Overview Section
Q1.
What is the Feedback Rewards Plus Program?
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A. Feedback Rewards Plus
is the cost effective way to partner with
your customers to:
- Solicit and receive customer feedback 24/7
to gauge customer satisfaction
- Reward your customers with "bounce
back" coupons to promote repeat business
- Receive immediate notification of problems
and rescue unhappy customers
- Attract more customers with a client promo
web page and online coupons
- Promote your business to current and prospective
customers in our rewards e-mailers
- Further "Inspect what you Expect"
with Mystery Shopper Inspections
- Conduct targeted research surveys to current
and perspective customers
Q2.
How can this benefit my business or organization?
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A. The potential benefits
are many; higher quality assurance, increased
customer loyalty, more repeat business, new
avenues to cost effectively market your business
for increased revenues and profits.
Q3.
What if I already use a Mystery Shopper Program?
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A. The Feedback rewards program
can supplement your existing program or can
replace it. One of the many distinct advantages
of using a Performance Edge Secret Shopper
program is the option of using an existing
customer, already in your system and familiar
with your operations, to perform a follow
up evaluation subsequent to a specific transaction.
Also, these evaluators often are willing to
accept goods and services in exchange for
their services which makes your cost per mystery
shop go down as customer loyalty and repeat
business goes up.
Q4.
How can I incorporate my existing guest comment
card program?
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A. The Feedback Rewards guest
comment cards and online surveys are electronic
and totally automated with 24/7 real time
reporting from our website. However, our system
allows you to offer both manual and electronic
guest comment cards if you desire. Our web
interface will allow you to quickly enter
the data from your manual comment cards so
you can immediately analyze the results of
both your manual and electronically captured
feedback.
Online
FBR Surveys Section
Q5. What can the
online FBR feedback surveys tell me?
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A. The information you receive
will depend on the questions you ask. Find
out your customers levels of satisfaction.
Ask them for feedback on their perceptions
of your employees, your products and services.
Even ask them how you compare with your competitors.
Find out what your customers think and ask
them how to get more of their business. Questions
can be scored to chart trends over time or
be open-ended. You can also capture valuable
demographic information such as gender, age,
how far they traveled etc. We can assist you
to get the information you need. You also
have the option of offering multiple online
surveys, depending on you objectives.
Q6. What are the options
to invite customers to fill out a FBR survey?
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A. Invitations to fill out
online feedback forms and surveys can be initiated
in a number of ways; cash register receipts,
invite cards, pre-printed coupons, an emailed
invitation or a link from your website. Generally
invitations are given to customers at the
completion of a visit or transaction. Invitations
include a reference or link to the Feedback
Rewards website and an invite code. Once the
specified invite code is entered, the corresponding
feedback form or survey will be launched.
Q7.
Can I create my own bounce back coupons or
do they have to be printed online?
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A. You have 2 choices
(1) You can create your own pre-printed coupons
which contains the invitation, address of
the Feedback Rewards website, an invitation
code to access the online feedback or survey
form and a designated area to write in the
validation code at the completion of the survey.
The pre-printed coupon would then be redeemable
on a subsequent visit by the guest.
(2) You can use a cash register receipt or
printed card etc. to direct the customer to
the Feedback Rewards Website as described
in (1) above. After completing the feedback
form or survey, the guest can print a coupon
- pre-authorized by you - from the website.
The web printed coupon would include all the
details of the offer and can optionally include
a unique tracking number for tracking issued,
outstanding and redeemed coupons.
Q8.
What about validating the coupons to prevent
unauthorized use?
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A. When offering bounce back coupons
you may want to require some sort of validation
to avoid unauthorized duplication or abuse
of coupons. If you use your own pre-printed
coupons we can set up a unique validation
code to be associated with the survey. When
the coupon is redeemed, your personnel would
visually inspect the code written on the coupon
by the guest to ensure it was valid before
redeeming the coupon. For bounce back or other
higher value coupons or gift certificates
printed from our website, we can require the
guest to enter a unique control number from
the invitation as part of the survey. This
control number will print on the coupon. Further,
you may require the guest to attach the original
receipt or invitation document to the web
printed coupon in order to redeem it - to
avoid the possibility of duplication of the
receipt. Coupons available to the general
public printed from your promo web page would
not be validated.
