This guide will walk you through how to configure Twitter Feedback for use in Sprout Social. It is necessary to complete the steps outlined in this article before you and your team can begin sending feedback to your customers and measuring the success of your customer care efforts on Twitter.
This feature is available for Enterprise plans only.
Configuring Customer Care Settings
Before you can send feedback requests on Twitter replies, you will need to enable Twitter Feedback for your Twitter profile(s). To do this, click Customer Care Settings in the gear menu ( ).
At the top of the Customer Care Settings screen, use the profile picker to choose the profile you'd like to configure. Then select Enable Feedback for this profile to begin configuring the settings.
In the Feedback Request DM box, type the message you'd like your customers to see when you send a feedback request.
Feedback Type allows you to choose between Customer Satisfaction Rating (CSAT) or Net Promoter Score (NPS). This is the rating your customer will be able to select when they agree to take the survey on Twitter.
Feedback Question selections are pre-populated based on the feedback type you selected.
Company Name allows you to optionally specify how the survey question will refer to your company. This is helpful in situations where you have multiple profiles (such as a support profile), but you'd still like to ask your customer how they would rate your company as a whole.
Note: This step must be completed to ensure that Twitter Feedback is configured correctly.
Finally, click Save to finish configuring, or Reset Settings to start over.
Sending Twitter Feedback from Sprout Social
After you have completed the steps above, you will see the ability to Send Feedback Request to the left of Mark as Complete and Send when replying to Tweets from any profile for which you've enabled feedback. Click this to send a feedback request to your customer.
Note: You can only send feedback requests to customers you can direct message.
Customers can complete the feedback survey via Twitter.com or on one of the official Twitter apps. The following screenshot shows an example of what the survey looks like with Net Promoter Score selected as the Feedback Type.
When they complete the survey, you will be able to see the results in the Twitter Feedback Report.