We love new ideas!

Please take part in sharing your ideas with us. If you think there is a new feature we should be adding or an enhancement which needs making let us know! You can also vote for and comment on other ideas.

Ability to add attributes to service reviews

It would be good to be able to ask attribute questions for service reviews for example:  ease of ordering, delivery options, speed of delivery, packaging  A few merchants have mentioned this to me over the past few months

  • Guest
  • Mar 2 2017
  • Attach files
  • Kirsten Mclean commented
    March 03, 2017 09:13

    Thanks Janet.  With the machine learning I'm able to surface attributes on service and products.  For example I can identify when customers are talking about delivery in a positive or negative way from the text left.  We are going to be presenting this to the consumer on the integration soon - and I'm currently looking at ways to present this in a meaningful way to merchants via the reporting.   I think we need to find ways to ensure we get more richer content in the reviews around some of these key subjects.  So one of the things we are looking  into is using the aspects/features of service and product reviews  to hint during the review capture period.  


  • Guest commented
    March 03, 2017 09:40

    Hi Kirsten

    What merchants have express to me is the ability to ask specific attribute questions (like product attributes) for service so they can display out of 5* their customer ratings for these particular attributes for example:

    Ease of booking
    Quality of website
    Ease of payment process

    Does this help?

    Thanks

    [cid:image001.jpg@01D2260A.0EBAD760]
    Janet Donovan-Mendy | Customer Success Manager
    W: www.feefo.com | T: +44 (0)203 362 4209

    [cid:image002.jpg@01D2260A.0EBAD760] [cid:image003.jpg@01D2260A.0EBAD760] [cid:image004.jpg@01D2260A.0EBAD760] [cid:image005.jpg@01D2260A.0EBAD760]

    [cid:image006.png@01D2260A.0EBAD760]

    [cid:image007.png@01D2260A.0EBAD760]

    This message is confidential. It may also be privileged or otherwise protected by work product immunity or other legal rules. If you have received it by mistake, please let us know by e-mail reply and delete it from your system; you may not copy this message or disclose its contents to anyone.
    Feefo Holdings Ltd. is a company registered in England and Wales. Registered number: 71 91 962. Registered office: Feefo Barn, Heath Farm, Heath Road East, Petersfield, Hampshire, GU31 4HT, United Kingdom.

  • Admin
    Tanja Ehrhardt commented
    October 24, 2018 15:42

    There were 3 ideas around the same topic - service attributes, I have merged them all into one idea. 

    I'd like to ask a question to those who voted on this idea, can you describe the type of service attributes you might use? Would you always use the same? 

    What would be the primary use of service attributes? Would it be insight or to display on reviews like you can do today with product attributes?

  • Guest commented
    October 24, 2018 16:16

    Hi Tanja

    Thanks for the update :)

    From our own perspective, insight would be a good start even if we didn't then publish the feedback about specific attributes for others customers to see. However, it'd obviously be much better to have this as a configurable account option where we could choose whether or not to publicly show customers the full attribute scores given by other customers.

    Again, we can only speak for ourselves here, but the types of service attribute we might want to see available include but aren't limited to:

    • speed of delivery,
    • delivery person's attitude,
    • experience with our customer care team,
    • ease of our returns service.

    A good idea, from our perspective, might be for Feefo to give all merchants a directory of service attributes they could then pick and choose from.

    Hope this helps.

  • Guest commented
    November 19, 2018 09:57

    Hi

    Bott and Co very keen on this as they would like to dig deeper into their staff behaviours.

    Hope this helps

    Janet

} catch(e) { console.log(e); }