Why do I get Poor Feedback Alerts from my Customer Satisfaction and Product Quality questions, and when a customer Passive?

Poor Feedback Alerts trigger based on Detractor responses (i.e. "Not Sure", "Unlikely", or Very Unlikely" or 0-6) to your Net Promoter Score question.  However, you can configure this alert to trigger on your other Customer Experience (CX) questions - Product Quality and Customer Satisfaction - too.  You can also set it to trigger based on Passive responses (i.e. only "Satisfied or 7-8).

If you've received a Poor Feedback Alert that wasn't a Detractor to your Net Promoter Score question, your Alert is configured with these additional options.  To check your Alert configuration, click your username, then Settings.  If you have more than one location, click the location in question, then click Alerts & Notifications.  Now, click the edit icon next to the Poor Feedback Alert.  You'll see 2 options selected as shown below.  Simply uncheck the option you do not want, and click Save Changes when done.

• Related Articles

• Why did I receive a false Poor Feedback Alert?

  If your customer's response was not a Detractor (or Passive, if your alert is configured to trigger on these responses too), yet you received a Poor Feedback Alert, this false alert is due to the fact that your customer changed their survey reponse.  ...

• Save Your Reports in Feedback by Filter

  Sometimes you need to see things in a different light to fully grasp what you’re looking at. Understanding how your customers feel about working with your business is easy with LoyaltyLoop. One of the great features of the Promoter and Premier plans ...

• Setting and managing email alerts

  There are several email alerts generated by LoyaltyLoop to keep you, and your team, informed and in position to respond to the various feedback coming from your customers.  To view and set your alerts, follow these steps. Steps: Sign into ...

• Understanding Passive responses to the Net Promoter Score question

  The NPS metric, like all standardized metrics, is calculated using a specific formula (NPS = %Promoters - %Detractors). You can see the formula by clicking here. This formula was developed after years of research by Bain & Company and Fred Reichheld, ...

• How to create advance reports by using feedback by filter

  The Feedback By Filter page allows you to create custom reports to view satisfaction and loyalty results in advanced ways that help you identify areas to improve. The reports allow you to view response results grouped and summarized by one of the ...