Learn how to access and review customer feedback submitted through your tools.
Who is this for?
All users who need to monitor and respond to customer feedback.
Prerequisites
At least one tool with feedback enabled
Access to the Feedback page
What you'll see
Recent feedback submissions
Customer ratings
Feedback status (Open or Closed)
Custom field data (if configured)
Submission timestamps
Step-by-Step Instructions
1. Navigate to the Feedback Page
Click on Feedback in the sidebar navigation
The feedback table will display all recent feedback
IMAGE HERE (Screenshot of the sidebar with the Feedback tab highlighted)
2. Review the Feedback Table
Customer rating: The star/heart/smiley rating they gave
Custom field data: Any additional information collected (e.g., room number)
Status: Open or Closed
Date/Time: When the feedback was submitted
Tool name: Which tool the feedback came from
Location: Which location received the feedback
IMAGE HERE (Screenshot of the feedback table showing multiple feedback entries with columns for rating, custom field, status, date, tool, and location)
3. View Detailed Feedback
To see the full details of a feedback submission:
Find the feedback entry you want to review
Click the View Feedback button
A detailed view will open
IMAGE HERE (Screenshot of the feedback table with the View Feedback button highlighted on one entry)
4. Review Feedback Details
Full customer rating
Any written comments or feedback
Custom field information
Submission timestamp
Current status
Resolution notes (if any)
Who resolved it (if closed)
IMAGE HERE (Screenshot of the detailed feedback view showing all information including rating, comments, custom field data, timestamp, status, and resolution details)
Expected Result
You can see all feedback submissions in one place
Detailed information is available for each submission
You can track which feedback has been addressed
Alert contacts receive notifications for new feedback
Common Mistakes
Missing feedback: Ensure you're viewing the correct location using the location switcher.
Can't find specific feedback: Use filters or sorting options if available. NEEDS CONFIRMATION: Whether filtering and sorting options exist.
Not checking regularly: Set up a routine to check feedback daily or enable alert notifications.
Troubleshooting
Verify you're viewing the correct location
Ensure your tools are properly configured and shared with customers
Check that feedback is enabled on your tools
Can't open detailed view: Try refreshing the page. If the issue persists, check your browser console for errors.
Feedback from wrong location: Use the location switcher to view the correct location's feedback.
Old feedback not visible: NEEDS CONFIRMATION: How long feedback history is retained and whether there's pagination.
Best Practices
Regular Monitoring
Set a schedule: Check feedback at least daily, or more frequently for high-traffic locations.
Enable alerts: Add alert contacts to receive immediate notifications.
Prioritize open feedback: Address open feedback items first.
Response Time
Act quickly: Respond to negative feedback within 24 hours when possible.
Follow up: For serious issues, follow up with customers directly using their contact information if provided.
Track patterns: Look for recurring issues that need systematic solutions.
Team Coordination
Assign responsibility: Ensure someone is responsible for monitoring feedback.
Share insights: Discuss feedback in team meetings to identify improvement opportunities.
Document resolutions: Use the notes field to document how issues were resolved.
Understanding Feedback Routing
Remember that feedback routing is configured per tool:
Private Thank You Page: All feedback comes to your dashboard privately.
Happy customers (based on star threshold) are sent to Google or custom URL
Unhappy customers submit private feedback to your dashboard
You only see the unhappy customer feedback in your dashboard
Next Steps