If a guest accidentally submits an incorrect score, you can request an adjustment by contacting Loopon Support. Every request must include clear written confirmation from the guest that they want their score changed, specifying the correct score.
At Loopon, we value reliable data that accurately reflects guests’ experiences. Score adjustments are therefore reviewed carefully and only made when supported by sufficient evidence.
When can a score be changed?
A score can be adjusted if the guest confirms in writing that they made a mistake when submitting their feedback, for example by selecting the wrong number or misunderstanding the rating scale.
The guest’s written confirmation must clearly state:
- Which feedback or rating they are referring to.
- That they want their submitted score changed.
- The exact score they want to replace it with.
For example: “I accidentally selected 6 out of 10 in my feedback. I would like to change my score to 9 out of 10.”
Assumptions, interpretations or verbal conversations alone are not sufficient. Positive comments alongside a low score do not prove that the score is incorrect. An internal note from an employee saying that the guest intended a different score is also insufficient without written confirmation from the guest.
How to request a score adjustment
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Gather the required information:
- A full screenshot of the guest’s feedback from the Feedback Tab in Loopon.
- The guest’s written confirmation, such as an email, clearly requesting the change and specifying the correct score.
- The property name and enough information to match the confirmation to the correct feedback.
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Check the request before submitting:
- Make sure the screenshot and written confirmation refer to the same guest and feedback.
- Confirm that the requested replacement score matches the guest’s written instructions.
- Include the relevant correspondence with enough context for Loopon Support to assess the request.
The person submitting the request is responsible for ensuring that the information is accurate, complete and supported by the guest’s written confirmation.
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Contact Loopon Support:
- Email support@loopon.com with the subject “Request for score adjustment”.
- Attach the screenshot and the guest’s written confirmation.
- Briefly explain the mistake and state the original score and requested replacement score.
Why accurate requests matter
A score adjustment affects more than an individual feedback entry. Depending on the question and where its results are used, it can affect:
- NPS or other aggregated scores.
- Dashboards, reports and performance trends.
- Comparisons between periods, properties, departments or benchmark groups.
- Insights and decisions based on those results.
Even a single adjustment can noticeably affect results when the number of responses is small. Clear documentation helps preserve trustworthy data and meaningful comparisons.
Important notes
- Scores cannot be changed simply because they are unexpected, unfavourable or appear inconsistent with the written feedback.
- Each request is manually reviewed by Loopon Support. Submitting a request does not guarantee approval.
- Requests with missing, unclear or contradictory information will require clarification before an adjustment can be considered.
- If multiple score adjustments are needed, submit a separate request with supporting documentation for each feedback entry.