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How to drive feedback via email
How to drive feedback via email

Here's how to set up triggered emails to generate feedback from the guests that have recently visited your venues.

Georgina Doyle avatar
Written by Georgina Doyle
Updated over a week ago

We have some really powerful integrations with booking, WiFi and Order & Pay platforms that pull your guest details into your database. This could be booking seated date, WiFi interaction date or EPOS interaction date. This means that you can trigger emails to your customers after their visit to collect feedback. Take a look at our available integrations here.

The emails to collect feedback are all set up in a very similar way, head to “Date Triggers” and select “create email”.

Tip - always create your email in the regular email builder first, this support article shows you how!

Booking seated date trigger

Click on "load a previously saved email" and select your feedback email.

  1. Select a send time. Your email will go to any matching customers each day at this time.

  2. Select 1 day post (you can set this to a longer time period if you prefer).

  3. Select Booking seated date from the dropdown menu.

Tag your email as “Feedback journey” so that you can group all of your feedback emails together when you pull a report. Once you're happy with the setup of your email you can click "create" at the bottom of the page.

WiFi interaction trigger

Stay in Date triggers & create a new email. Go through the same process and load up your email from the “load a previously saved email” dropdown.

  1. Select a send time. Your email will go to any matching customers each day at this time.

  2. Select 1 day post (you can set this to a longer time period if you prefer).

  3. Select WiFi interaction date from the dropdown menu.

You now need to suppress your email to ensure anyone with a booking and a WiFi interaction don’t get multiple emails.

  1. Click “add simple search criteria”

  2. Select “Narrow search by suppression”

  3. Now you can exclude anyone who had a booking seated date in the last X days (this should match your booking trigger email criteria).

Click “Create date trigger flyer” at the bottom of the page, add in your tag (you should use the same tag as you’ve used for your booking email) and click create email.

Order & Pay (or any other EPOS integration) trigger

Stay in Date triggers & create a new email. Go through the same process and load up your email from the “load a previously saved email” dropdown.

  1. Select a send time. Your email will go to any matching customers each day at this time.

  2. Select 1 day post (you can set this to a longer time period if you prefer).

  3. Select WiFi interaction date from the dropdown menu.

This time you need to suppress your email to ensure anyone with a booking, WiFi interaction and EPOS interaction don’t get multiple emails.

  1. Click “add simple search criteria”

  2. Select “Narrow search by suppression”

  3. Firstly you can exclude anyone who had a booking seated date in the last X days (this should match your booking trigger email criteria).

4. Now you need to exclude anyone who had a WiFi interaction in the same time period.

Once you've selected your criteria click “Create date trigger flyer” at the bottom of the page, add in your tag (you should use the same tag as you’ve used for your booking & WiFi email) and click create email.

Optional

You could also choose to exclude customers who have previously left feedback, this could be used if you’re collecting feedback in venue or if you just want to ensure customers who have reviewed you recently aren’t asked again.

When you’re in the simple search page just add into the suppression selection anyone who has left feedback in the last X days. You can also choose the type of feedback that has been left in this section.

For example, you could exclude anyone who has left negative feedback in the last 30 days.

For more information on how date triggers can be used you can check out our support article here.

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