Surveys email collector

Effective January 19^th, Feefo customers can now configure and distribute Surveys via email using the Feefo platform.

This new enhancement further improves how our clients gather feedback, with the option to attribute answers to individual customers easily and quickly thanks to six optional custom fields.

Key benefits:

• Include verified email addresses and any other relevant data – in up to 6 custom fields.
• Customise the email template – as much or as little as you like.
• Set up an optional reminder email.
• Set a schedule for emails to be sent or send them out instantly.

Listen and learn to your customers like never before, with smarter feedback collection and deeper insight from Surveys by Feefo.

Learn more about the latest Surveys Enhancements in our Knowledge Base article.

New App Key functionality

To bring us in line with best practice, you can now generate multiple App Keys within the Feefo Hub, making it easier to manage access for third-party providers who need access to your review data.

Previously, merchants could only have one API key. This new feature brings with it numerous improvements to security and flexibility, including:

• OAuth 2.0 is now used, the industry standard protocol for authorisation, making API calls more secure
• Specify what data can be pulled per App Key and filter by sales tag, giving you greater security when sharing keys with third parties
• When you no longer want a third party to have access to your data, simply delete their App Key rather than generating a new API key altogether
• Third parties do not need to login to the Feefo Hub, as you can generate and manage their key for them
  
  

For more information on how the new App Keys work, please read our Knowledge Base article.

Merchant Email Notification Enhancements

As part of our commitment to maintaining our reputation as the most trusted and responsible reviews provider on the market, we regularly review our security protocols to ensure the safety and privacy of our customers and consumers.

With that in mind we’ve made a few changes to the information that appears on your merchant email notifications. These changes will not only increase data security, they’ll give Feefo users a new way to quickly, and securely, access customer details at the click of a button.

So, what’s changed?

From Wednesday 7^th October:

• Order References are no longer present within email notifications
• Consumer email addresses are no longer present within email notifications
• A secure link will be provided to Feefo users to privately view the content from within the Feefo Hub

Feefo Surveys

Get a complete view of your customer experience with Feefo Surveys!

Take your feedback to the next level with an ‘access all areas’ pass to your customer journey. Feefo Surveys gives you the flexibility to look beyond the sales cycle and reach out to existing and potential customers at any touchpoint and any channel, in an instant.

Get quick, anonymous feedback whenever and wherever you need it, with personalised messaging that will help you get the answers you’re looking for.

Key features

• Flexible question formats let you create surveys just the way you want
• Fully integrated CX metrics including NPS, CSAT and Customer Effort Scores
• Create personalised survey journeys based on user responses
• At-a-glance insight, with sentiment analysis reporting as standard
• Quickly share surveys across every channel with an automatically generated link

Find out how Feefo Surveys can help you better understand your customers, here.

Moderation enhancement

In line with an update to our own Moderation Guidelines, we've made it easier than ever to understand why your reviews have been moderated.

New, clearer, moderation codes will be shown to merchants and reviewers for the following reasons:

• Legal
• Copyright
• Profanity
• Discriminatory 
• Inappropriate
• Personal Information 
• Competitor
• Poor Quality/Spam
• Irrelevant
• Reviewer Requested
• False Content
• Incorrect Section
• Foreign Language
• Incorrect Upload
• Test
• Compliance
• Product Not Yet Received

Feedback extract - Insight Tags

We've added two new fields when you're exporting your reviews data:

You can now see feedback extracts for both Service Insight Tags and Product Insight Tags, giving you a more detailed account of the feedback you've collected.

Smart Themes Enhancements

Smart Themes just got even better with two all-new, fully customisable, widget options and even more ways to improve your customer journey, drive conversions and reduce basket abandonment.

Powered by our AI-tech, Smart Themes automatically groups popular themes from your feedback to save shoppers time and make the buying decision easier than ever.

• Topics and Snippets widgets

From home page to checkout, seamlessly integrate review snippets and key topics anywhere across the customer journey.

• Complete customisation

Exclusive access to our widget customisation menu, where you can fully brand your Topic and Snippet widgets.

