List of features for feedback sites
Getting structured feedback from customers about your business is invaluable – it can help identify your strengths, but also where to make changes within the business, ensuring your business ticks all the right boxes for customers.
Survey Features:
Our surveys are designed to feel like an organic extension of your brand, and come with smart, dynamic features that allow you to tailor the journey and enhance the user experience.
CUSTOM BRANDING: We can create a beautifully branded site that matches the look and feel of your website. This includes colours, fonts, buttons, images, and even language that will adhere to your brand guidelines.
RESPONSIVE LAYOUT: Your Feedback Site will adapt to phone, tablet and desktop screen sizes so no matter how you promote your site, guests will have a great user experience.
MINIMAL CONNECTION: An internet connection is only required at the start of the survey and when submitting final results, so if your guest takes a while to complete their survey, the connection won’t drop out.
BRANCHING QUESTIONS: The questions you ask can be based on the answer to a previous question. For example, depending on whether a guest ate in, or placed an order for collection or delivery, the customer would be asked different questions.
MULTIPLE EXIT POINTS: Exit points can be added to support different branching questions and to cater for guests with shorter attention spans. By allowing customers to leave as little or much feed back as they like, you can ensure higher completion rates.
RATINGS, COMMENTS AND PHOTOS: Ratings help us to measure key aspects of the experience, while text comments and photos add richness to the feedback. All can be captured in the survey and used in reporting and analysis.
LANGUAGE SELECTOR: If you have sites in multiple countries, guests can select their preferred language, meaning the same survey can be used in each country.
PRE-POPULATE QUESTIONS: If the answer to any question is already known, such as visit time, restaurant location and order ID, this information can be passed across in the survey link, so that it pre-populates the answer. This makes the experience more personalised for the customer and it saves them time, which in turn, boosts completion rates.
FEEDBACK INVITES: Platforms, such as CRM, bookings platforms or wifi providers, can trigger invites to your guests to provide feedback on their experiences. As above, we can pass any known data across in the survey link, pre-populating the known answers, creating a more personalised experience for the users, and boosting completion rates.
MICRO SURVEYS: We can capture the answer to one survey question by embedding it in an email. If the guest chooses not to answer any further questions, the data from the one question will still be saved.
AT-TABLE FEEDBACK: Your Feedback Site can be configured to display as an app on a tablet and to automatically refresh after each guest has provided their feedback, ready for the next guest.
SOCIAL REVIEW LINKS: At the end of your survey we can add links to your social media pages, which will only be made visible when the guest has had a good experience so that we aren’t encouraging negative reviews - by encouraging happy customers to leave reviews, your review scores may see a boost.
CAPTURE CONSENT: We can capture guests’ consent, allowing you to contact them for any of the following: marketing emails to help you build your database, prize draw entry to incentivise feedback, or for contact following feedback, which allows you to engage with the guest and resolve
any issues before they could be shared publicly.
PRIZE DRAW ADMIN: If you promote a prize draw to encourage guest feedback, we can select a guest as the winner on your behalf.
Get a flavour of what your survey could look like by perusing existing ones below:
Reporting and analysis:
Visualise your feedback data with interactive dashboards, graphs and heatmaps to easily identify areas of opportunity and things you're already excelling at. You can cut, segment, filter and export your data almost any way you want within our award winning Hub portal.
REPLY LINKS: If a guest has consented, and left their email address with their feedback, you can respond directly to them from The Hub using the email address from your login.
ISSUE VOUCHERS: If you have an account with Toggle for digital gift cards, then you can issue vouchers directly from The Hub in return for feedback – these can be useful to encourage repeat visits, or to recover an unhappy guest, who can be turned into an advocate when they receive a fast, effective response to their complaint.
NPS ANALYSIS: Capture NPS data and analyse this by date, location, area, day of the week, day part, as well as break down into promoters, neutrals and detractors.
OPINION MINING: our text analysis tool that uses natural language processing to automatically identify and extract opinions from within text, providing you with enhanced insight into customer behaviour.
CASE MANAGEMENT: Where appropriate, create and assign actions against any piece of feedback in The Hub, giving each action a status, priority, deadline, category and owner.
INTUITIVE DASHBOARDS: Our dashboards are user-friendly, with various interactive features to help users to quickly identify patterns and create positive actions to improve your business.
INTERNAL BENCHMARKING: The Hub shows how selected locations compare with all locations. And league tables show where each location ranks.
EXTENSIVE HEATMAPS: Cut the data by dimensions such as visit date, time or location. Results are colour-coded to draw your eye to the areas in most need of attention.
DATA EXPORT: extract data from any dashboard, chart, table or heatmap from The Hub and export it to a CSV or PDF file.
EMAIL ALERTS: Email alerts can be configured to go to selected managers based on the result of a feedback survey or a specific question score.
COMMENT CARD IMPORT: On offline version of the guest survey. If you can collect data in a defined format, we can import this to The Hub. A filter can be used to separate the two sources.
Next steps:
Get in touch with your account manager if you would like to discuss creating a bespoke guest feedback site for your business.
To get started you'll need to confirm the following details:
SURVEY CONTENT/STRUCTURE
- We can work collaboratively with you to create this if you do not have a pre-existing set of questions that you would like to use
COMMUNICATION LIST
- Names/titles/email addresses for everyone who will need access to the survey data/ emailed alerts (if applicable)
BRANDING DETAILS
- LOGO: to be provided as a high quality original .jpeg / .png image (ideally with transparent background)
- BACKGROUND IMAGE: to be provided as a high quality original .jpeg image. Min. size 1920px (width) by 1080px (height)
- BRAND GUIDELINES DOC. or FONT/COLOUR REQUIREMENTS (details below)
- Specific colour requirements and RBG codes
- Desired font and size
-- This should either be free, or should be provided with the correct licence
-- This should provided be in a web format (eg .woff2, .otf, .ttf or .woff)
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