A successful business is built not only on efficient service but also on the ability to listen to customers. The Feedback System in Qwaiting allows organizations to gather direct insights from visitors, helping them measure satisfaction, identify gaps, and continuously improve service quality.
Why Feedback Matters
Helps businesses understand how much customers like the service.
Provides opportunities for continuous improvement.
Builds trust by showing visitors that their opinions matter.
Ensures accountability by keeping staff informed of customer perceptions.
Core Features of Feedback Settings
1. Open Feedback Form After Call
This option automatically opens a feedback form at the end of a customer interaction.
Visitors can instantly share their review, ensuring feedback is fresh and accurate.
2. Rating + Comment Option
Along with ratings, visitors can be given the option to leave comments.
Comments help capture detailed opinions, suggestions, or concerns that a rating alone cannot convey.
3. Threshold for Comments
Businesses can set a threshold to decide when the comment box should appear.
Example: If a visitor selects a Poor rating, the comment box will open automatically asking for the reason.
This ensures negative feedback comes with context, making it easier to identify and fix problems.
4. Feedback Alert Settings
To ensure no negative feedback goes unnoticed, Qwaiting provides alert options.
Enable Alerts: Choose “Yes” or “No.”
Alert Receiver Email: Add the email where alerts should be sent (e.g., supervisor).
Feedback Alert Threshold: Set the minimum rating that will trigger an alert (e.g., 2 stars or below).
Alerts are also sent to the staff who handled the service, helping them take responsibility and improve.
5. Post-Interaction Rating Survey Settings
Survey Status
Enable or disable post-interaction surveys.
Trigger Configuration
Decide how and when surveys are sent:
Automatic – Sent after every interaction.
Randomized – Sent to a selected percentage (e.g., 20% of visitors).
Manual – Sent only when triggered by an admin or supervisor.
Rating Style
Choose how visitors will rate their experience:
Star Rating ⭐⭐⭐⭐⭐
Smiley Rating 😀 😐 😞
6. Feedback Form (Custom Questions)
Businesses can customize the feedback form to ask specific questions relevant to their services.
To set this up, go to Settings → Feedback Form.
Here, you can add or edit the questions that will appear when visitors are asked for feedback.
This allows you to gather insights tailored to your business goals, such as:
Was the waiting time reasonable?
Was the staff polite and helpful?
How satisfied are you with the overall service?
Benefits of Qwaiting Feedback Settings
Collects instant, reliable reviews after service.
Identifies reasons for poor ratings through thresholds and comments.
Sends real-time alerts to staff and supervisors.
Flexible survey triggers (automatic, random, or manual).
Customizable forms to match your business needs.
Improves accountability and helps enhance service quality.
Conclusion
The Feedback Settings provide businesses with a powerful way to measure customer satisfaction and take corrective actions quickly. By combining automated surveys, flexible triggers, alerts, and customizable forms, organizations can continuously improve service quality and create a better visitor experience.