Customer Satisfaction Survey

This article introduces the Customer Satisfaction Survey, what it looks like to your clients and how you can provide them with an automated survey upon each completed delivery.

Upon delivery your clients can now rate your service from 1-5 stars, leave a comment and are provided with a link for a public review on Yelp and Google. The Survey is delivered by either Email or Text message. Modify or Customize the emails your clients receive, contact us to set up your preference.

This is available to your clients automatically or by specific BOL/Order:

1) Automate sending the Survey to a specific Customer on every BOL/Order by using the "Customer Profile" option.

2) Send the Survey to one specific BOL/Order only, by using the "Individual BOL" option.

For more in-depth steps or related articles, please refer to the following:

• How you access and review surveys, see the Customer Reviews Feature and Dashboard article.

• Details in Customer Entry/Customer Information window, see the Customer Entry Fields and Functions section.

   

 

Quick Look:

Customer Satisfaction Survey

• Customer receives Email or Text
• Customer gives rating/comments and submits survey
• Customer receives confirmation survey submitted
• Customer is given option of: Public review and to view their Delivery

Automate Survey by Customer Profile

• From "Customer Entry" access your Customer
• For Email: Select "Notifications" tab > enter Email address
• For Text: Select "SMS" tab > enter mobile number
• Click "Save" button to save

Automate Survey by Individual BOL

• Access BOL/ "Order Entry" screen > Click "Notifications" button
• For Email: Select "Email" tab > enter Email address
• For Text: Select "SMS" tab > enter cell phone number
• Click "OK" button to save

Modify or Customize Emails

• You can modify/customize Emails sent to your customers
• Sample ePOD Delivery Email and Delivered Email
• Contact us to modify or customize to your preference

Customer Satisfaction Survey

1. Upon completed delivery your customer receives a link via Email/Text.

a. Customer Survey received via Email:

b. Email:

c. Customer clicks the "Review Us" button:

d. Customer is routed to the feedback form, rates a 1-5 star rating, can add comments and submits:

e. After submission, your customer receives:

• Confirmation with an appreciation and Thank you
• A copy of the Rating and their Review
• A link to Yelp and Google for a public review
• A button to copy their Review for easier posting to Yelp/Google
• A link to view their delivery via GoPhore Tracking

2. Upon completed delivery your customer receives the Survey (the same as with Email) link via Text.

a. Customer Survey received via Text:

b. Customer clicks on link, completes survey and submits:

c. After submission, your customer receives:

• Confirmation with an appreciation and Thank you
• A copy of the Rating and their Review
• A link to Yelp and Google for a public review
• A button to copy their Review for easier posting to Yelp/Google
• A link to view their delivery via GoPhore Tracking

Scroll up and down screen to view full screen

 

 

Automate Survey by Customer Profile

Reminder: This is automated for this Customer at all times on all BOLs.

1. For Survey via Email, begin at the Customer Entry window. Access your Customer, then select the Notifications tab, scroll down to Email Delivery Survey and enter their email address.

a. Click the Save button when finished to save.

2. For survey via Text message option select the SMS Notifications tab, then scroll down to Text Delivery Survey and enter their mobile number.

       a. Click the Save button when finished to save.

Automate Survey by Individual BOL

Reminder: This is automated for a single specific BOL only.

1. Begin by accessing the  BOL. From the Order Entry screen, click the Notifications button located at the bottom of the screen.

2. Select the Email tab, and enter the email address in the Email Delivery Survey field.

3. Select the SMS tab and enter the Cell phone number in the Text Delivery Survey field.

4.  Click the OK button, when you are finished. 

Modify or Customize Emails

Please contact us to modify or customize Emails to your preference.

1. Sample Customized Delivered Email:

2. Sample Modified Email:

This concludes an overview of the Customer Satisfaction Survey and how you can send it to your Clients.

If you have any questions, you can contact us at [e-mail] or call

760-267-9040