Customers when completing their feedback can get the “1 – not all” and the “5 – yes very likely” rating confused and/or submitted in error
You might receive an alert that reads something like the below
This email shows the customer has confused the 1 rating with the 5 rating when you read the comments.
Customer Radar and your business are able to address misrepresented ratings for 1’s and 5’s, possibly even for 2’s and 4’s
However if a 3 rating is received, it is to remain the same, this would require more investigation from a the store manager, regional/business manager.
We recognise the positive comment, which is great but they have answered the “would you recommend this store” as a neutral = as a 3. We accept that the 3 rating – is what it is. Whilst it may impact your score for a day or two, it doesn’t reflect poorly on your overall business, it shouldn’t be looked at in isolation but rather if a trend starts to develop along this 3 = neutral rating – then you can start to ask why..
If a change is required
If a change is required forward alert email through to firstname.lastname@example.org, with an explanation that you have contact the customer and/or the comment shows the positive rating was meant to be selected. Once this is received at Customer Radar it will allocated and actioned by the support team.