Customer Feedback Overview¶
The Customer Feedback enables retailers to collect and analyze structured feedback from Mobile App end-users about their shopping experiences. It captures direct input from customers and delivers insights through Power BI reports and the sharing of collected data to external data platforms.
Listening to customers is a cornerstone of great retail service, and Customer Feedback helps retailers in several key areas.
- Understand shopper sentiment right after purchases.
- Identify friction points or standout experiences.
- Make data-driven decisions to improve satisfaction and loyalty.
Customer Feedback in the App¶
After a customer completes a purchase, the app pushes a feedback communication linked to the specific purchase details.
- The latest Home Screen (Overlay) has the feedback request appear as a temporary overlay.
- The previous Home Screen (Feed) has the request appear as an item in the app home screen feed.
| 1. Feedback popup in Overlay | 2. Collect feedback | 3. Thank you message |
|---|---|---|
 |
 |
 |
1. Feedback popup¶
The Thank you for shopping with us text normally shows some key information about the latest purchase and is customizable to some extent. For now, the configuration is done by Lobyco during the configuration of the Customer Feedback product for each customer.
The customer selects a smiley-based rating from 1 (left icon) to 5 (right icon). For now, the smileys are built into the whitelabel app and are not customizable (e.g., stars or numbers).
2. Collect feedback¶
Customer selects from a list of predefined options (areas) for their rating. This is configurable by retailers from the Admin Portal.
An optional comment can be inserted by the user in order to provide context and more details.
Ratings and input are submitted. If a rating is started but not submitted, in-progress feedback is captured daily.
3. Thank You Message¶
A personalized thank-you is shown based on the given feedback and selected areas, potentially linking to resources like FAQs or Terms and Conditions.
Admin Portal configurations¶
Feedback areas and text cand be configured in the Admin Portal.
- Predefined options for each rating level.
- Thank-you messages tailored to the predefined options and ratings.
Reporting¶
Feedback data is consolidated and made accessible in a Power BI report. The data can also be exported via deltasharing protocol, as with all the data stored by Lobyco.