We’re so damn happy to give all our users a completely new feature that directly helps improve the shopping experience, retain customers and convert more.
We wanted it to be something that gathers this feedback for you 24/7, so we made it an easy-to-use feedback form.
It’s the question, “How likely are you to recommend our store to a friend or a colleague?” in a pre-set block with a 0-10 scale.
You can add this block to your emails or use the readily set automation campaign called “Customer feedback campaign” we’ve created for you. (By default, the trigger is “places and order” so the feedback form is sent after each purchase, but you can change that to any of the other trigger events.)
When customers get the message, all they have to do is click on a number on the scale. This automatically opens a text box with a prompt to explain why they picked this number. This way, you get context for the score in the customer’s own words.
All this data goes into a dashboard in the new Customer Feedback tab where you can see what each respondent said (and their last order) along with the calculated score out of all responses.
There, you can see how opinions are distributed – how many happy, unhappy and neutral customers you have. The overall Customer Feedback Score will reflect that inclination:
0 – 1 abysmal
1 – 2 terrible
2 – 3 poor
3 – 4 mediocre
4 – 5 average
5 – 6 good
6 – 7 very good
7 – 8 excellent
8 – 9 spectacular
9 -10 perfect
Those labels make it even easier to evaluate the score you have.
Of course, you’ll see metrics like response rate and trend over time too.
Learn more on how to set up the customer feedback score.
Now, go ask your customers what they think about shopping from you and get improving!
Metrilo’s mission is to help you build your ecommerce brand and win your place in the customer’s heart. We share what we learn from our daily work with product innovators and founders here. Subscribe to our weekly newsletter to get the freshest lessons and conquer your niche.