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Visitor Feedback

Learn how to collect, manage, and review visitor feedback in Custr.

Updated this week

Overview

The Visitor Feedback feature allows you to collect feedback from visitors after they check out.

This helps you:

  • Understand visitor experience

  • Identify areas for improvement

  • Maintain high service standards

Feedback begins with an overall rating, presented as smiley faces:

  • Very Poor

  • Poor

  • Average

  • Good

  • Very Good

After selecting a rating, visitors can be prompted to answer additional custom questions, allowing you to gather more detailed feedback if required.

How Visitor Feedback Works

To collect feedback, you must:

  1. Enable the Feedback feature

  2. Enable feedback on a visitor category

  3. Create feedback questions (Optional)

Once set up, visitors will be prompted to complete feedback when checking out.

Enable Visitor Feedback

To enable the feature:

  1. Go to Configuration → Settings

  2. Select Features

  3. Enable Feedback

Enable Feedback for a Category

To collect feedback during check-out:

  1. Go to Configuration → Categories

  2. Select the category

  3. Enable Feedback Capture on Check-Out

  4. Click Save

  5. Refresh your device

Feedback Questions

You can create custom questions for visitors to answer during check-out after the first overall feedback.

Create Feedback Questions

  1. Go to Feedback → Questions

  2. Click the + icon

  3. Enter:

    • Question

    • Placeholder

    • Description (optional)

  4. Select the question type

  5. Enable Answer Required (if needed)

  6. Click Save

Edit Feedback Questions

  1. Go to Feedback → Questions

  2. Select the question

  3. Click Edit

  4. Make your changes

  5. Click Save

Delete Feedback Questions

  1. Go to Feedback → Questions

  2. Archive the question

  3. Go to Deactivated Questions

  4. Click Delete

Managing Feedback Responses

Once feedback is submitted, responses can be viewed and managed within the dashboard

View Responses

  1. Go to Feedback → Responses

  2. Select a response to view details

Edit Responses

  1. Open a response

  2. Click Edit Response

  3. Make changes

  4. Click Save

Please note: this action will be stored in the timeline against the response

Feedback Status

Each feedback response includes a status to help you track and manage it.

By default, all responses are set to:

  • Submitted

You can update the status to reflect how the feedback is being handled, for example:

  • Open – requires attention

  • Closed – resolved or no action needed

  • Custom statuses – based on your organisation’s workflow

This allows you to manage feedback more effectively and track progress.

Automating Feedback Handling

Custr allows you to automatically assign statuses to feedback responses based on the overall rating.

For example:

  • Very Good and Good responses can be automatically set to Closed

  • Average, Poor, and Very Poor responses can remain as Submitted for review

To configure this:

  1. Go to Configuration → Settings

  2. Locate Automation → Feedback

  3. Set up rules to automatically update response statuses

This helps prioritise feedback and reduce manual review.

Export Feedback

To export feedback data:

  1. Go to Feedback → Responses

  2. Select a date range

  3. Click Export

Important Notes

  • Feedback must be enabled both in settings and on a category

    Visitors are prompted to complete feedback during check-out

    Feedback starts with an overall rating, followed by optional custom questions

    Questions can be optional or required

    All responses default to Submitted unless updated or automated

    Statuses can be used to manage and prioritise feedback

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