For customers that are interested in managing the closed loop process with customers inside their CXInsight instance rather than individual survey projects, we now offer an option to enable lightweight feedback management in your CXInsight feedback tab.
Now you'll be able to:
reply to end users directly from their feedback card
forward an end user's feedback to a colleague
add notes to individual feedback
see notes created in individual survey projects inside CXI
mark feedback as *complete*
filter on feedback that has been marked complete vs incomplete
Replying to feedback
You can reply to a response by doing the following (note this feature only works if the response shows an email address in the top right hand corner of the feedback
Go to the Feedback Tab
Find the response you want to reply to
Click on Reply in the bottom left side of the response box
Your default email client will load with our standard template response and the respondent's email address.
Forwarding feedback to a colleague
Go to the Feedback Tab
Find the response you want to forward
Click on Forward in the bottom left side of the response box
Your default email client will load with our standard template response. Add the recipient(s) and send!
Adding Notes to Feedback
Go to the Feedback Tab
Click on "Add a Note"
Type in your note and hit 'return'. Your note will be saved, with a date and time stamp and associated with your email address so that you and others know who authored the note.
You or others can continue to add up to 10 notes on a feedback record.
If you or other teammates have left notes on individual project accounts connected to CXI, those notes will sync and be visible to you alongside any new notes you add within CXI.
Marking Feedback as Complete
When tracking you or your team's progress against a closed loop process, the "Marked Complete" button is a lightweight way to indicate to anyone viewing a feedback that it has been handled. It's a editable status, meaning you can mark something as complete, and change your mind by clicking it again. How to mark a feedback as complete:
Go to the Feedback Tab
Click on "Mark Complete" in the bottom right hand corner
The icon will changed to "Marked Complete" in green to indicate the status change.
Changed your mind? Just click it again
A feedback's status as Complete or Incomplete can also be filtered in aggregate to help you manage progress.
