Managing Customer Feedback in betterbunch
Learn how to view, manage and respond to customer feedback in betterbunch
When a customer shares private feedback with your business, you can view and manage it from the Feedback page in your betterbunch account.
Keeping on top of this feedback gives you an opportunity to follow up with unhappy customers, resolve problems and identify areas where your business can improve.
Viewing your feedback
- Log in to your betterbunch account.
- Select Feedback from the left menu.
- You'll see the feedback customers have shared privately with your business.
- Click into a feedback entry to view the customer's details and their message.
Your Feedback page may contain both Negative and Positive feedback.
Why does positive feedback appear on the Feedback page?
Customers who give you a thumbs up are encouraged to continue to your chosen review site.
If a customer gives you a thumbs up but doesn't proceed to the review site, they may receive a Promoter Retargeting email if you have this feature turned ON.
The customer can then choose to share their positive feedback with you privately using the Promoter Retargeting form. If they do, their comments will appear on your Feedback page.
You can identify this feedback by:
- Type: Positive
- Source: Promoter Retargeting
Managing feedback statuses
Statuses make it easier to keep track of feedback and see what still needs your attention.
Feedback can have one of the following statuses:
- Unread – feedback you haven't opened yet.
- Read – feedback you've viewed.
- Working – feedback you're currently following up on.
- Closed – feedback that no longer requires action.
Use these statuses to keep track of which customers still need a response or follow-up.
Following up on negative feedback
When you receive negative feedback, review the customer's comments and contact details to decide on the best next step.
Where appropriate, contact the customer directly to acknowledge their feedback and address their concerns. Once you've started following up, update the feedback status to Working so you can easily keep track of it.
When the issue has been resolved or no further action is required, change the status to Closed.
Tip: Need help responding to an unhappy customer? Read our guide on turning negative feedback into a positive situation for practical tips on responding, resolving the issue and following up with your customer.
Exporting feedback
Need to review your feedback outside of betterbunch or create your own reports?
You can export feedback from the Feedback page and filter your export by date range, status and feedback type. Downloads are available in CSV or Excel format.