Send your feedback powered survey and contact data into your Airship account on a daily sync. Reputation provides feedback solutions that seamlessly integrate with some of hospitalities largest customers.
If you use them as your feedback provider, you can get customer and feedback data flowing directly into your Airship account!
Getting started
Getting set-up with Reputation is straight forward! You’ll need to obtain the following from Reputation.com and provide to Airships customer success team:
An reputation API key
For each survey;
Survey key
A list of fields and question IDs which will contain usable data
A list of your Location Names and (Reputation) Location IDs
Airship will request all surveys which were completed the previous day, from Reputation once per day.
What data is sent to Airship?
Reputations platform is extremely flexible, allowing you to create and define everything you ask your customers. Due to this, there is no ‘Set’ rules for what data will be sent to Airship, but for a bit of guidance on what we would recommend to be included in each survey;
Required:
Email Address or Mobile phone number
Additional fields Airship can capture:
First name
Surname
Gender
DoB
Email address
Mobile number
Email opt-in
Mobile opt-in
Feedback
NPS score
Feedback date
Visited Date (used to create PoP)
Feedback type (Positive / negative / Neutral / Unknown)
Any additional field provided in a survey will be stored as a ‘Comment’ against feedback, so it can be viewed within the airship portal.
Feedback type
Airship will define some rules to identify the overall rating of the feedback - which in turn can be used as part of segmentation and automation journeys.
If NPS score is between 9-10 - Feedback = Positive (1)
If NPS score is between 7-8 - Feedback = Neutral (2)
If NPS score is between 0-6 - Feedback = Negative (3)
If NPS is not in survey - Feedback = Unknown (4)
View your data in Airship
Once the connector is enabled, you will be able to see data flowing into your Airship account, by navigating to Folders & Groups.
To access your Contact Folders in Airship, scroll down to Contacts in the main menu and select Folders & Groups.
Contacts will be stored in groups under each relevant unit/location, and can either be;
Grouped into a single custom folder (per survey) in Airship
Dynamically allocated a group based on a survey answer (i.e. if one of the questions on the survey was ‘How did you order?’ with the options of ‘Click & Collect’ or ‘Dine in’ - This can be configured so that all customers who select ‘Click & Collect’ / ‘Dine in’ would be grouped in separate folders)
If you click into the groups, you'll see all contacts who left feedback through Reputations platform.
All contacts are also written to the 'Head office' account (under the same folder name as the Unit), so you can get a complete view of all contacts who have left feedback via Head office, or view it on a unit by unit basis.
Additionally, if you wish to view the feedback items, you can view this under View Feedback, within a customer's record:
