Use the "Net Reviews" elements in your Skeepers survey

Add to your campaign all the elements that will allow you to publish your brand and establishment reviews with Net Reviews

Prerequisite

• Have a contract with Skeepers CX (Feedback Management) and Skeepers Rating & Reviews. Opening a contract will give you access to these elements.
• Respect the AFNOR standard concerning the publication of online reviews. To do this, you commit to sending the campaign to all your customers or to a representative sample.
• The invitation email and the survey must not influence the rating and must not offer compensation for the publication of the review 
• Each solicitation must be linked to a purchasing experience (commercial transaction or reference to an event)  

You use the Skeepers CX solution to collect customer satisfaction and other information about the stages of your customer journey. The Net Reviews solution offers you the possibility to moderate and publish these reviews on your website or on Google.  

Create the Verified Reviews segment

The segment allows you to attach contextual data (attributes) to a feedback.

• To learn more about segments see this article.
• To learn more about attributes see this article.

Your segment must contain all the information required to publish a feedback. Here is the list of required attributes: 

• Respondent email - in our example "email"
• Respondent's last name - in our example "lastname"
• The respondent's first name - in our example "firstname"
• An identifier of the event for which the respondent is being asked (order number, purchase reference, etc.) - in our example "order_id".
• A country code (provided by your Skeepers Rating & Reviews referrer) - in our example "country_code"
• The date of purchase/order/subscription (date format required) - in our example "order_date"
• The date of the solicitation/sending of the email or SMS (date format required) - in our example "solicitation_date"

Here is the list of optional attributes:

• The agency/shop/outlet identifier - only if you want to differentiate the notices by location
• Product ID (product reference) - only if you also collect notifications for the publication of product notifications
• If your campaign has other objectives in parallel (qualitative and quantitative analysis), you can add other business attributes to the same segment.

Finally, don't forget to choose this segment when creating the survey.

Creating the Net Reviews page in your Skeepers survey

A survey is part of a campaign. A campaign includes your survey the associated deployements, the segments, the attributes and the actions that will be triggered after the response.

To collect brand or establishment reviews, certain elements are mandatory in the surevy. We describe them below.

Reminder: The elements below are available in the case of a contract with the Skeepers CX Management and the Rating & Reviews solutions.

First of all, please note that all items are mandatory and must be included on one page of the survey. If any of the following elements are missing, you will not be able to access to the survey. Let yourself be guided by the list proposed directly in the tool.  

1. Rating - This is a rating scale from 1 to 5, numerical format (numbers, smiley faces or stars).

• This question is mandatory.
• The scale is from 1 to 5 and starts at 1.
• Accepted icons are numbers or stars and the publication on Net Reviews will be in star format.
• The colour scheme can be used.
• The DKN option should not be used.

2. Comment field

• This question is mandatory.
• Use the large text option.

3. Net Reviews legal notices 

You must explicitly mention (in the text or by adding a logo) that your review will be published by Net Reviews and provide links to the Client terms of service and the Privacy Policy.

"Please consult the Client terms of service and the Privacy Policy."

4. Opt-in to publication - by ticking this box, the customer gives their consent to Net Reviews to publish their review of the brand/product.

"I accept the general terms of use and the confidentiality policy."

• This question does not have to be mandatory. If the customer does not check this box, this answer will not be published on Verified Reviews but may be collected and analysed in Skeepers CX.
• This question should be checked by default.

5. The Anonymisation Optout - if checked, Net Reviews agrees to publish the review anonymously.

"Your review will be made public on the certificate of the relevant website. Only your first name and an initial of your surname shall be displayed. Check this box, if you want your review to be published anonymously."

• This question should not be mandatory. If the customer ticks this box and the publication box, their first name and the first letter of their name will not be displayed when published, but a pseudonym. 
• This question should not be checked by default.

Setting up your campaign

• To ensure that the evaluation date is correct, you must place the evaluation widget on the first page OR not allow the questionnaire to continuation of the campaign.
• To avoid multiple responses for a single order, from your campaign settings, enable one response per event ID attribute value. Learn more about participation management.
• To link this survey to the Net Reviews mapping, from your campaign settings, select "Yes" on the "Enable Net Reviews" option.
• All that remains is to create the distribution and data mapping in order to automatically transfer the collected responses to Net Reviews for moderation and publication of the reviews. To find out more about mapping, see this article.