Results and follow-up
Read feedback with honest numbers, get alerts for low scores, follow up and tell the visitor what you did.
Agoo is in early access. This page describes the feature as it ships to early-access organisations; screens are illustrative.
Console → Feedback shows what visitors told you, and Reports shows it beside your visits and bookings for the same period. Home shows the last seven days' score and who's waiting for a call back.
Read the results
- Every number shows its n. "4.3 out of 5, from 312 answers, give or take 0.1", never a bare average. The share who answered is shown against how many were asked, by channel.
- The spread, not just the average. How many chose each face, and the tags people picked most.
- Invited and poster answers apart, because people who scan a poster are a different group from people asked after every visit.
- No arrows inside the margin of error. A change from the period before is marked only when it's larger than chance would explain.
- By site, visitor type, channel and counter, and every answer in All answers, with its comment, site, visitor type and date. The visitor's name shows only if it isn't an anonymous survey, or they left it for a reply.
Filter by period, site, survey and how the answer came in. There are no staff rankings: feedback is about a visit, not a person.
With AI (P9), themes will group comments by what they're about and a monthly summary will be written, from Growth, using AI credits.
Low scores
An answer at or below the survey's low mark waits in Feedback → Follow-up (from Starter), and people are told by their own notification choices. In Settings → Feedback you choose who:
- Owners and Admins (the default), or, from Growth, each site's admins;
- from Growth, the host too, if hosts may see feedback about their own visits.
On Free, Owners and Admins get an email alert.
Follow up
Open the answer from the alert, the bell or Feedback → Follow-up. If the visitor asked to be contacted, how to reach them is shown. Choose I'll take it so your colleagues know, then call or write to them.
Note what you did
Add a note and set the status: To call back, Called back, Resolved or No action needed. Everything done is kept with the answer.
Tell them, if they asked
If the visitor asked for a reply, send it from the answer. It goes in your organisation's name on the channel they answered on. Keep it to what they told you: no offers or promotions.
Hosts
From Growth, you can let hosts see feedback about their own visits, and only theirs, in Feedback. It's off by default.
Exports and connections
Answers export to CSV, Excel and PDF from Feedback → Export, with the list's filters, and are in your organisation's full export. Feedback webhooks (from Growth) and the full API (from Pro) arrive with the API in P9.
Privacy
Feedback answers and the record that someone was asked have their own periods in Data and privacy, and are deleted when they end. Erasing a visitor removes their comment, contact and anything tying their answers to them; the rating and tags stay in your totals. Visitors are told what's collected and why on the survey page, and the comment box reminds them not to share anyone else's details.