Feedback report: what clients said after their visit
Shows how many clients were asked for feedback and answered, how each question was answered, average ratings, Net Promoter Score and the latest responses.
Reports → Feedback shows what clients told you in your feedback forms: how many were asked and how many answered, how each question was answered, and the latest responses, each one ready to open. It needs "See clients’ feedback" (owners and managers to start with).
Choosing what the Feedback report covers
Open Reports and choose Feedback. Then narrow it down:
- The dates, as for the Overview and most other reports (choosing the dates). Feedback counts by when it was first asked for, so Answered is always out of the same forms as Asked. Like the other reports, it covers a year at most: a longer custom range says "Reports cover up to a year at a time. Pick a shorter range."
- All feedback forms, or one form. Archived forms are in the list, marked "(archived)".
- Everyone’s visits, or one team member's: feedback about visits they were on. This choice is only for people with "Book and change other team members’ appointments". Everyone else sees feedback about their own appointments only, and the report says so at the top.
- Only answers to check: the list of responses shows only those with flagged answers. The figures above it don't change.
Asked, answered and to check on the Feedback report
| Figure | What it is |
|---|---|
| Asked | Feedback forms first sent in the dates, by the After the visit message or by hand. Sending one again doesn't move it to a later day. One never sent counts when it was filled in (handed over on the salon's tablet, say), and one never sent or filled in isn't counted. Withdrawn ones don't count. |
| Answered | How many of those were sent in, and their share of those asked |
| To check | How many of those sent in have flagged answers |
A feedback form can be answered until its link closes (14 days to start with), so for recent dates Answered can still go up.
How each feedback question was answered
Choose one form to see a card for each of its Yes / No, Single choice, Checkboxes and Rating questions, as the form is now. Each card says how many answered it and counts every answer, with a bar to compare them; ratings are listed best first. With All feedback forms chosen, it says "Choose a form to see how each of its questions was answered."
- Ratings show their average, to one decimal place: "4.6 average".
- 0 to 10 questions show their Net Promoter Score too: "NPS +40".
- Checkboxes count every box ticked, so they can add up to more than the answers.
- Typed answers, dates and photos aren't added up: open a response to read them.
If you've changed a question's kind or scale since clients answered it (stars to 0 to 10, say), those earlier answers aren't mixed in: the card says how many "aren’t counted here".
How the Net Promoter Score is worked out
The Net Promoter Score (NPS) on the Feedback report is for each 0 to 10 question. Of the clients who answered it in the dates:
- Take the share who gave 9 or 10.
- Take away the share who gave 0 to 6.
- Round it to a whole number.
Clients who gave 7 or 8 count in the total but on neither side. The score runs from -100 (everyone gave 0 to 6) to +100 (everyone gave 9 or 10). For example, with 10 answers, where 6 gave 9 or 10, 3 gave 7 or 8 and 1 gave 5: 60% less 10% is an NPS of +50.
Star ratings have no NPS, only their average.
The latest feedback responses
Under the figures, every feedback form sent in during the dates, newest first. Each shows when it was sent in, the client, the form's first rating (as stars, or "8 out of 10"), the form, the visit and who it was with ("Visit 12 Oct with Mia"), and how many answers to check. Tap one to open the answers (reading a filled-in form).
The list shows the latest 200: for a busy period it says "Showing the latest 200. Choose a shorter period to see the rest." The Feedback report has no spreadsheet download.
Who can see the Feedback report
The Feedback tab needs "See clients’ feedback (feedback forms sent in, and alerts about them)". Owners and managers have it to start with, and staff don't (roles and permissions).
- Someone with it who can't see the whole salon's reports still gets Reports in the menu, with Feedback (and My performance, if they have it).
- On a shared device set to Front desk, the Feedback tab shows a lock and asks for the person's password first (reports on a Front desk device).
Common questions
Why isn't there a Feedback tab in my Reports?
You need "See clients’ feedback". Ask the salon's owner or a manager to turn it on for you in Settings → Team & roster.
Why does it say "No feedback forms yet"?
You haven't made a feedback form. Make one in Settings → Forms, under After the visit (asking for feedback).
Why have fewer people answered a question than answered the form?
Questions that aren't required can be skipped, and a follow-up question only shows for some answers. Answers to an earlier version of the question aren't counted either.
Why don't I see feedback sent from a client's profile when I pick a team member?
Feedback sent from a client's profile isn't about an appointment, so it isn't anyone's visit. It's counted under Everyone’s visits.
Why is the score different from last month's?
Each period counts only feedback asked for in those dates. A small number of answers can move a score a long way: check how many answered on the card.