After a customer visits your store or uses your services, an email is sent to invite them to complete a satisfaction survey. This questionnaire helps gather valuable feedback on the customer experience.
Upon receiving the email, the customer is prompted to rate their overall experience. The survey can include a variety of questions to cover different aspects:
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Star rating questions: The customer may be asked to rate certain aspects of their visit by giving a score from 1 to 5 stars. For example: "Are you overall satisfied with your visit to Style Strasbourg?"
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Yes/No questions: Some questions may simply ask for a "Yes" or "No" response.
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Single choice questions: The customer must choose one option from several provided.
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Multiple choice questions: The customer may select one or more options from a given list.
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NPS question: On a scale of 0 to 10, how likely are you to recommend our store to a friend or colleague?
In addition to these questions, the customer often has the opportunity to leave an open comment to describe their experience in more detail.
The customer’s feedback is immediately sent to your team. You can then view the review directly through our platform.
Once you have responded to the review, the customer receives an email notification informing them of your response. This email contains a link that allows the customer to view the full response.
By clicking on the link, they have the option to rate the response with stars and, if they wish, to reply to continue the conversation.
This reply, along with the customer’s evaluation, will also be visible in the same conversation on your side.
