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Customer Feedback

Craig Weir
Updated
Customer Feedback Configuration and Setup

Customer Feedback Configuration and Setup

Document: 226.F — Qmatic

Copyright Notice

The information in this document is subject to change without prior notice and does not represent a commitment on the part of Q-MATIC AB. All efforts have been made to ensure the accuracy of this manual, but Q-MATIC AB cannot assume any responsibility for any errors and their consequences. This manual is copyrighted and all rights are reserved. Reproduction is not allowed without written permission from Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2021. Feedback and questions: documentation@qmatic.com.

1. What’s New

Survey Page Configuration:

  • Added question type Rating Star
  • Added question type Selection
  • Added parameter Mode
  • Added parameter Level
  • Added parameter Config

On-premise Configuration:

  • Added instructions for manual fixes needed to use the updated version of Customer Feedback with earlier Orchestra versions.

2. Introduction

2.1 General Information

Customer Feedback provides a way for customers to share their experience of the customer journey through an easy-to-use survey. It gives you the opportunity to collect valuable feedback that would otherwise be lost.

  • Requires Orchestra 6.1 or later.
  • Statistics, reports, and notifications are managed in Orchestra.
  • No app is required — the survey is a web page.

2.2 Typical Use Case

  1. The customer is identified, or their phone number is added to the visit.
  2. The customer is served.
  3. When the visit is ended, a link to Customer Feedback is sent to the customer via the Notification application.
  4. The customer opens the link and answers the survey.
  5. The answers are sent to stat and presented in reports together with visit details.

3. Configure Survey Page

Follow these steps to set up Customer Feedback:

  1. Configure the questions (type, follow-ups, etc.) — see sections 3.1 and 3.2.
  2. Customise the look and feel (colours, fonts, logo) — see section 3.3.
  3. Translate the content if needed (multiple languages supported) — see section 3.4.
All configuration is done in files that are sent to support.

3.1 Question Types

Customer Feedback supports six question types. The maximum number of questions per survey is 7.

3.1.1 Rating Question

Example: How did you experience our service today?

  • 2–5 answer alternatives, presented as icons (customisable).
  • Three images per icon: selected, hovered, and unselected states.
  • Images are in SVG format for scalability across screen sizes.

3.1.2 Rating Star Question

Example: How did you experience our service today?

  • 3–10 answer alternatives, presented as stars (customisable).
  • Supports up to 4 conditional follow-up questions.
  • SVG format images.

3.1.3 Selection Question

Example: Please indicate the reason for your rating.

  • Multiple-choice question with 2–6 answer alternatives.
  • Possibility to set a maximum number of selectable answers.
  • Supports follow-up questions.

3.1.4 Yes-No Question

Example: Would you recommend us to a friend?

  • Always exactly two alternatives (Yes/No).
  • No icons.
  • Supports follow-up questions.

3.1.5 Scale (NPS)

Example: How likely are you to recommend our services to a friend?

  • NPS question type.
  • Always a 0–10 scale.

3.1.6 String (Free-Text) Question

Example: Any other comments?

  • Free text answers.
  • Maximum of one per survey.
  • Maximum of 255 characters.

3.2 Configure Questions

Questions are configured in questions.json. This file defines the number of questions, icons, and which questions are saved to stat.

Parameter Reference — questions.json

Parameter Description
Mode Sets which mode to run. Use "2" to enable follow-up questions and new question types (RatingStar and Selection). Use "1" for the original mode.
question_key Identifies the question (e.g. question_1 is the first question).
question_stat_text Text stored as the question in stat. Not necessarily the text shown on the page. Keeps stat consistent across languages.
type Question type. See section 3.1.
no_answers Number of answer options (e.g. "5" for a Rating question creates 5 icons).
max_no_answers Maximum number of answers a respondent can select. Only used for the Selection type.
icon_folder Folder where icons are stored. Allows replacing icons on the survey page.
mandatory "1" = mandatory; "0" = optional.
level Used for follow-up questions. All questions at the same level are shown simultaneously.
config Defines which questions are shown with a specific answer. Used for follow-up questions.
answers Answer options for the Selection type (min 2, max 6). These values are saved to stat; the displayed text is defined in the language file.

