The Customer Feedback Loop in CX Apps lets merchants collect feedback from their customers in regards to the service provided.

Permissions: Only users with Account Manager, Admin, and Manager access roles can manage and configure the Feedback Loop page.

Configuring the Customer Feedback Loop settings

1. Navigate to CX Apps > Feedback Loop on the Carriyo Dashboard. The page displays the Editor on the left side and the Preview screen on the right. Any changes made in the Editor will be displayed on the Preview. The changes will only be reflected on the actual Feedback page once 'Save' button is clicked.

2. You have the option to use the settings you've already defined in your CX theme (colors, text, buttons, images, etc.). To apply the same here, switch on the option Use CX Theme Settings.

If you haven't defined a CX theme, or if you don't enable this option, then you'll need to fill in all the settings and upload the images manually, similar to how it's done in the CX theme. For more details about these settings, refer to this article.

3. In the Images and Logo category, you can define the size of the logo. You can switch between desktop and mobile view using the toggle in the top right corner of the preview screen.

4. In the next section, you can set up a Custom Domain (configuring a URL for your Feedback Loop that matches your brand's website domain) to ensure a seamless transition from your website to our portal, providing a smooth experience for your customers.

5. In the Content section, you can customize the content you want to appear on the page and translate it into the languages of your choice. Brand color will be used for all links.

Click on the translation icon to manage the translations. This will open a dialog box as below.

In the pop-up that opens, click on + add record to add a new language entry. Possible options include edit and delete. Once all desired changes are made, click on Save.

6. Header - the header includes the logo so the Display header toggle should be enabled.

7. Ratings - A default text can be added for each star rating. The translation for it can also be managed.

8. Likewise, for each rating, in the Questions per Rating section you can add questions to make the responses more descriptive. Each question will have a Feedback Type associated with it — negative or positive. The same question can be configured for one or more ratings.

To add a new answer, click on the add icon. Customers can add a comment in addition to selecting any of these answers.

6. Once all changes are made, click on Save as seen on the top right corner. All further changes made can be viewed by clicking on the view change log button.

The Feedback Loop will appear as such, corresponding to the configured settings.

All feedback received from customers appear in the Customer Feedback report. The report aggregates all responses and displays the average response rate and average rating along with the percentage of top 5 compliments & issues.

To learn more about the Customer Feedback report, visit this article.

The feedback is also recorded in the History tab of the Shipment Detail page for each shipment where feedback has been received.