TABLE OF CONTENTS
Introduction
The Feedback tab serves as a rapid access point for merchants to efficiently locate, filter, and review feedback, providing insights into its current status. Notable updates include integrating Accounts and Tags for enhanced data filtration. For instance, users will have the ability to filter feedback based on 'Campaign Tags', streamlining the feedback management process effectively.
Report Filters
Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:
| Field | Description |
| Merchant Name | Enter the name or identifier of accounts available to the user. If you select multiple accounts you see the aggregation in the metrics |
| Date Source | Choose from sales date or feedback request date. |
| Date Range | Choose from preset date range options or create a custom range. |
| Chart Granularity | Choose from Day, Week, Month, Quarter or Year. This determines the X axis in the graphs and how the data points are also aggregated. |
| Product or Service Feedback | Choose to display Product or Service Feedback |
| Tag Key | Once the merchant has been selected only the relevant tag keys will be visible. |
| Tag Value | When you have selected a particular key, only the tag values for that key will be visible. |
| Product/Service Rating | A numerical or star-based evaluation of a product or service, reflecting customer satisfaction and quality. |
| Campaign Name | Filter by the designated title of the campaign. You cannot select private and public campaigns. |
| Comments | Filter comments based on key words using a range of preset parameters. |
| Moderation Status | The current state of review for user content, indicating whether it is approved, pending, or rejected based on community guidelines. |
| Moderation Rejected Reason | If a review is rejected, you can filter by the reason associated to it. |
| Order Reference | Filter to a particular transaction. |
Report Charts
Feefo charts refer to the visual representations of data generated within the platform.
Note, you can drill down into the charts to see the individual reviews. All the displays are upto to 500 rows. You can download all data if required.
| Field | Description |
| Feedback Received | The count of distinct product/service feedback id. This isn't at sale level. If there is multiple pieces of product feedback for a single sale, it will appear as multiple pieces of feedback. |
| % Published | The percentage of product/service feedback that are published. |
| % Rejected | The percentage of product/service feedback that are rejected. |
| % Pending | The percentage of product/service feedback that are pending. |
| % Feedback With Comments | The percentage of product/service feedback with consumer comment. |
| % Replied by Merchant | The percentage of product/service feedback that are replied by merchant |
| Rating | Amount of reviews received for each star rating in a pie chart. |
| Number of Feedback | A line chart that shows number of product/service feedback received by date. |
Feedback Columns
Note, you can drill down into the charts to see the individual reviews. All the displays are up to to 500 rows. You can download all data if required. This is only for tiles, not all charts.
| Field | Description |
| Merchant Name | Show the merchant that received the feedback. Use the hamburger menu to open drill down options Freeze Copy values Autosize All Columns Reset All Column Widths |
| Order Ref | A unique identifier for an order, used to track and reference the specific purchase. |
| Sale Date | The date on which the product or service was sold to the customer. |
| Feedback Date | The date on which a customer provided feedback or a review about the product or service. |
| The customer's email address, used for communication and notifications regarding their order and feedback. | |
| Product SKU | The Stock Keeping Unit (SKU) assigned to a product, used to uniquely identify and manage inventory. |
| Description | A description of the product. |
| Rating | A numerical or star-based score given by a customer to evaluate a product or service. |
| Comment | A customer's written feedback or opinion about a product or service. |
| Moderation Status | The current review state of user-generated content, indicating whether it is approved, pending, or rejected. |
| Rejected Reason | The explanation provided for why a piece of user content was rejected during moderation. |
| Replied by Merchant | Indicates whether the merchant has responded to the customer's comment or feedback. |
| Rerated | Indicates whether the original rating given by a customer has been updated or changed. |