In RemOnline, you can configure the automatic sending of feedback requests to your clients.
First, you need to set up a notification template so that you can send requests automatically or manually, and clients can follow a link in the message to give feedback.
Setting Up a Notification Template
1. Navigate to Settings > Notifications > Templates.
2. Click the + Template button if you want to add a new template or click on the name of an existing one to edit it.
The text of the message template can be any, but it must contain the {Client Feedback URL} or {Client Feedback QR Сode} variables. These variables form a link for clients.
E.g., "Please rate the quality of our services {Client Feedback URL}"
Please note: {Client Feedback QR Сode} variable cannot be used in SMS Notifications.
Setting Up Automatic Sending of Notifications
1. Click the + Notification button in the For clients section.
2. Select the Work Order status changed to event and the status.
3. Specify the type of notification: SMS or Email.
4. If necessary, set up a delayed sending.
5. Select a notification template.
After a work order is updated to the specified status, the client will receive a message containing a unique link for feedback.
By following the link, the client will see the name and logo of your company, as well as the form to rate or leave feedback. The rating system will depend on your settings.
Types of Rating Systems
RemOnline has 3 rating systems for collecting customer feedback: a 5-point system, a Like/Dislike system, and Index NPS. Let's have a closer look at the settings of each of them.
5-Point Scale Rating System
This system is available in all subscription plans.
To enable this system go to the Settings > Marketing page. In the Customer feedback section select the 5-point scale type and click the Apply button.
Click the Settings button and fill in the Heading, Subheading, Question and Clarifying question for score fields. Please note that the Question and Clarifying question for score fields are mandatory, as this text will be displayed in the rating form.
The Business and Enterprise plan users can set up an Answer to the score. To do this, tick the checkbox.
Next, you need to specify the message displayed depending on the client's rating.
E.g., if the rating is 1-3 points, you can answer that you will contact the client soon to solve the issue. If the rating is 4-5 points, you can request the client to leave a review via the link to your website / Google Maps / Facebook, etc.
Click the Preview button to see what the feedback form will look like for the client. Next, click the Save button.
Done! Now you can send this form to your clients using the {Client Feedback URL} variable to get ratings and feedback.
You can view your customer feedback in the Work Order Event Feed, the Customer Feedback report, or the RemOnline Boss mobile application. You can also see the current average company rating and its comparison with the previous month in the Manager Dashboard.
Like / Dislike Rating System
This system is available in the Business and Enterprise subscription plan.
To enable this system go to the Settings > Marketing page. In the Customer feedback section select the Like / Dislike type and click the Apply button.
Click the Settings button and fill in the Heading and Subheading fields. Specify the customer's response values — Like or Dislike and fill in the Question and Clarifying question for score fields. Please note that the response values, Question and Clarifying question for score fields are mandatory, as this text will be displayed in the rating form.
Below you can configure an Answer to the score. To do this, tick the checkbox.
Next, you need to specify the message displayed depending on the client's rating.
For example, if it’s a Dislike, you can answer that you will contact the client soon to solve the issue. If the rating is Like, you can request the client to leave a review via the link to your website / Google Maps / Facebook, etc.
Click the Preview button to see what the feedback form will look like for the client. Next, click Save.
Done! Now you can send this form to your clients using the {Client Feedback URL} variable to get ratings and feedback.
You can view your customer feedback in the Work Order Event Feed, the Customer Feedback report, or the RemOnline Boss mobile application. You can also see the current average company rating and its comparison with the previous month in the Manager Dashboard.
NPS Index Rating System
This system is available in the Business and Enterprise subscription plan.
To enable this system go to the Settings > Marketing page. In the Customer feedback section select the Index NPS type and click the Apply button.
Click the Settings button and fill in the Heading, Subheading, Question, Scale description and Clarifying question for score fields. Please note that the Question, Scale description and Clarifying question for score fields are mandatory, as this text will be displayed in the rating form.
Below you can configure an Answer to the score. To do this, tick the checkbox.
Next, you need to specify the message displayed depending on the client's rating.
For example:
if the rating is 1-6 points, you can answer that you will contact the client soon to solve the issue
if the rating is 7-8 points, you can request your clients to leave a comment on what exactly they would like to improve
if the rating is 9-10 points, you can ask the client to leave a review via the link to your website/Google Maps/Facebook, etc.
Click the Preview button to see what the feedback form will look like for the client. Next, click Save.
Done! Now you can send this form to your clients using the {Client Feedback URL} variable to get ratings and feedback.
You can view your customer feedback in the Work Order Event Feed, the Customer Feedback report, or the RemOnline Boss mobile application. You can also see the current average company rating and its comparison with the previous month in the Manager Dashboard.
