If you want to get visibility of all the feedback requests you’re sending, or have already sent, head to ‘Campaigns > Manage Feedback Requests’ in the Feefo Hub.
This part of the Hub is really useful – whether you want to check the status of your feedback requests in general, or take a look at a specific request for a customer.
From this page, you can filter your feedback requests using the dropdown menus at the top of the screen:
Campaign: If you’re running more than one campaign, you can filter your feedback requests by campaign type. So, for example, ‘post-sale’ or ‘branch name’.
Status: Choose whether you want to view feedback requests that are pending, queued up to be sent, or already sent to your customers.
Request type: Here you can select ‘Feedback Request’ (the initial request sent to the customer). ‘Feedback Reminder’ (the prompt that goes out after the first request) or ‘Product NTY Reminder’. ‘NTY’ stands for ‘not tried yet’, so these reminders go out to those customers who had alerted Feefo on their original feedback request that they hadn’t tried the product yet.
Order ref: If you want to find the feedback request which corresponds to a particular order, you can enter the order reference here. This is a useful feature if you have a customer enquiring about their feedback request.
Email address: Like the previous option, this filter is great when looking for a customer order, and is handy when the customer doesn’t have their order number to hand.
Once you’ve chosen the requests you want to see, click ‘Search feedback requests'. The requests will be displayed in the table, with the following information:
Send date: When the feedback request was sent to the customer
Requested date: The date and time the feedback request was originally specified to be sent. (Occasionally this may differ to the actual send date due to server processing, if the campaign is paused or restarted, if the upload is late, etc.
Sale date: The date the transaction took place
Name: The customer’s name
Email: The email address of the customer who placed the order
Status: Whether the request is pending, queued, suspended or has been sent
Actions: This depends on what requests you’re viewing. For 'pending' requests you can see 'View Sale Info', 'Edit Recipient', 'Send Now' and 'Delete'. If you’re looking at ‘Sent' requests you can 'View Sale Info', 'View', 'Edit Recipient' or 'Resend'.
If you have any questions about managing your feedback requests, get in touch with a member of our friendly support team here.