Q9.
What kind of coupon rewards offers can we
use?
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A. The nature and amount
of the reward should reflect the amount of
time and effort required to complete the feedback
form. The better the offer the more willing
guests will be to take the time to give feedback.
Coupons good for a "free" item,
independent of a subsequent purchase are usually
very well perceived and received by guests
and they will usually make additional purchases
as well. Discount coupons or 2 for 1 type
offers may also work well. The option of being
entered into a drawing for a larger prize
can also yield good results. Of course, offers
may be modified form time to time until you
find the optimal rewards and incentives. Online
coupons available to the general public from
your promo page should be of sufficient value
to entice new customers to give you a try.
Q10.
Is there a way to track coupons redeemed and
outstanding?
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A. Yes. Each bounce back
coupon printed from our website can have a
unique reference number and expiration date
and can be tracked. You can determine the
number of bounce back coupons issued and not
expired. By logging the coupons you actually
redeem, you can also track redemption rates
and number of coupons outstanding and available
for redemption. .
Q11.
Can I invite all of my guests to fill out
a feedback survey?
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A. Yes and we recommend that
you do. Only a certain percent of your customers
will actually fill out a survey, depending
on the nature of your business, your customers
and the rewards you are offering. We have
made our program so cost effective that you
can invite each and every customer to fill
out a feedback form and receive a bounce back
coupon. Every time a customer takes you up
on the offer, you get valuable feedback and
a good chance of repeat business from the
bounce back coupons. Your guests are also
invited to become a registered Feedback Rewards
Guests and sign up for the Rewards and Birthday
E-mailers giving you further opportunities
to invite them to do business with you. The
higher the participation, the higher the returns
for your business Plus you are creating goodwill
and loyalty just by letting your customers
know you value them and their feedback and
they have a easy way to provide it.
Q12.
What are the advantages to online surveys
vs. automated telephone surveys?
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A. There are a number of
advantages of Feedback Rewards online surveys
over automated telephone surveys:
- The ease and convenience for the user. Most
users prefer to enter surveys online at their
convenience using a computer vs. trying to
listen to pre-recorded questions over a phone
and punching the phone keypad at the same
time. Online surveys will generally be of
a higher quality and more detailed as guests
are more comfortable and will take more time
to answer open-ended questions, which phone
surveys do not accommodate well. With our
smart branching technology and comment field
validation, we can require participants to
answer each question and leave extremely valuable
comments on each survey form.
- Controlling data timeliness and integrity.
Since memories fade and timeliness of feedback
is crucial, our online system can be set up
to only accept feedback within a pre-determined
timeframe - i.e. 48 or 72 hours. Those not
meeting the timeliness criteria, can still
be directed to
your Feedback Rewards Online Promo page where
they can choose other online coupons to promote
repeat business.
- Online surveys can reinforce your company
image and goods and services. Online surveys,
unlike phone surveys, can incorporate company
logos and other graphics to strengthen company
image. Links can be inserted within the surveys
back to your Promo page and/or home website.
- Feedback Rewards online surveys with their
conditional branching and related capabilities
can immediately identify unhappy customers
and ask their permission to be contacted by
email and/or phone so you can quickly and
cost effectively respond to them and retain
them as a customer. You can receive immediate
email notification and then using our online
Customer Rescue interface, you can quickly
reply back to them through email and optionally
even insert a link to an online rescue gift
certificate which you can customize online.
Trying to collect email addresses through
a phone pad is not very practical. And playing
phone tag back to the number they called from
can be frustrating and unproductive.
