Ask visitors for feedback
Ask once after a visit or booking, by WhatsApp, SMS or email, or from a feedback poster, with questions built in the form builder.
Agoo is in early access. This page describes the feature as it ships to early-access organisations; screens are illustrative.
You set up a survey in Console → Feedback → Surveys: what to ask, when, and whom. Owners and Admins make and change surveys.
Start from a template
Choose New survey and pick a template: After a visit, After a booking, Client service charter, or one made for your kind of organisation (offices, banks, hospitals, churches, schools, hotels, co-working spaces, estates and factories). The one for your kind is suggested first. Every survey starts with one main rating (five labelled faces by default), up to eight tags for what stood out ("Warm welcome", "Quick check-in", "Kept waiting") and, in most templates, an optional comment. The hospital, church and school templates leave out free text and anything about health or named children, by design.
Change the questions
Questions come from the form builder, with drag and drop and a preview. Free asks the template's questions; Starter adds up to 3 of your own; Growth and above (or the Advanced feedback add-on) add as many as you like, conditions, and the stars, 0 to 10 and effort scales. Keep it short: the survey page tells visitors how long it takes. Each publish is a new version, and every answer keeps the version it was given on.
Choose when to ask
From Starter, ask after check-out, after bookings, or both, for the sites and visitor types you pick. Deliveries and contractors are left out unless you add them, and so are your own staff and visits shorter than two minutes. Choose how long after (an hour by default, and never in quiet hours), a share of visits chosen at random if you want fewer messages, and, from Growth, one reminder two days on.
Set what counts as low
Choose the rating at or below which an answer waits to be followed up and the right people are told (see Results and follow-up). You can make answers anonymous, and add your Google review link: it's shown at the end to everyone who answers, never only to happy ones.
Publish
The survey page shows an estimate of the messages a month like the last would send, against your plan's SMS allowance (email doesn't use it). Publish, and it asks from the next visit. Stop asking pauses it; its posters then say politely that it isn't asking.
How visitors are asked
The message goes in your organisation's name, on the channel order you set in notifications: email and SMS from Starter, and WhatsApp from Growth. It opens a short page at your organisation's Agoo address. In an email, the five ratings are links: one tap records the answer and opens the page for the rest.
- One message per visit, with one reminder at most.
- Not too often. In Settings → Feedback you choose how often the same person may be asked by you (once in 30 days by default). Across every organisation on Agoo, nobody gets more than three requests a week.
- A visitor can stop being asked, from the message or the page: by you, or by every organisation on Agoo. They stay stopped.
- The page works on any phone, without an app or an account, on a slow network, in light or dark.
Feedback posters
Make a feedback poster for a site and, if you like, a counter or a desk ("Teller 3", "Pharmacy"), from the survey's page or from Feedback → Share, or as a new code in QR codes. Download it as a PNG or PDF, or design it with your brand template. Anyone who scans it answers the same page, without giving their name unless they want a reply, when they leave a phone number or email. Poster answers are counted apart from invited ones, with the scans as their response rate. Feedback posters are tracked codes, so they keep working when you change the survey, and they never count against your tracked QR codes. One person's answers from the same phone within ten minutes count once.
The kiosk
With the kiosk apps (P5 and P6), the kiosk can ask one question after check-out, and a kiosk can run as a feedback stand all day. Presses there are anonymous and reported apart.