Experience Survey Moderation

Learn how to moderate survey content

Beth avatar
Written by Beth
Updated over a week ago

Overview

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 published on your site.
b. Unpublished - This contains all surveys awaiting moderation.

c. Incomplete - This contains surveys that have been started but not completed by the customer.
d. Flagged - This contains all surveys that have been reported to TrustSpot.
e. Survey Requests - This contains all survey requests (via email or/and SMS) 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 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 Moderation

Survey responses are listed in chronological order by the newest submission(s).

The survey page has two types of content areas:

  • (Left) Submission & Contact details

  • (Middle) Experience Submission

  • (Right) Social Sharing & Tags

For the Submission & Contact details area on the left, you will see the following:

  • Customer Name

  • Submission Date

  • Customer Email (if captured)

  • Submission Source

  • Request SKU (if automated request)

For the Experience Submission area in the middle, you will notice the followingl:

  • Collector (survey) Name

  • Survey Questions

  • Submission Answers

  • Submission Photos & Videos (if captured)

For the Social Sharing & Tags area to the right, you will notice the following:

  • Social Sharing options

  • Survey Product Tags (added automatically and/or manually)

  • Survey Customer Service Tag (added manually)

  • Incomplete tag (added automatically for incomplete surveys


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 Photo Studio. More information on Visual Moderation can be found here.


Responding to Surveys

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 - these responses will be displayed along with the customers survey submission within certain displays like the Review Widget.

  • Private - these responses will not be displayed with customer survey submissions.

NOTE: Both Public and Private survey responses will be emailed to the customer so long as the survey submission has a customer email associated with it. If the submission does not have an email associated with it, only a public response will make sense.

Incomplete Survey Tip

If customers want to update their submission or have not completed the survey, responding gives your customer the ability to update or complete their experience submission. When the customer receives your response, they will be emailed your response with a specific link to update their submission. This is a huge benefit if you receive incomplete survey responses.

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. Within the actions menu, under each submission, is a button labeled "Upload Photo / Video" which allows you to upload photos and videos to the customers submission.


Actions Button

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

  • Publish All Visuals

  • Upload Photo / Video

  • Hide Full Name -> Changes name to "Customer"

  • Hide Last Name

  • Add Tag (then choose Product tag or Customer Service tag)

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 Tag: Tag multiple products to a survey to show the specific response on those product page displays. Also used to change the existing product tags.

Fix Spelling

This tool allows you to fix any spelling, grammar or personal information found within the survey free text answer. 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 the "Flag" button at the bottom of the experience submission


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:

  • Unpublish / Publish

  • Flag

  • Hide Last Name

  • Hide Full Name

  • Publish All Visuals

  • Add Tag

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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