Send Your First Feedback Request!

At the heart of a feedback request are the templates. Templates contain all of the information required to send out a feedback request. Templates hold the text sent out with the request email as well as the traffic light questions. They also contain the logo that appears at the top of the feedback request as well as which members of your team are notified when a customer clicks on one of the traffic lights.

So, to send out your first request you’ll need to add a template:

Add Template

1. Login to Traffic Light Feedback by going here: http://www.trafficlightfeedback.co.uk/login
2. Once logged in, click the "Templates" link in the top menu
3. Click "New Template" in the right hand column
4. The "Template Details" section of the new template form, containing the "Name" and "Description" fields, is for internal use. Its information about the new template for your eyes only. It lets you keep track of your templates by naming them.
5. The "Email" section of the new template form contains the fields for the request email that is sent to your customers. The "Email Subject", "Email Body" and "Email Footer" should contain text that instructs your customer to complete the traffic light feedback questionnaire.
6. The "Header" section of the new template form is for your company logo and text that appears before the traffic light questions. This text is presented to your customers right before they press the traffic light button.
7. Ok, now it’s time for the traffic light questions – the heart of Traffic Light Feedback. Each question has three parts to it: "Question Text", the "Response Text" and the "Notified Users". The question text is what you’d be asking the customer for each of the lights. E.g. for the RED light it would be something like "I have some urgent issues with your product or service". The response text is displayed if the customer clicks on the traffic light, a good example of what to enter here for the RED traffic light would be "Thank you, a member of our team will contact you right away". The notified users section of each traffic light allows you to specify which users are notified by email when a customer clicks on the respective traffic light. By the way, users are managed in the "Users" section in the top menu.
8. The "Footer" section of the new template is for any text that you want to appear after the traffic light questions.
9. Click "Save" to add your new template to the system.

Manage Customers

Now that we have our first template added to the system, it’s time to add some customers so that we can send the traffic light feedback request to them. Customers are grouped into "Customer Lists" and the process for managing your customers is:

1. To add your first customer list click "Customers" in the top menu
2. Click "New Customer List" in the right hand menu
3. The "Name" and "Description" fields are for your eyes only and are a way of naming and describing your customer list(s). So, as an example, an ideal name would be "Standard Customer Accounts" and a description would be "A list of standard account customers". Leave the "Is active" checkbox checked.
4. Click "Save" to add your new customer list.
5. Click "Manage Customers" on your newly created customer list. This is where we add our customers to the system.
6. Click "New Customer" in the right hand menu.
7. On the new customer form there is a set of fields to describe each customer. The "Email" field is the most important one. Make sure that the email address for this customer is correct. The next fields is "Reference", this is an arbitrary reference given to this customer – it’s for your reference only and is not used by Traffic Light Feedback. "Company Name", "Title", "First Name", "Last Name" and "Telephone" are then entered. Telephone is optional but it’s always a good idea to have this within Traffic Light Feedback to reference if this customer submits Amber or Red feedback. Leave the "Is active" checkbox checked.
8. Click "Save" to add the new customer. Just repeat this process to add more customers to your customer list.

Now that we have our first template and customer list (with customers in it) it’s time to merge the two together and sent it out! Exciting!

Setting up your first feedback request

1. Click "Requests" in the top menu.
2. Click "New Feedback Request" in the right hand menu.
3. The "Feedback Request Details", consisting of "Name" and "Description" are for your eyes only and are to give this feedback request a name.
4. Next select your template and the customer list from the respective lists in the "Link To" section of the form.
5. If you’d like to send the request automatically, say, once a month check the checkbox for "Send Automatically?". For this example we leave it unchecked.
6. Click "Save" to add your new feedback request.
7. Ok, it’s the best part – time to send! Click "Send" next to your new feedback request to send your request to the customer list. Now it’s time to wait for the results to appear on the dashboard! By the way, to access the dashboard – click on "Dashboard" in the top menu.