If you have Smiley Digital or Smiley Touch in use, you can allow people to leave you open feedback as a part of their response. This can be very helpful to discover the reasons behind high or low satisfaction.
The default question for the open feedback field is "Would you like to add anything?", but you change it to your own question. You can also have a different question after positive and negative feedback.
You can see the open feedback you have received in the Open feedback widget, as an attachement to email reports, or by exporting the feedback as Excel.
Open feedback is by default visible to all Analytics users, but you can limit the visibility so that only selected users can access it. When feedback visibility is limited, the user cannot see the Open Feedback widgets in Analytics, and it will also be excluded from email reports and exports. To learn more, read Edit a user's role and access.
Collect open feedback by default
- Go to Admin > Experience points and find the experience point where you want to enable it.
- Click the three dots and select Settings.
- Under Default survey settings, select Edit and set Ask for open feedback to Yes.
All new surveys created under this experience point will collect open feedback by default, but you can turn it on and off in the settings of an individual survey.
Turn open feedback collecting on in an existing survey
- Go to Admin > Surveys and find the survey where you want to enable it.
- Select
and turn on Ask for open feedback.