Feefo

To start sending requests again, click the green ‘start sending requests’ button below the default campaign. If you have multiple campaigns, this option will be available in the ‘actions’ menu next to the campaign. 

Test campaign 

The ‘Test campaign’ feature allows you to see what your feedback requests will look like when they’re sent out to your customers. It’s a great way to preview your campaign and make sure it’s set up correctly before sending it out to all your customers.  

To test a campaign, simply enter your email address into the ‘Test campaign’ box below the default campaign and click ‘send’. If you have more than one campaign, click the ‘actions’ drop-down menu next to the campaign you wish to test and click ‘edit’. On the next page, scroll down to the ‘Test campaign’ box, enter your email address and click ‘send’. 

You will be sent every email that would be sent to your customer throughout the campaign, such as the initial feedback request, feedback reminder email and ‘Not tried yet’ email reminder. If you have Campaign Manager Tool and have multiple triggers on your campaign, you will receive emails from each of these triggers too.  

If you have Feefo SMS and your campaign is set up to send feedback requests via SMS, you will have the option to send test SMS messages too.* 

*Please note: Each test message sent is deducted from your monthly allowance. Since you could be sent multiple messages per test, we recommend you use this feature sparingly.  

Create a new campaign 

If you have Campaign Manager Tool, you can create and customise as many feedback campaigns as you like. This allows you to fully tailor your messaging to your customers and collect feedback from every stage of the customer journey.  

Setting up new campaigns is easy – simply click the ‘Create new campaign’ button in the top-right of the ‘manage campaigns’ screen. You can also create a new campaign by heading to ‘Campaigns > create new campaign’ in the left-hand menu of the Hub. 

You will be given the option of two templates: ‘Basic campaign’ and ‘Pre-post travel campaign’. Both are fully customisable and can be tailored to suit any product, industry or customer journey.  

The pre-post travel campaign is ideal for travel businesses or if you want to see an example of a campaign with multiple triggers, as it comes setup with two triggers: post-booking (a feedback request is sent immediately after the booking so customer can rate the experience) and post-holiday (an email is sent after the customer has been on holiday, so they can rate the travel experience).  

The basic campaign template is more generic and is set up for a single touchpoint, but additional triggers can be added at any time. 

All new campaigns will be marked as ‘not processing sales’ and ‘not sending requests'. Unlike the default campaign, custom campaigns do not always need to be processing sales, so they can be listed as inactive until they’re needed.  

To turn a custom campaign on, click on the ‘actions’ drop-down menu next to the campaign and select ‘start processing sales'. When you’re ready for feedback requests to start going out, select the ‘start sending feedback requests’ option from the same drop-down menu.  

Deleting a custom campaign 

Custom campaigns can only be deleted if the campaign has not sent any feedback requests yet. If no requests have been sent, click the ‘actions’ drop-down menu and select the ‘delete’ option. 

Triggers allow you to determine which feedback requests are sent out to which customers, giving you the ability to fully customise your customers’ feedback journey. Each trigger uses tags to control which data is sent to which campaign. You can find out more about sales tags here. 

For example, the ’12-month lease’ campaign below sends feedback requests to sales that have been uploaded with the campaign tag of ’’12-month lease’  lease’ and the date tag of ‘start’, ‘3 months’, ‘6 months’, ‘9 months’ or ‘end’. 

Any sales uploaded without a campaign tag that matches a trigger will have feedback requests sent from the default campaign. 

If you have the same campaign tag across two or more campaigns, feedback requests will only be sent from the campaign which has the highest priority. Priority is determined by the campaign’s position in the list of custom campaigns. The campaign at the top of the list has the highest priority, whilst the one at the bottom has the lowest. 

To change the priority of a campaign, simply hover your mouse in the white box of the campaign you want to move until a ‘hand’ cursor appears. Press and hold the left-hand mouse button and drag and drop the campaign to where you want it to sit. 

To find out more about Campaign Manager Tool and add it to your account, get in touch with your dedicated Customer Success Manager or contact our support team. 

Add an iFrame message to your Thank You page

The third part of Campaign Preferences defines the requirements associated with an optional iframe banner on the thank you page. The iframe banner is an inline frame which allows you to embed a self-hosted responsive HTML page of your choice into your Feefo thank you page. This is an example of how Expedia.com have added their iframe:

Once you have created the iframe and have it hosted on your server, configure the following fields:

To enable the iframe on the thank you page, choose Show iframe banner (1) and decide as to which rating option (service, product or NPS) and what rating values/scores (service and product rating is between 1 and 5-star, NPS score is between 1 and 10) should insert the iframe into the thank you page. Only one iframe per campaign can be added and it can only be inserted using one rating option (service, product or NPS) but any number of rating values/scores can be selected for that option. Use Show iframe when (2) to configure your preferences. In the following example, the iframe banner is configured to show when the reviewer leaves an NPS score of 8, 9 or 10 (3):

We also need to know where your iframe banner is hosted. This is done by using the Iframe URL field to define the full URL (only https URLs are supported) to the iframe banner that you are hosting on your server. Once added, the Preview will update to display the iframe banner. A fully configured iframe banner form will look similar to: