Customer Feedback

After an order is delivered, PrepStation can email the customer once to ask how it went. The email either opens a short survey of your own or asks for a Google or Yelp review. Happy customers get pointed at your review page, and unhappy ones reach your team instead of the internet.

It's optional and off until you turn it on.

How it fits together:

Order completed → feedback email scheduled → customer answers → Customer Feedback page

Turn it on

1. Open Settings → Customer Feedback
2. Under Program, turn on Send a feedback email after completed orders
3. Set Hours after completion: how long after the order is completed the email goes out
4. Under What the email asks for, pick the Default: Internal survey, Google review, or Yelp review
5. Under Review links, paste your Google review link and Yelp review link. A location can have its own link under Review links per location. Locations left blank use the account link

The page saves on its own. Send me a test under Email wording emails you the saved wording. No customer is contacted.

If you want to read every email before it's sent, turn on Check every email before it goes out. Held emails wait on the Needs approval tab. Unapproved emails expire after (days) drops the ones nobody gets to.

How often a customer is asked

Days between emails stops a regular from getting an email after every order. Days after a low score gives an unhappy customer a longer break.

Different emails for different orders

Routing rules pick what to send for certain orders. Each rule reads When a condition is true, Then send a choice. For example: when Order total ($) is at least 1000, hold for approval. Conditions include Customer tag, Customer type, First completed order, Order total ($), Guest count, Order source, Fulfillment (delivery, pickup, or on-premise), and Location. Orders that match no rule use the Default.