Set up Customer Feedback Loop
Use the Customer Feedback Loop to collect post-delivery ratings and feedback from your customers.
Configuring the Customer Feedback Loop settings
1. Navigate to CX Apps > Feedback Loop on the Carriyo Dashboard. The editor is on the left and the preview is on the right. Changes appear in the preview immediately but are only applied to the live page when you click Save.
2. To reuse settings from your CX Theme (colors, text, buttons, images), enable Use CX Theme Settings.
If you have not defined a CX Theme, or if you do not enable this option, fill in all settings and upload images manually. For details, see Set up a custom CX theme.
3. In the Images and Logo section, set the logo size. Use the toggle in the top-right corner of the preview to switch between desktop and mobile views.
4. Set up a custom domain for your Feedback Loop. A custom domain matches your brand's website domain so customers move seamlessly from your site to the feedback page.
5. In the Content section, customize the text on the page and translate it into the languages you need. Brand color is applied to all links. Click the translation icon to manage translations, a dialog box will open.
In the dialog, click + add record to add a language entry. You can also edit or delete existing entries. Click Save when done.
6. Header, the header includes the logo. Enable the Display header toggle to show it.
7. Ratings, Add default text for each star rating. You can also manage translations for each rating label.
8. In the Questions per Rating section, add questions for each rating to get more descriptive responses. Each question has a Feedback Type, negative or positive. The same question can apply to one or more ratings. Click the add icon to add a new answer option. Customers can also add a free-text comment.
9. Click Save in the top-right corner to apply all changes. Click view change log to review previous changes.
The Feedback Loop page will reflect the settings you configured.
All customer feedback appears in the Customer Feedback report. The report shows the average response rate, average rating, and the top 5 compliments and issues.
To learn more, see Customer feedback report.
Feedback is also recorded in the History tab of each shipment's detail page.