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Review Input Error on (+) & (-) Choices

We have several customers leave an awesome comment and then leave a Poor or Very Poor Rating. After contacting them, they expressed their apologies as it was done in error. 

 

We, as the company, then ask them to update their response; this feels awkward as the whole process is supposed to be anonymous if so desired. We need a "nudge" feature so Feefo can kick an email to the client in these situations saying "hey, your rating and comment dont align, can you double check and make sure what you put is what you meant?"

  • Adam Brewer
  • Jun 1 2016
  • Likely to implement
  • Attach files
  • Kirsten Mclean commented
    July 01, 2016 09:17

    Hi Adam, great idea! We will investigate this and see if we can find you a better solution.

    Thank you 

  • Martin Holmes commented
    July 11, 2018 10:40

    Did anything ever come of this? It's a great idea.

  • Admin
    Tanja Ehrhardt commented
    August 03, 2018 08:21

    Hi Martin, this sounds like a good idea. We have not looked at this yet, we may be able to flag these somehow to review. Do you come across this problem often?

  • Martin Holmes commented
    August 03, 2018 08:32

    It does happen from time to time, yes.

    A client will leave very positive comments with a low score – when we speak to them about it they say that they meant to give five stars not one, and that their finger must have slipped or something like that.

  • rebeccah Gatt commented
    October 17, 2018 08:29

    if figures help, I average 3 a month where the review rating doesn't match the comments. 

  • rebeccah Gatt commented
    11 Jan 08:09

    It is very exciting to see this may be implemented.
    This happens so often to us that it's a tap in my monthly report.