feedback is done under the item Customers - Customer feedback. There you have the overview of the received evaluations at any time.

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