The Feedback tab is the most central and important part of Loopon. This is where you read and manage all incoming feedback in order to increase your guest satisfaction. It is an easy way to convert detractors to promoters by confirming that you have read their feedback and welcoming them back.
This tab lets you keep track of new feedback, respond to guests and share and delegate feedback to your co-workers.
Page Overview
Before going into the different actions you can perform on the Feedback tab, we will show you an overview of the different parts of this page.
- List of issues: This part of the page contains all your feedback issues matching the current active search. Click a row to select feedback. By default, Loopon displays 'All Active Messages' every time you log in meaning new ('Unread') messages, and also the ones marked as 'open'.
- Issue content: The lower part of the page shows all content associated to the selected issue.
- Guest history: To the left of the issue content you can see if the guest has stayed before at the hotel and any previous feedback from the guest.
- Searches: To the right of the page you can see which search is currently active, select one of the common or saved searches, define your own search and look up keywords.
Reading Feedback
Before digging in to the list of new Unread issues (that is what the blue dot shows), let us explain what you can tell from this preview:
- Guest name and email
- NPS category that the guest belongs to
- Status of issue
- Hotel name
- Check-in and Check-out date
- Room number
Action Buttons
Next to the list of feedback you will find action buttons. These are used to reply to guests, forward and delegate feedback, log actions and print feedback. Each button is explained in greater detail below:
1. Reply to Feedback (Reply Button)
To answer directly to a guest (both online reviews and guest survey feedback) you simply click on the Reply button. A box will then appear under the selected issue. By using the drop down menu Template you can select a reply template to use.
* If your hotel is using AI (Loopon Automated Replies) the suggested reply will be showing directly when clicking on an issue and then you simply scroll down to read the feedback.
1. Whether you are using AI (Automated Replies) or have set up reply templates to speed up the process, you always have the change to edit the message before sending it. When you are done writing your answer, click 'Reply' to send it and mark the issue as 'Done'.
2. We recommend that you respond to every guest and personalise the answer according to what the guest has written.
Exception: It is not possible to reply to guests that has answered the questionnaire anonymously.
2. Delegate Feedback to a Colleague (Delegate Button)
If you want a co-worker to take over the responsibility for a feedback issue, you can use the Delegate button. Click on it and select the person you want to delegate the issue to, write a message and click Delegate to send it. You can delegate to all Loopon users on your hotel and Loopon users on chain level.
After delegating an issue to a co-worker, the recipient will receive an email notifying him or her about the new issue delegation. Read about how you add a user to Loopon here.
3. Forward Feedback to a Colleague (Forward Button)
You can forward feedback by email to your co-workers to share praise or complaints from the guests by clicking the Forward button. We will illustrate how you can use this function with an example.
Say that you have received a complaint from a guest and wants to check with your manager what kind of compensation you can offer the guest. Start by clicking the Forward button and perform the following steps:
Under Forward Settings you can:
- Fill in your managers email address and a message to send.
- Enable Allow receiver to change status of issue to include a Mark as Done link included in the e-mail, which will mark the issue as done if the receiver clicks it (maybe the manager took care of the issue immediately).
- If you do not want all parts of the feedback forwarded, you can click on Deselect all 2 at the bottom of the window and then select which part of the feedback you want to forward under Guest Feedback.
Finally press Forward to send the message.
4. Print Feedback (Print button)
You can print a feedback issue along with all the emails and comments connected to it by clicking the Print button.
5. Log Internal Messages (Log Button)
If you want to log an event connected to an issue, you can simply use the Log button.
If you for example want to call a guest and apologise for an inconvenience, you click Log, write down a note about the call and press Log to save it.
Issue status
In order to keep track of your feedback handling, you need to give the feedback the correct status under Issue Status. You will find this field under the Action buttons. Changing the status of an issue will determine whether or not it will show up in the All Active Messages or others:
Unread: is the category assigned to every new issue. The feedback will remain Unread until you actively change its status. As soon as new events occur on a certain feedback (for example a co-worker answering to a forward, or a guest answering to a reply) the Feedback will be marked as unread again so that it's not missed.
Open: is for issues that are still open but not delegated. Mark it as opn if you're waiting for a reply from a customer (as an example).
Delegated: An issue will automatically get status Delegated when you have delegated an issue to a co-worker.
Done: when you have read and acted upon a feedback and no further actions are required. The issue will be set to Unread again if the guest answers your email or if a colleague that you forwarded to answers your email. Discarded is used for issues that need no action.
Note: A feedback will never change status from Unread, this has to be done manually.
Modify status of multiple issues
In order to select multiple issues at the same time and mark them as Done or Unread: click on the first one you want to select, press and hold Shift on your keyboard, and select the last one of the group you intend to act upon.
Once this is done a pop up window will appear so that you can confirm your action.
Categories
Under Issue status you find the Categories field. You can categorise the issues into Complaint, Guest Idea or Praise. Categorising feedback is useful if you want to download a list of, for example, all the guest ideas of last year. If you wish to add new categories or change the existing ones, please contact support@loopon.com
Feedback History
When selecting an issue you can easily follow all events which are associated with that issue in the History box below the Issue Categories. All issue events are logged, and specifically Forwarded messages, Replies from the hotel, Replies from the guest, and Logs are highlighted so that you can click on them and immediately jump to the selected event.
Common Searches
Common searches in Loopon allows you to easily filter the feedback that you're looking at based on issue status. There are six different filters on the feedback tab:
All Messages displays all feedback (choose this to see historical data and feedback)
All Unread Messages displays all feedback with issue status Unread.
All Active Messages displays all feedback with issue status Unread, Open and Delegated.
My Active Messages displays all feedback with issue status Unread and Open that has been delegated to me (the user account I'm currently logged in to).
Delegated Messages displays all feedback with issue status Delegated
All Recent Messages displays all feedback for the last 30 days.
Apart from seeing the Common Searches on the left-hand side above the feedback issues, you can also find them on the right hand side by clicking on the Filter icon. This will open a panel with Common Searches and other search functions where you can add filters to perform custom searches, such as: searching for specific words, room numbers, guest names in the field Text Search or filter on feedback with specific check-out dates by using Checkout Date. See examples and instructions for some of the most useful searches here.
Download Raw Data
You can download an Excel list with all the raw data of the feedback you are currently displaying. Simply click the button Download to Excel (see image above) at the bottom right corner to download the raw data.
Note: If you want to download a more easily readable report containing only the text feedback, use the Text Report feature.