Experience Survey Moderation

Learn how to moderate survey content

Beth avatar
Written by Beth
Updated over a week ago


This guide will walk you through how to manage surveys and interact with your customers.

Here are the following items indicated in this guide:

  • Moderation Tabs

  • Searching & Filtering

  • Survey Details

  • Responding to Surveys

  • Share to Social Media

  • Publishing/Un-Publishing

  • Add Photo/Video

  • Tagging

  • Flag a survey

  • Bulk Actions

Moderation Tabs

When you first enter the Experience Survey Moderation page, you are greeted with several tabs at the top of the screen. Each tab contains different types of content.

a. Published - This contains all of the surveys that are live.
b. Unpublished - This contains all surveys awaiting your moderation.

c. Incomplete - This contains surveys that have been started but all questions not completed.
d. Flagged - This contains all surveys that have been reported to TrustSpot.
e. Survey Requests - This contains all survey requests that are either pending or have been previously sent .

e. Export - Survey content can be exported from here by collector and filtered by date.

Next to the tab name is a # in parenthesis, which is the number of entries in each tab.

Searching & Filtering

Within the Published Tab, you will have the ability to easily search and filter content.

You can search by the following terms:

  • Customer Name

  • Email Address

  • Order #

  • Product Name

  • SKU

  • Tags

You can filter by the following options:

  • Date Range

  • Survey Response

  • Surve Source

  • Visual Content

  • Tags

  • Collector

Our system also allows for multiple items to be selected at once, making it easier for complex searches. For example, you can search for all surveys containing photos that were submitted through a visual display.

Survey Details

When new surveys come into your account they will always be shown at the top since our page is sorted by newest date first.

The survey page has two types of content areas:

  • Survey Content

  • Customer Content

For the Survey Content area on the left, you will notice a few items:

  • Customer Name

  • Survey Questions

  • Survey Answers

  • Photos and Videos (if available)

  • Interaction Buttons

  • Social Media Sharing Icons

For the Customer Content area on the right, you will notice a few items as well:

  • Date

  • Email (if survey was sent via email)

  • Survey Source

  • Collector Name

  • Product Tags

Publishing/Un-Publishing Content

Surveys as well as photos and videos can be published or un-published from Experience Moderation.

*Please note: the publishing process for surveys with visual content is a two-step process. In order to display your customer's visual content, the survey must first be published. Once you have published the survey, you can select which photos or videos you want to publish.

Visual content can also be moderated from the Visual Moderation screen. More information on Visual Moderation can be found here.

Responding to Surveys

When a customer writes a review for your business (good or bad) it's always nice to follow up with a personalized message. Responding benefits the customer, because it shows them you care, and appreciate them for utilizing your company. It also benefits prospective buyers on your site, because it shows your great customer service in action.

We support two types of responses:

  • Public

  • Private

The difference is, Public responses are shown on your website & emailed to the customer, while Private responses are only emailed to the customer.

One additional benefit, is the ability for customer's to change their review content after you've responded to them. In the above image, the customer was upset and a response was sent to her. When the customer receives your response, they will have the ability to update their survey content.

Be sure to check out our in-depth guide on Responding to Customers.

Share to Social Media

Reviews that do not contain visual content can be shared to social media selecting the social media icon button located under each survey. More information about sharing reviews to social media can be found here.

Add Photos and Videos to a Review

Photos and videos can be added to a review after the review has been submitted from the review moderation page. Under each review is a button labeled "add photo/video" which allows you to upload photos and videos to reviews.

Actions Button

Under each survey you will find a button labeled "Actions". The following actions can be taken from the drop down menu:

  • Add Tag

  • Publish All Photos & Videos

  • Fix Spelling

  • Flag

Add Tag

Two types of tags can be added to a survey:

  1. Customer Service. Our tagging feature is a great way to let customer service teams keep track of reviews. For example, let's say you would like to notify other team members that a review needs a response. Select "customer service"

  2. Product: Add additional products to a survey to aggregate reviews

Fix Spelling

This tool allows you to fix any spelling, grammar or personal information found within the survey questions. Once you're all done, click Submit to update.

Flagging a Survey

In some circumstances it may be necessary to report a review to TrustSpot. When a survey is flagged, the following process occurs:

  • Survey is moved into the "Flagged" Tab in the moderation area

  • Survey is hidden from your site

  • Our Moderation Team begins to review the issue

If the review does indeed meet the requirements for being flagged, it will remain flagged. However, if the team has questions, we will follow up within 24 hours.

The following reasons are supported in TrustSpot:

  • Spam

  • Inappropriate

  • Irrelevant

  • Google Shopping

  • Test Review

To flag a review:

Click Actions > Flag

Bulk Actions

If you need to perform the same action on many reviews at once, our bulk actions will save you considerable time. We currently support the following bulk actions:

  • Publish-Unpublish

  • Hide Last Name

  • Hide Full Name

  • Publish All Photos & Videos

  • Flag

To use a bulk action you simply need to have at least 1 review checked on the left. Then click on "Actions" at the top and select the action. Once you confirm the action, all reviews will be updated instantly.

Have a question or need support about moderating surveys?

Please contact our support team via our live chat or at support@trustspot.io

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