FREQUENTLY ASKED QUESTIONS (FAQs)

SIGNING UP

Contact us by email to contact@tapfeedback.id and we will get back to you with the quotation. Once we have agreed on the terms and pricing, we will create your user account and send you the credential so you can login to the dashboard.

THE PROCESS

  • Go to ‘Manage Survey’
  • Choose ‘Create Survey’ and follow the steps to create your survey and design your questionnaire. You can utilize our Customer Satisfaction Survey template or you can design your own set of questions according to your personal needs.
  • Send your survey by choosing ‘Send Survey’ and follow the steps including choosing the questionnaire, create personalized message, and add customer details to which the survey will be sent to.

We develop the template based on the most popular questions and our experience to help companies in getting the best insight for customer satisfaction.

It is comprised of 5 questions, including 3 fixed questions and 2 custom questions. The fixed questions are what we called “Satisfaction Question” where it is designed to capture 2 levels of satisfaction score (overall and by attributes) and identify what is the driver of the satisfaction.

You can change the other 2 questions based on your personal needs, including the type of question.

Based on industry best practice and our experience, 5 questions (or approximately 1 minute) survey is the optimal duration for customer to conveniently self-fill a survey.

Accordion Content

On-site survey is usually for hospitality industry such as restaurant, salon, gym, or other beauty/wellness center where customers experience the service on location and their feedback can be collected at the same time & place.

Mail survey is where the survey will be sent personally to each customer’s email. Usually for companies who already have their own customer database.

  • Go to ‘Manage Survey’
  • Choose ‘Create Survey’ and follow the steps to create your survey and design your questionnaire.
  • Choose ‘Send Survey’ and choose the questionnaire set, create message, and enter the email address where the survey will be opened on each location.
  • Your on-site staff should open the email and present the survey to your customers.
  • Each time your customer is done filling the survey, the link will be redirected to the opening page and ready to be filled by the next customer.
  • Go to ‘Manage Survey’
  • Choose ‘Create Survey’ and follow the steps to create your survey and design your questionnaire.
  • Choose ‘Send Survey’ and choose the questionnaire set, create message, and enter your customer details including name and email which it will be sent to each of your customers.

On Mail mode, on the ‘Add Customer’ section in ‘Send Survey’, you will see the ‘Customer Segment’ field. It is designed to create groupings for your customer so you can better analyze them.

You can group your customers based on size (small/medium/big), location, or other factors, or if you choose not to group them you can just fill ‘all customers’ in the ‘Customer Segment’ field.

  • Go to ‘Manage Survey’
  • Choose ‘View On-going Survey’. Select the filters and you see the results of which customer has completed the survey and which customer has not completed it yet. You can opt to re-send the survey to your customer.

THE RESULT

For Customer Satisfaction Survey, you see the result in the sections: Score Analysis, Benchmarking Analysis, Other Analysis, and Rank Analysis.

For Customized Survey, you can see the result in Other Analysis.

In this section, you can see the result on the “Satisfaction Question” which is the 3 fixed question on customer satisfaction. To see the result, you must first determine the filters:

  • Choose Survey Name
  • Choose Survey Period
  • Choose Branch (for On-site) or Customer Segment (for Mail)

This section will help you to compare scores for the first two questions on “Satisfaction Question” based on time (Survey Period) or based on Branch (for On-site) and Customer Segment (for Mail). To compare scores based on time, you must first determine the filters:

  • Choose Survey Name
  • Choose the basis for comparison: Survey Period or Branch/Customer Segment
  • Choose the desired period, branch, or customer segment to be compared.

In this section you will see the result and analysis for the customized questions in a Customer Satisfaction Survey, or all of the results and analysis for all questions in a Customized Survey. To see the analysis, you must first determine the filters:

  • Choose Survey Name
  • Choose Survey Period
  • Choose Branch (for On-site) or Customer Segment (for Mail)

This section will help you to rank the score for the first question on the “Satisfaction Question” based on Branch (for On-site) and Customer Segment (for Mail) in a specific period. To compare scores based on time, you must first determine the filters:

  • Choose Survey Name
  • Choose Survey Period
  • Choose how you want it to be ranked: ascending or descending

In this section you can view the individual result for each customers. You can search for certain customer by selecting the filter, and you can download the data to see the result for each customer.

MY ACCOUNT

  • Go to the Login Page and click “Forgot Password” 
  • Type your email already registered
  • Check your email and click Password Reset link in your email. You can create a new password for access and login to your account.

PRICING PLAN

We customize the pricing plan based on each client. Please drop us an email to contact@tapfeedback.id and let us know your needs and situation for further quotation.

Yes, we are offering you a free 7-days trial where you will be given 1 user account, 100 survey responses, and access to all of the features.

Close Menu