Configuring Twitter Feedback
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 only available on the Advanced plan.
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 beneath the Compose experience 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 only complete the feedback survey via one of Twitter's official mobile apps.
The following screenshot shows an example of what the survey looks like on mobile with Net Promoter Score selected as the Feedback Type:
Customers can complete your Feedback Card and type a free-form response. When they complete the survey, you will be able to see the results in the Twitter Feedback Report.
Keep in mind that Feedback Cards do not display in DM conversations on Twitter's desktop experience. This means that customers who are viewing DMs on Twitter's website won't see Feedback Cards. However, they will see them in Twitter's iOS and Android apps.
To alleviate confusion for your audience, we recommend using an accompanying message with the Feedback Card that invites your customer to leave feedback in a manner that is agnostic to the rating feature in the card.
Here are some examples:
- Thank you for reaching out to us on Twitter. If you have time, we’d love your feedback on the support specialist you connected with.
- If you have time, please provide feedback on your conversation with us today.
- Thanks for reaching out to us today. Please let us know how we're doing below.
Each of these examples allow for free-form input as a message, conveying similar interest in either Feedback Card or free-form responses.