3.3 Branding

Branding is configured in themes.css (located in the themes folder). This file controls fonts, logo, colours, and other visual elements. Customisable elements include:

  • Company logo (placed in the assets folder)
  • App background colour
  • Star/rating icon (placed in the assets folder)
  • Font
  • Accent colour
All files referenced in themes.css must be provided together with the CSS file and placed in the assets folder specified in the file.

3.4 Translation

Translations are stored in one JSON file per language (e.g. en.json for English). Customer Feedback supports multiple languages simultaneously; the language displayed is determined by the user’s browser language setting.

To translate Customer Feedback:

  1. Open en.json.
  2. Translate questions, answers (if needed), and all other texts.
  3. Save as xx.json, using ISO 639-1 language codes.

Language File Parameter Reference

Parameter Description
question_<number> Question text. Matches the question_key in questions.json.
answer_<number> Answer text for the Selection question type.
Top parameters Text shown on the survey page.
Bottom parameters Text shown on other pages: thank you page, error page, Submit button, etc.
Changing the text string in a language file (e.g. en.json) only changes the text shown on the survey page — it does not create a new question entry in stat.

4. On-Premise Configuration

The following components need to be configured:

  • If using an Orchestra version earlier than Orchestra 7 update 9, manual steps are required. See section 4.1.
  • The Notification Application must be configured to send notifications after the visit ends. See section 4.2.
  • The API Gateway must be installed and running. See section 4.3.

4.1 Update Instructions

These steps are only required if using an Orchestra version earlier than Orchestra 7 update 9.

To use Customer Feedback with Rating Star and follow-up questions (Mode 2):

  1. Execute the customer_feedback_update.sql file (filename varies by database). Files are in the Customer Feedback package at dist\package\sql, or on Qmatic World.
  2. Copy feedback_v3.ktr to <orchestra installation directory>\system\conf\stat-jobs\custom.
  3. Edit stat-jobs.xml in <orchestra installation directory>\system\conf\stat-jobs\. Update the following line: 
    <!-- Change this: -->
<job filename="qmatic/feedback_v2.ktr" batch-limit="50000" max-time-before-processing="10" />

<!-- To this: -->
<job filename="custom/feedback_v3.ktr" batch-limit="50000" max-time-before-processing="10" />
  4. Upload the new report in Business Intelligence.

4.2 Notification Application

For full details, see the Orchestra Administrator’s Guide.

  1. In the Notification application, open the SMS tab and configure your SMS Gateway so the system can send SMS messages. Recommended provider: Messaging Services.
    An SMS provider and the cost of SMS messages are not included in the Customer Feedback solution.
  2. You will receive a URL from Support in this format: 
    https://cf.qmatic.cloud/<token_identifying_client>/index.html
    Example: 
    https://cf.qmatic.cloud/040a4ef2-2182-45e1-abcd-bc7371b36c06/index.html
    Add the branchId and visitId parameters to create a complete URL for the Notification application. The complete URL format: 
    https://cf.qmatic.cloud/<token_identifying_client>/index.html?b={{branchId}}&v={{visitId}}
    Example: 
    https://cf.qmatic.cloud/040a4ef2-2182-45e1-abcd-bc7371b36c06/index.html?b=1&v=12
  3. In the Visit End sub-tab of the Notification application, configure the Visit End message (email and/or SMS) using the URL above. Visit End messages are sent to customers with a registered phone number and/or email address after their visit.

4.3 API Gateway

For full details, see the API Gateway Manual on Qmatic World.

Requirements:

  • The API Gateway must be installed and running.
  • There must be an API Gateway user in Orchestra with a role that includes access to the entrypoint connector.
  • The API Gateway token must be sent to Qmatic Support to establish the connection between Orchestra and the survey page.

Q-MATIC AB, Box 198, SE-431 23 Mölndal, Sweden. Phone: +46 31 756 46 00. Email: info@qmatic.com. Web: www.qmatic.com