Don’t just take our word for it…

Find out how the Perfume Shop used Smart Themes to increase conversions by as much as 13.5%

Trusted Service Award Widget

Congratulations to all of our Trusted Service award winners!

We hope you’re all celebrating and shouting about your excellent win – you deserve to. This year we’ve gone the extra mile and created a whole new way for you to show off your Trusted Service award by including it across all of your widgets.

Trusted, Gold and Platinum Trusted Service winners can display their respective badges on their on-page, pop-up, slide-out and service carousel widgets.

Get in touch with our Support team or your Customer Success Manager to get this feature enabled.

Discover plenty more ideas for how you can show-off your Trusted Service award win in our handy guide, here.

NPS First Campaigns

Want to make sure your customers leave you a Net Promoter Score? Now you can add your NPS question at the top of the feedback form to help maximise response rates and collect even more insight from you detractors, passives and promoters.

Find out more about how NPS can help you learn more about your business here.

Smarter Feedback Exporting

We have improved the way that you download your feedback data from the Feefo Hub, making it more reliable than ever before.

Once you’ve selected the feedback data you want using our advanced filtering system, you will be emailed a secure link to your download file – don’t forget to check your junk!

This link will be unique to your account and will last for 24-hours before becoming inactive.

Sales Upload Enhancements

As part of our continued commitment to streamline the sales upload process for our customers, we’ve added several fantastic features that will make things even simpler.

Sales upload template

If you’re having trouble setting up your first sales file, you can now download a simple template that helps you ensure you’re providing all the correct customer data to us. The template can be easily downloaded straight from the Sales Upload area of your Feefo Hub.  

Sales upload checklist

Want a little more information about the sales data you need to upload? We’ve got you covered with our handy upload checklist. This gives you a quick overview of all the information that we need you to include to successfully upload your sales data to Feefo, including the file format, product search codes and emails.

Clearer upload outcome messaging

We’ve made the progress of your sales upload journey a lot clearer with three outcome messages for a successful, partially successful or failed data upload. Depending on the message, you can quickly navigate to a detailed summary of your upload data to easily spot where you may have issues that need amending.

Sales Upload Enhancements

Our customers asked, and we listened!

We’re making it easier than ever to send us your sales data. Instead of seeing the status of every transaction, we’ve created a more streamlined view that lets you quickly and easily see your complete sales file upload history at-a-glance.

Key benefits:

• Immediately the see complete file you’ve uploaded
• See if the full upload has succeeded or failed
• In-depth stats about your latest upload

Feefo Platform Status

Our all new status page is live!

See the current operational status of the Feefo Hub, our integrations, the feedback process and our APIs by heading to status.feefo.com.

Get greater visibility than ever before with a full 90-day breakdown of every part of the Feefo platform and comprehensive incident reporting.

Our new status page can be accessed through our website and via the login page of the Feefo Hub.

Review Page Impact Tile

Discover how powerful your Feefo merchant page is at driving traffic to your site with our all new Impact Tile.

This free enhancement has been automatically added to every client’s Feefo Dashboard, adding much-needed visibility on the number of monthly visitors to their Feefo Merchant Page and a breakdown of the click-through traffic to the client's home or product page(s). 

Review Enhanced Ads

Say hello to Review Enhanced Ads - the smarter way to build and split-test compelling PPC ads using the power of positive reviews.

Work seamlessly alongside your existing Google Ads account straight from the Feefo Hub to build, test and report on your new Review Enhanced Ads. Our powerful sentiment analysis technology pulls through positive snippets from your customer reviews. Using our simple 4-step ad builder you can then insert these snippets into new ad variants and run A/B tests against your existing ads.

Key Benefits:

• Improve the Quality Score of your ads
• Lower your cost-per-click and cost-per-acquisition
• Increase your click-through rate and conversions

Find out more about how Fire Label increased their conversion rates by 33%

Hub Log-in Page RSS News Feed

We've now made it easier than ever for you to keep up to speed with all of the latest news, resources and advice from the Feefo team.

Content is automatically shared on the Feefo Hub log-in page with headlines, descriptions and URL links designed to guide you to the relevant articles and help you get even more from your Feefo experience.