Customer Feedback web app
Customer Feedback provides a way for customers to share their experience of the customer journey through an easy-to-use survey. With Customer Feedback, you have the opportunity to get valuable feedback and information from customers that otherwise would have been lost.
The Customer Feedback solution is accessed in a browser, so customers don't need to download an app to answer the survey.
The setup and configuration of Customer Feedback is done by Qmatic's configuration team.
Typical use case
This flowchart shows a typical scenario for how the Customer Feedback solution is used:
A customer checks in for an appointment or takes a ticket. Somewhere in the process, their phone number is saved in the system. The customer is served and the visit is then ended.
A link to the Customer Feedback survey is sent to the customer via the Notification application. See Include link to give feedback online in notifications.
The customer opens the link and answers the survey.
The answers are saved in the stat database and is presented in reports together with details about the visit. See Customer Feedback reports.
Question types in Customer Feedback
Six different question types are available:
Star rating question (can be combined with follow-up Selection question that is dependent on the number of stars given)
Selection question
Rating question with 2-5 smileys as answer options
NPS question
Yes/No question
Question with free-text answer
This image shows an example of all question types. They are described in more detail below.
Note
Maximum number of questions in a survey is 7.
Example question: How did you experience our service today?
3–10 answer alternatives presented as stars. The icons can be changed in which case you need three images; one selected, one hovered, and one unselected.
Supports up to 4 conditional follow-up questions.
The images are SVG format, to be scalable and possible to display properly on different screen sizes.
Example question: Please indicate the reason for your rating.
Multiple-choice questions
2–6 answer alternatives
Possibility to set a maximum number of answers that can be selected
Supports follow-up questions
Example question: How did you experience our service today?
2–5 answer alternatives. presented as icons. The icons can be changed in which case you need three images per icon; one selected, one hovered, and one unselected.
There are three images per icon; one selected, one hovered, and one unselected
The images are SVG format, to be scalable and possible to display properly on different screen sizes.
Does not support follow-up questions
Example question: How likely are you to recommend our services to a friend?
NPS types of questions
Always 0–10
Does not support follow-up questions
fExample question: Would you recommend us to a friend?
Yes/No types of questions
No icons
Always two alternatives
Supports follow-up questions
Example question: Any other comments?
Allows free text answers (maximum of 255 characters)
Maximum of one free text question per survey
Branding and translation of Customer Feedback
You can customize the branding of most parts on the Customer feedback user interface:
Company logo
App background
Star icon and smiley icons
Font
Accent color (color used on buttons and selected options).
It is possible to translate the survey into any language. Customer Feedback supports providing multiple languages in parallel. Which language is shown to a user is defined by the set browser language.