Setting up the customer experience evaluation:

This feature is available in the ''ultimate'' plan. To activate it contact a member of our team. It is accessible only for the ''owner'' role.

(1) Click Settings → General and enable Customer Experience Rating.

(2) Set the desired evaluation parameters.

  • Classes evaluationWhen a member has completed a class and his attendance is marked as 'yes', he will be asked to evaluate their last class on the mobile application.

  • Business evaluation: Following the member’s first class and once every 3 months, they will be asked to share their opinion on their general experience

  • Connect your platform with your Google business account: Your Google reviews will be integrated into your platform. You will be able to follow the evolution of the number of reviews and respond directly to your customers on Google from FLiiP.


 

 

Dashboard

Under the Promotion Tab → Customer Experience

You will have access to 4 tabs.

Overview Tab:

The Reviews on FLiiP table represents your business's quarterly demand-generated general experience reviews sent to your customers through the mobile app.

The Customer Experience table represents the monthly total of the status of customers who left a review as well as the response rate to your review request.

  • Promoters: Customers with an excellent experience, 5 stars

  • Passives: Customers with a good experience that could be improved, 4 stars.

  • Detractors: Customers with an unsatisfactory experience, 3 stars and below.

The Google Reviews graph will show you the growth in the number of Google reviews after integrating the customer experience feature with FLiiP (blue) versus before (grey).

The Operations table will show you which customers have given a negative rating (3 stars or less) to the business or a class, allowing you to react quickly if necessary. Don't forget to activate the automatic email allowing you to be alerted by email as soon as a customer shares a negative opinion.

To activate it → Communication → Automation list → Internal → At Risk Client.

Client Trends will show you customers with a decreasing satisfaction trend in the last 30 days. If, for example, a customer is used to rating your business 5 stars and then gives several lower than usual ratings, they will appear here.

Staff Trends will show you which employees are trending down in customer satisfaction in the last 30 days. If, for example, an employee has a usual average of 5 stars and then receives several lower ratings than usual, they will appear here.

The Latest reviews Table will show you the most recent reviews from your customers for either a course or the business.

Business Reviews tab:

The reviews on the general appreciation of the business are sent on the mobile application following the first class and then once every 3 months. The member has the option of:

1. Ignoring the pop up; they will not be notified for another 3 months..

2. Rating from 1 to 5 stars. Depending on the answer, they will be shown options of improvement points, or what they appreciate. These answers will appear in the dashboard

The Reviews on FLiiP graph represents your business's quarterly demand-generated general experience reviews sent to your customers through the mobile app.

The Areas of Improvement/ Areas of Excellence tables represent the customers’ reviews of the business.

The Latest Reviews table will show you the most recent reviews from your customers and give you the option to respond to them live. *The language of the script in the pre-filled email is determined by the language chosen by the customer in their mobile application.

 

It is also possible to manually modify a review if, for example, after contacting a customer who left a 1 star rating, they assure you that it was an error. 

Action button (…) Modify → Choose the desired number of stars then save. A note indicating there was a manual adjustment will display.

Classes Reviews Tab :

The Classes Reviews table represents customer reviews of their class experience. The request for evaluation of a course is sent if:

- The member registered for a class in the last 7 days and their attendance was set to ''yes''.

- They have not already completed a review during the day (max 1 review per day)

- They haven’t clicked the 'Ignore for now' button.

- They have not already given their opinion for the same course with the same trainer in the last 7 days.

Example: On Sunday, Audrey reserves her classes for Monday, Wednesday, Thursday and Friday. The following Saturday she opens her mobile, and receives a pop up asking her to rate her Friday Class. If she reopens on Sunday, she will be asked to evaluate the Thursday class only  if it was not the same class with the same trainer she rated from Friday.

 

 

They will have the option to select aspects to improve or aspects they appreciate and leave a written comment.

The Areas of Improvement / Areas of Excellence tables represent the responses of customers following their evaluation of a class.

The Latest Reviews table will show you the most recent reviews from your customers and give you the option to respond to them live. *The language of the script in the pre-filled email is determined by the language chosen by the customer in their mobile application.

It is also possible to manually modify a review if, for example, after contacting a customer who left 1 star, he assures you that it was an error. 

Action button (…) Modify → Choose the desired number of stars then save. A note indicating there was a manual adjustment will display.

 

Google reviews tab

Once logged into your Google Business account, you will have access to this tab. Following 2 consecutive positive 5-star reviews, the customer will receive an automated email or SMS the next day thanking them for their positive feedback and offering to share their experience on Google. The email is customizable, Communication → Marketing → Google Reviews.

The message will include a link directing them to your Google business page to leave a review. Once they click the link, we consider that the review has been written and the customer will no longer receive the email. However, if the customer does not click the link, we consider that they have not left a review and they will receive the email again in 4 months, again, following 2 consecutive positive reviews.

 

The Google Reviews charts present the growth in the number of Google reviews after integrating customer experience with FLiiP (blue) versus before (grey).

Google Reviews

In order to increase the number of Google reviews and your visibility at the same time, here is what we suggest.

 

  • First, associate your client's name with the google review. This is a necessary manual action to prevent a customer who has already made a notice from receiving an email asking him to make another one. (Google does not currently know which email is used to leave a review, so it cannot be linked with the FLiiP user automatically)

 



  • You will then be able to respond directly to reviews from FLiiP, you will have the choice to respond on google directly or by email.