Customer Activity displays account details and metrics as well as activity, ratings, and reviews for both 1st- and 3rd-party reviews. Available tools help you take action on feedback from a single screen.
Details and metrics include:
- NPS/Rating
- Request Mode and Communication Method
- Monthly Requests
- Customer Profiles
- Feedback
- Status
- Source
Tools include:
- Filter
- Add Customer
- Export
- Customer Profile (1st-party reviews only)
- Manage
- Replied
NPS/Rating
Using Ultimate or Review Mode, you can request a Net Promoter Score® (NPS) from your customers. The total NPS Score is displayed at the top of Customer Activity. Individual scores received are listed in Recent Activity under NPS/Rating. Click the column header to sort by NPS/Rating.
If data is filtered, results reflect the filtered data.
Request Mode and Communication Method
Request Mode displays the selected Request Mode for a location. The current Communication Method is also displayed and can be updated to send requests automatically or manually.
If data is filtered, results reflect the filtered data.
Monthly Requests
Monthly Requests shows the number of requests used to date and the total number of requests available per month.
If data is filtered, results reflect the filtered data.
Customer Profiles
Customer Profiles displays the total number of customer profiles.
If data is filtered, results reflect the filtered data.
Feedback
Feedback displays content received from a customer for both 1st- and 3rd-party reviews if available.
To view the Feedback History for a 1st-party review click the customer’s name or go to Manage > View Profile for the entry you wish to view.
Status
Status displays the most recent activity for an entry. Available statuses vary for 1st- and 3rd-party reviews.
1st-party Review Statuses
Customer added – A customer (including First Name, Last Name, and Email or Mobile Phone) or repeat customer has been added but a request has not been sent
Request sent – A request Email has been sent but the customer has not taken action
Opened – no feedback – The customer opened the request but has not taken action
Rating received – The customer has given only a Net Promoter Score® but did not provide written review content
Review received – The customer has given both a Net Promoter Score® and a 1st-party Review
Click to review site – The customer has clicked a selected 3rd-party online review site (such as Google, Facebook, or Trip Advisor) displayed in the request
Unsubscribed – The customer unsubscribed from Email Requests
3rd-party Review Statuses
Rating received – A customer rated your business on an online review site you monitor but did not provide written review content
Review received – A customer rated your business and provided a 3rd-party review on an online review site you monitor (such as Google, Facebook, or Trip Advisor)
Source
Source displays an icon that represents how the business interacted with a customer or how a customer interacted with your business. The Source column is only populated for 1st-party reviews and can display the following icons:
Email Request – a request will be sent via email or the customer has responded to an email request
SMS Request – a request will be sent via text message or the customer has responded to an SMS request
TextBack – a customer has been added and feedback received via TextBack
Feedback Locator – a customer has been added and feedback received via the Feedback Locator
Feedback URL – a customer has been added and feedback received via the Feedback URL
Kiosk Mode – a customer has been added and feedback received via Kiosk Mode
API – a customer has been added via an API
Filter
Customer Activity offers a powerful filter to assist in managing reviews. Over 25 selects are available across 4 categories including:
- Location(s)
- Rating Type
- Tags
- Activity & Actions
Rating Type
The Rating Type category offers the following selects to filter entries received:
- All Requests
- 1st party review
- 3rd party review
- Promoters 9-10
- Passive 7-8
- Detractors 0-6
- 5 star
- 4 star
- 3 star
- 2 star
- 1 star
- Facebook Recommend: Yes
- Facebook Recommend: No
Tags
Tags added to reviews using Tags or Auto-Tagging are listed under Tags in Filter and can be used to sort entries in Customer Activity.
Activity & Actions
The selects available in Activity & Actions help you manage your reviews in Customer Activity.
Selects applicable to 1st-party reviews only:
- Customer added – not sent
- Request sent
- 1st reminder sent
- 2nd reminder sent
- Opened – no feedback
- Click to review site
- Unsubscribed
- Failed to Send
Selects applicable to all reviews:
- Rating received
- Feedback received
- Published to Widget – ON
- Published to Widget – OFF
- Replied to (1st-party and Google reviews if Google My Business Authorization is complete)
- Not Replied to (1st-party and Google reviews if Google My Business Authorization is complete)
Add Customer
Easily add a customer in Customer Activity using + Add Customer.
For a single location, click + Add Customer in Customer Activity to enter information and add a customer.
If you have multiple locations but do not select a location in Business Dashboard, you will be asked to select a location before adding a customer when you use + Add Customer in Customer Activity.
Export
Export allows you to export data in Customer Activity to a .csv or .pdf. If you have used Filter, Order by, Date Range and/or sorted by column header Export will create a .pdf or .csv of entries exactly as they are represented in Customer Activity.
Select Customer
Select customers (1st-party reviews) in Customer Activity to enable Delete and Send Feedback Request buttons. Click the box in the title row to select all 1st-party entries on the page.
Manage
Each entry in Customer Activity includes a Manage button. This button reveals a selection of actions unique to 1st- and 3rd-party reviews.
Manage for 1st-party reviews includes:
- View Profile
- Show in Widget ON/OFF
- Resend a Request
- Respond
Manage for 3rd-party reviews includes:
- Show in Widget ON/OFF
- View on Site Name
- Reply (for Google reviews only with GMB Authorization)
If a Google review has been replied to, Manage options update to include Edit.
Replied
First-party and Google reviews that have been replied to will be tagged with Replied in Customer Activity.
Click Replied for a 1st-party review to be taken to Feedback History in the Customer Profile to review Response History, send a message, or delete a public response.
Click Replied for a Google review to review, edit, or delete the response.
