Andromeda Helpdesk

At a set time after a customer has ordered, an automated email is sent to them asking for feedback on a number of questions.

The subject and content of the email should be customised to suit the tone of your store.

Each question is then set again using the tone of voice you use to gain insight into the following categories:

• Service
• Product
• Price
• Ordering Experience
• Other

How to set feedback up

In the portal, navigate to the "Feedback" section. 

From here click on "settings"

Then Enable the setting

Once enabled you need to configure the email first:

Time to send = How many hours after they ordered do you want them to receive the email? Email Subject =The title of the email the customer will receive Email Content = What the email says in order for the customer to understand the purpose.

Try to keep the subject and content short and too the point

You can then enable all or only the sections you want to ask questions regarding.

Once a question is enabled you will need to enter some text to explain to your customer what you want to know.

You can word each question as you want or use one of the examples below:

Service:

Overall, how would you rate the service you received? (1 - Poor, 5 - Excellent)   

Product:

Overall, how satisfied are you with the products you received? (1 - Not satisfied, 5 - Very satisfied)  

Price:

Overall, how satisfied are you with the price you paid? (1 - Not satisfied, 5 - Very satisfied)  

Ordering Experience:

How would you rate your overall experience with the app/website? (1 - Poor, 5 - Excellent)  

Other is a free choice should you need it. eg:

How likely are you to recommend us to friends or family based on your experience? (1 - Very unlikely, 5 - Very likely)  

Once done click "Save" and wait for the feedback to come in.

Please do not use the "Application" question

Viewing Feedback

You can view the results of the feedback from the dashboard section of the feedback page in the portal.

Here you can view the overall score or drill down into the specific results and any additional comments customer may have left for you.