The Daily Standard Operating Procedure is a guide to effective feedback management in Loopon. By following it you will ensure that all feedback is handled promptly. You can use the one provided below or build your own depending on your organisation; if you are several users working with feedback management and the amount of feedback you receive.
Note: Enable both E-Mail and Online Reputation under Data Sources to see all feedback: both survey replies and online reviews
- Open the Feedback tab inside Loopon. The red symbol indicates the number of new issues
- Read all new feedback with status Unread. Start from below if you want to start with the oldest feedback.
- Reply to guest using the suggested AI reply or the reply template that best fits the feedback. Both options lets you edit/add personal comments before replying to show that you have read the feedback carefully.
- If the feedback requires further action by someone else, click Delegate to assign responsibility to a specific person (user).
- (Tag feedback with one or more categories: Complaint, Guest Idea, Praise.)
- If no further action is required, click Done to mark feedback as handled. This will remove it from the Active messages list.
- Check messages with the status Open (+ and then select the search Delegated Messages) to see all feedback awaiting action from someone else. Send a reminder?
- Click Forward to send e-mail reminder where needed, or to share the feedback with someone. Maybe there's praise or a comment that someone should be aware of.
- Use the Log button to write notes about actions taken.
Loopon's recommendation
Work towards a "zero inbox" meaning that at the end of the work day, you have replied to and managed all incoming feedback from the guest survey and online sources. This can of course be challenging depending on the size of your organisation and how many guests you have daily, but that's the recommendation. In order to make the process as efficient as possible, make sure to activate AI Replies, set up Reply Templates and Snippets and set a good routine.