Feedback Detail (Feedback Card)

Let’s delve deeper into the details associated with the feedback received. Each feedback card is divided into two sections:

Left side

• related to the feedback values

Checkbox = to perform any Feedback Actions.

Date and time = indicates when the feedback was provided.

Star = mark your feedback as important/favourite.

Visibility switch = if activated, the feedback is visible to the team member it concerns; if deactivated, only managers can view it. This can be toggled multiple times, with real-time visibility updates in the team member’s profile.

Profile feedback = shows which team or team member the feedback pertains to, including icon, full name, position, and placement in the company structure.

List of questions and answers = based on the survey you created and the responses provided by your customer/employee.
💡 (TIP: Hover over the element name to see the full question.)

Reply = includes all replies sent to or exchanged with the customer/employee who left the feedback. Learn more about Feedback Replies here.

Internal discussion = encompasses the entire internal conversation with your colleagues. Learn more about Feedback Internal Discussions here.

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Right side

• related to the details about who left the feedback

Quick actions = reply to the feedback, initiate an internal discussion, or perform any Feedback Action with a single click.

Drivers = sentiment category based on the feedback verbatim, indicating the theme/themes of the feedback. You can add new drivers by clicking on the “+” icon and selecting the required ones from the pop-up window or remove any by clicking on the “x” option associated with the driver you wish to remove.
(Note: This option is only available when using AI Topic Identifier and/or AI Sentiment Analyser modules.)

Labels = a unique tag from your labels library. You can add new labels by clicking on the “+” icon and selecting the required ones from the pop-up window or remove any by clicking on the “x” option that is part of the label you want to remove. The list of labels can be managed in the Settings section of the platform.

List of attributes = a set of attributes (values/data) included in the data imported to the platform, connected to the interaction/customer. Learn more about Attributes here, or visit the Data Sources page for a better understanding of these values.

Customer history = when clicking on an icon of a clock (placed right next to the customer attribute title), it redirects you to the whole history of a specific customer (based solely on the Customer Reference number). Thanks to this, you can see the lifetime satisfaction and dissatisfaction rate of a specific customer across campaigns.

⚠️ Please note that each feedback detail (feedback card) can vary based on the survey settings, the visibility of specific information, or the options/modules included in your license.