{"id":369,"date":"2016-01-09T00:00:56","date_gmt":"2016-01-09T00:00:56","guid":{"rendered":"http:\/\/www.k12insight.com\/kc\/?post_type=article&p=369"},"modified":"2025-10-15T21:53:46","modified_gmt":"2025-10-15T21:53:46","slug":"how-to-set-up-customer-feedback-forms","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-set-up-customer-feedback-forms\/","title":{"rendered":"How to Set Up Customer Feedback Forms"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

Collecting customer feedback allows you to learn more about how customers perceive the service you are providing via Onflo (formerly Let's Talk).<\/span>\u00a0When a Ticket is closed, a feedback form may be sent to the Customer to offer the opportunity to provide both a customer experience (Cx) score (1-10) and comment on the service received. By default, a feedback form is emailed to a Customer every time a Ticket is closed and will arrive a few minutes after the Onflo User closes the ticket.<\/span><\/p>

Customer Feedback Preferences<\/h2>

Within Customer Feedback Preferences, System Administrators can customize feedback settings for all or certain users by enabling features such as Opt-out, Delay, and Resubmit.<\/span><\/p>

  1. From Settings click on Cx Score Template under the Communication section of the left panel.<\/span><\/li>
  2. Once on the Customer Feedback Preferences page, you can enable Opt-out, Delay, and\/or Resubmit features by clicking on the toggle switch.<\/span><\/li><\/ol>
    • Opt-Out<\/b>: Allow all Users or certain types of Users to opt-out of sending a feedback form when a Ticket is closed. System Administrators can specify exactly which individuals can opt-out of sending the forms.<\/span>
      • Use the Add Exclusion option to remove the opt-out ability for certain Users.<\/span><\/li><\/ul><\/li>
      • Delay<\/b>: Set a delay of 1-24 hours following a Ticket\u2019s closure before a feedback form is sent to a Customer.<\/span><\/li>
      • Resubmit<\/b>: Provide the opportunity for feedback forms to be resubmitted for updated customer experience scores.\u00a0Only the most recent (resubmitted) score counts toward CX reporting. Resubmissions may occur if a customer\u2019s perception changes after follow-up communication or issue resolution.\u00a0<\/span><\/li><\/ul>

        Customizing the Feedback Form Email<\/h2>

        To customize the Customer Feedback Form itself, scroll down to the bottom half of the page.<\/span><\/p>

        • Edit the feedback form\u2019s Subject Line, Header and Message.<\/span><\/li>
        • Note that providing a Message helps to clarify the 1-10 scale and the nature of the feedback you\u2019re seeking from your Customers.<\/span><\/li>
        • If other languages are active on your district\u2019s Onflo page, you will also need to translate your message for those additional languages. You will find a dropdown in the upper right-hand corner of the Customer Feedback Form Email section. Select a language from the dropdown and customize the message for Onflo customers across your district.<\/span><\/li><\/ul>

          Once you have edited your Customer Feedback Preferences and Customer Feedback Form Email, click the Save<\/strong> button found in the top right-hand corner of the page.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

          Collecting customer feedback allows you to learn more about how customers perceive the service you are providing via Onflo (formerly Let's Talk).\u00a0When a Ticket is closed, a feedback form may be sent to the Customer to offer the opportunity to provide both a customer experience (Cx) score (1-10) and comment on the service received. By...<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-369","post","type-post","status-publish","format-video","hentry","category-how-to-articles","tag-communications","tag-customer-service","post_format-post-format-video"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/369","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=369"}],"version-history":[{"count":23,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/369\/revisions"}],"predecessor-version":[{"id":14437,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/369\/revisions\/14437"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=369"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=369"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}