Important: This article describes how an administrator can create feedback experience based on Guest Feedback v2. 

Zenoti allows you to create the entire feedback experience for your guests based on a five-star rating framework. As an administrator, you can customize the text that guests see as you invite them to rate their experience, define what you consider as a poor rating (say, 3 stars and below), prompt your guests to share aspects of their experience that went well (say, Check-in, Checkout process and Customer Service) or did not go as per expectations (say, Price or Ambience). Finally, you can include a text area for guests to leave comments. 

Important: You must enable the option Guest Feedback v2 from the organization level to set up this feedback experience (Admin > Organization > Organizations > Settings > Feedback). 

After guests complete a service, they can leave feedback directly from the Appointment Book (front-desk staff enters the feedback on behalf of the guest), via mail or text message (SMS), Webstore (online), or the mobile app. Further, guests can share their feedback on popular social media sites such as Facebook, Yelp, or Google. 

Setting up the feedback experience is a two-step process:

  • Step 1: Set up the feedback experience for the entire organization
  • Step 2: Set up social media sites for centers where guests can share reviews ratings 

Step 1A: Set up the feedback experience for the entire organization

To set up the feedback experience for your organization

  1. Ensure that you are at the organization level. 
  2. Navigate to Admin > Organizations > Organization > Settings > Feedback

3. Turn on the Enable Guest Feedback switch.
Note: Once you turn this switch on, your organization can collect feedback from the Appointment Book, Zenoti Mobile, Customer Mobile App (CMA), and the feedback link through SMS and emails.
Note: For organizations that have gone live on Zenoti after July 2020, this switch is on by default.

4. Turn on the Enable across all centers switch.
Important: You have further configuration options at the center level (Center level > Admin > Settings > Feedback).
Note: For organizations that have gone live on Zenoti after July 2020, this switch is on by default.

5. In the Feedback Expiration field, select the number of days after which you wish the feedback link (sent via SMS/text message or email to the guest) to expire. Example: Assume you select 15 days here. A guest comes for an appointment on
1 August. The feedback link will be active till 15 Aug (and will expire thereafter). If the guest tries to click the feedback link to leave feedback on 16 August or thereafter, the link will not work.
Note: This applies to when guests want to leave feedback from the Webstore and CMA (Consumer Mobile App). This does NOT apply when guests try to leave feedback from Zenoti Mobile and POS (Point of Sale).

6. Enter the Title and Subtitle for your invite.
Example:
Title: We value your feedback
Subtitle: Please rate your experience with us.

7. Define what a poor rating is for your organization in the Poor Rating Workflow section.
Example: If you select 3 (and lower) as a poor rating, Zenoti automatically updates the Good Rating Workflow to 4 and higher.

8. Enter a Headline and a Description for poor and good ratings.
Example:
Headline: We’re sorry your experience wasn't the best
Description: Do let us know what went wrong
Or
Headline: Awesome!
Description: Do let us know what you liked  

9. (Optional) In the Define Feedback Tags section, click Add Tags for feedback for both, the poor and good rating workflows such as Cleanliness or Behavior of Staff.
By default, Zenoti has the following tags - Check-in, Checkout, Customer Service, Service Provider, Price, Ambience, and Service.
Note: At any point in time, you can have a maximum of eight tags. 

10. Select the checkbox Include a comment area if you want guests to leave a text message as feedback.

11. Click Preview to get a sense of how guests see the configured feedback on their mobile devices.

12. Click Save.
All guests across your centers will have a feedback experience based on your configurations. 

Important: Ensure that you include the [FeedbackLink] macro in the Thank You notification

After the guest completes the service, Zenoti sends a Thank You mail/text to the guest. This mail/text has a link that the guest can click to get to the feedback page. 

Guests can view the above settings as follows:

Learn more: Enter Feedback

Step 1B: Set up the feedback experience for the entire organization using Email only

To set up the feedback experience for your organization using email only

  1. If you want to configure feedback v2 using only emails, go to Admin > Organizations > Organization > Email/Texts > Appointment > Thank You > Edit
  2. Select the checkbox, Turn this automated email on, in the Thank You - Email section
  3. Configure your Thank You Email with the relevant Subject/Body [HTML]
  4. Ensure that you include the [FeedbackLink] macro in the Thank You notification
  5. Clear the checkbox, Turn this automated message on, in the Thank You - Text Messages (SMS) section.
    Note: Select this checkbox if you want guests to be able to enter feedback using both, mail and text. 

You can also enable guests to share their feedback on social media sites. See Step 2 for details.

Step 2: Set up social media sites for centers where guests can share reviews 

To set up social media sites for centers where guests can share reviews 

  1. Ensure that you are at the center level. 
  2. Navigate to Admin > Organizations > Centers > Settings > Feedback Configuration
    Note: The switch Enable Guest Feedback for this center is On or Off depending on your organization level setting (see Step 1 A above for details).
    If you want to view the configuration options for feedback at the center level, turn this switch ON.
    Settings at the center level for guest feedback become visible.
  3. Turn on the switch, Enable posting feedback to social media/review websites.
    Guests at the center level can now post feedback on up to four social media channels.

4. Configure up to four social media channels where guests can post their feedback such as Facebook, Google, Yelp, and others.

5. For any of the social media channels, click Add.

6. Enter the Link and the Display Order as appropriate.
Note: The Link is the link to your business' Facebook account page.

The following screenshot shows the details you must enter so that guests can leave their feedback on Facebook.

7. Click Add.
Guests can now leave feedback on this social media site.

8. Configure similar details for other social media sites as required.

9. Enter the text you want guests to see in the Header and Sub-header.
Example:
Header: Thank you for visiting!
Sub-header: Do share your review

10. Click Preview.
You can get a sense of how your Header and Sub-header appear for guests in their mobile devices.

11. Click Save.
    Guests can share their feedback on the social media sites you configured.   

See Also

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