The Customer Satisfaction feature allows you to collect, view, and manage feedback from your customers after a purchase. It helps you understand how customers perceive their experience with your business and gives you the opportunity to respond, follow up, and improve service quality.
How Customer Satisfaction Works
After a purchase, customers receive an email receipt. Within that receipt, they can rate their experience by clicking on a numerical rating.
Once selected, they are redirected to your website where they can submit their feedback. All submitted ratings and comments are then collected and displayed in the Customer Satisfaction report inside your SalesVu account. Click here to find more details on how to run this report.
How to Enable Customer Satisfaction
Sign in to SalesVu.com.
Click the Customer Satisfaction tab in the left-hand vertical menu.
Enable the option in the top-right corner and make sure the status is set to Active.
Once enabled, all future order confirmation emails sent to your customers will include the Customer Satisfaction rating option.
Viewing Customer Comments and Replying
Under the Customer Satisfaction Management tab, you can review and filter customer feedback by location, date, rating, status, or customer details, as well as view rating summaries.
Once you run the Customer Satisfaction report, you can view a summary of all ratings displayed under the date filter. Each entry shows the customer’s rating, email address, and submission date.
Click Show Order to view the related purchase, see the customer’s comment, reply directly to the customer, and add an internal note for your team.
You can also open related orders, reply to customers, add internal notes, and manage feedback by updating its status or marking ratings as invalid.
After reviewing or responding, you can manage the feedback by using the Status: Open filter in the bottom-right corner. From there, you may update the status or mark a rating as invalid by clicking Mark Invalid.
Click here to find more details on how to run your Customer Satisfaction report.