- Scored and Percent of Response real time
reporting. Our reporting system allows you
to totally customize your surveys and assign
unique point values to each question and response.
This allows for scored reports to track trends
and establish benchmarks. Reports are available
24/7 in real time. All reports are date sensitive
allowing you to compare any 2 date ranges
on any criteria you desire. You can view individual
surveys or generate a report of all comments
for a given open ended question. If you spot
a questionable survey, you can exclude it
from your report results with a click of a
mouse.
- Upon completion of the survey, guests can
be invited to visit your website, register
for the birthday and rewards e-mailers and
/or to be available as a panelist or mystery
shopper should you need their services in
the future.
- And finally Cost Savings. You get all of
these added benefits for less than the cost
of most toll free telephone survey programs.
Why can we generally do all it for less? Better
technology and no toll charges to pass onto
you.
Q13.
I can see it’s a better value, but what
about those guests without Internet access?
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A. The majority do have access
to a computer and the Internet and the numbers
are growing daily. By focusing on your guests
with computer and Internet access, you should
get more than enough feedback and repeat business
to make this program very profitable for you.
And because our online surveys can collect
more detailed and a higher quality data than
most phone survey programs, you will actually
receive more and better information with fewer
surveys. Also, those with computer access
are an excellent target market because they
are generally educated and discriminating
in their purchasing habits and have disposable
income.
Q14.
How and when can I see the results?
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A. Your feedback data is
maintained on our secure web servers in real
time giving you 24/7 access to your survey
data and results. Just log onto the Client
section of our site with your assigned UserID
and Passcode. Our reporting system allows
you to totally customize your surveys and
assign unique point values to each question
and response. This allows for scored reports
to track trends and establish benchmarks.You
can review individual surveys as well as look
at composite results for the current day,
week or month or any customized date range
you desire. You can also compare results from
2 different date ranges to quickly review
trends. You can view individual surveys or
generate a report of all comments for a given
open ended question. If you spot a questionable
survey, you can exclude it from your report
results with a click of a mouse.
Unhappy Customer
Rescue Section
Q15. What is the unhappy
customer rescue interface?
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A. The unhappy customer rescue system
enables you to receive instant email notification
when a dissatisfied customer fills out an
online survey and indicates they have had
a bad experience on their last visit or are
otherwise dissatisfied. Based on predetermined
criteria, the Feedback Rewards online survey
can be programmed to intercept unhappy customers,
ask them for their email address and permission
to have a company representative contact them.
As soon as they complete the feedback survey,
you will be notified by email. The email will
contain a link to the actual completed survey
.From there you can use our "rescue"
interface to respond to the customer by email,
with the option to also include a link to
an online coupon with an invitation to come
back and give you another try.
Q16.
Can the email notification be sent to more
than one company representative?
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A. Yes, you can have the automated
notification email sent to whoever needs to
know about the problem. For example, an email
could be sent to the store or location manager
where the shop was performed as well as the
company director of customer relations.
Q17.
Can I customize the response and promo offer
to each unhappy customer?
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A. Yes and we recommend you do. We
can set up a sample response and a link to
a coupon if you choose to offer one, but you
have the ability to modify both the reply
and the offer. Even create a custom online
gift certificate within minutes if desired
to invite them to come back and give you another
try.
Q18.
What are the benefits of a rescued customer?
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A. A customer with a bad experience
will generally tell 9-10 other people about
their bad experience. Generally they will
say nothing to you because they don't want
to go through a face-to-face encounter or
they don't t have an easy way to communicate
it. The feedback Rewards system is designed
to give your customers a means to easily express
their concerns and gives you the ability to
retain them as a customer. Instead of telling
8-10 of their friends about the bad experience,
perhaps they will tell those same friends
about how you addressed their concern - giving
you the chance to generate positive advertising
instead of losing a customer and spreading
ill will. Remember, it costs far less to retain
an existing customer than to gain new ones.
Plus, you can detect operational problems
quickly and correct them in a timely manner.