Customer Feedback Report
The Customer Feedback Report aggregates all customer satisfaction ratings collected via Twitter and Facebook Feedback survey responses. Use it to gain visibility into each response as well as aggregate, trend and agent-level insights.
Note: This report is only available on the Premium and Advanced plans.
Before this report can display data, you must enable and configure Customer Feedback for your Twitter and Facebook profile(s). You can do this by navigating to your Account Settings and clicking Customer Feedback under Inbox. Once configured, you and your team members can send feedback requests to Twitter and Facebook users with whom you’ve chatted with from the reply window. Any responses to your feedback requests appear in this report.
Configuring the report
In the filter menu, click the dropdown menu to select the profile(s) to include in this report.
Set your Reporting Period at the top of the report.
Click Share at the top of the report to create a shareable link, download a CSV or PDF copy, send a PDF copy to a stakeholder or manage a scheduled delivery of the report.
Customer Feedback is broken down into four main sections. The Feedback Activity overview and Feedback Results sections at the top provide a high-level overview of your feedback requests and aggregate scores across the selected date range and profiles.
Feedback, by Team Member in the middle to evaluate individual performance of each team member.
Finally, individual customer's responses appear in the Feedback Responses Section. If they include a comment with their rating, you also see the comment.
Using all of this information together will help you gauge how your brand is perceived by your customers, as well as the types of experiences each individual team member is providing.