How to use Instant Ratings
We hope you agree that more customer feedback is better, but how could we increase the amount of collected ratings?” It is clear that users don’t like surveys and web forms in general. Therefore, we were curious as to what would happen if we recorded the rating right after customers clicked on the rating link.
The result exceeded all our expectations – in a short testing period we collected 236% more ratings!
How does it work?
Nicereply offers several forms of rating links. Some kinds of rating links contain an explicit statement of customer satisfaction (e.g. three smiley faces). If you look closer, you will find that URLs behind smileys contain the special parameter “s”, with a value on a scale from 1 to 10. This “s-parameter” enables the magic of instant ratings feature.
Immediately after the customer clicks on the rating link with the “s-parameter”, Nicereply will save the customer's opinion and display your rating survey form. The customer is not aware of this feature, but if she/he doesn’t have time to fill in the form, you will not lose her/his opinion about your service. If the customer fills in and submits the form, we will merge all data with the already captured instant rating into a standard rating.
Enabling Instant Ratings
If you would like to use the power of instant ratings you will need to use some type of rating links with an “s-parameter”. You can copy our predefined survey templates, or use our triggers and campaigns. Every Nicereply survey has pre-defined s-parameters and enabled instant ratings by default. You can see/edit it by going into CSAT/CES or NPS - Surveys - Settings of a specific survey.
Disabling instant ratings
We are amazed by the growth in collected ratings, but you may not share this excitement. If you don’t like the instant rating feature, you can disable instant ratings in the Settings of your survey. Simply navigate to CSAT, CES or NPS (depending on which metric you're measuring), then Surveys and click on Settings of the survey you want to disable instant ratings for.
When you're done don't forget to SAVE CHANGES!