Setting up the "Customer Experience"

 

 

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

(2) Set the desired evaluation parameters.

Classes Evaluation: When a member has completed a class and their attendance is marked as 'yes', they will be invited to evaluate their last class on the mobile application.

Business Evaluation: Following their first class and once every 3 months, the member will be invited 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 Promotions tab → Customer Experience, you will see 4 Tabs:

Overview Tab:

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

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

Promoters: your allies the 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 chart will show you the growth in Google reviews after doing the customer experience integration with FLiiP (blue) versus before (grey).

The Operations table will show you which customers have given a negative rating (at least 3 stars) 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 member gives a negative opinion.

To activate it → Communication → Automation list → Internal → At risk client.

Customer Satisfaction Trend will show you members with a decreasing satisfaction trend in the last 30 days. If, for example, a member is used to rating 5 stars and then gives several ratings lower than usual, it will appear here.

Employee Satisfaction Trend 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, it will appear here.

The Most Recent Ratings table will show you the most recent reviews from your members whether it's for a class or for 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. Ignore, it will not re-notify for 3 months.
2. Rate from 1 to 5 stars. Depending on the answer he will be offered options for improvement to suggest or options to mention what he appreciates. Their answers will be shared in the dashboard.

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

The Areas of improvements / Areas of excellence table represents the responses of members following their evaluation of the Company.

The Latest reviews table will show you the most recent reviews from your members and gives 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 member in their mobile application.

It is also possible to manually modify a review if, for example, after contacting a member who left 1 star, he assures you that it was an error. Action button (…) Modify → Choose the desired number of stars then save. You will have a note that there has been a manual modification.

 Classes Reviews tab:
The Classes Reviews table represents member reviews of their class experience. The request for evaluation of a class is sent if:
- The member is registered for a class in the last 7 days and that his presence is ''yes''.
- He has not already completed a review during the day (max 1 review per day)
- He hasn't already used the 'Ignore for now' button.
- He has not already given his opinion for the same class with the same trainer in the last 7 days.

Example: Sunday, Audrey reserves her classes for Monday, Wednesday, Thursday and Friday. The following Saturday she opens her application, she will be asked to rate her most recent class on Friday. If she reopens on Sunday, she will be asked to rate the Thursday class if it was not the same class with the same trainer done on Friday.

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

The Areas of improvements/Areas of excellence chart represents member responses to their rating of a class.

The Most Recent Ratings table will show you the most recent reviews from your members and gives 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 member in their mobile application.

It is also possible to manually modify a review if, for example, after contacting a member who left 1 star, he assures you that it was an error. Action button (…) Modify → Choose the desired number of stars then save. You will have a note that there has been a manual modification.

 

Google reviews tab
Once logged into your Google Business account, you will have access to this tab. Following two consecutive positive 5-star reviews, the member 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 by click on - Communication → Marketing → Google Reviews.

In this email there will be the redirect link to your Google business page to leave a review. Once the link is clicked, the review is considered to have been written and the member will no longer receive the email. However, if the member does not click the link, it is considered that he will not have made a review and he will receive the email again in 4 months, always following 2 consecutive positive reviews.

The Google Reviews charts will show you the growth in Google reviews after doing  the customer experience integration with FLiiP (blue) versus before (grey).

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

First, associate your client's name with the google review. This is a necessary manual action to prevent a member 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.