Rewarding Customers Who Leave Feedback

[Ron]

It would be great to have the option of giving a reward to Customers who leave a positive or even a negative review on the Square Dasboard about their experience shopping with us.

[George]

Hi Ron, great idea. And if you have Customer Engagement Pro, you can already send rewards to customers who leave you feedback. In your Dashboard, visit the Customers page, and select the feedback you’d like to reward.

This article explains how to send those rewards: http://squ.re/1Oj0Guy. Does this cover what you’re looking for?

Just remember, you can only send coupons to customers who have allowed responses to their feedback.

[Ron]

George, with the Basic Plan is it 10¢ for each coupon you would like to reward the customer? How does the customer know how much we rewarded them, etc? It is a little unclear when I read the link you gave me. Thanks.

[George]

@Ron, the 10¢ refers to each marketing email you send with the Basic Plan. Sending messages via Feedback is a separate from running an email marketing campaign. Feedback coupons require Customer Engagement Pro.

Your customers will know how much you rewarded them through an email notification. Hope that clarifies things.

[Stellar732]

Hi George, I'd like some info along the same lines. My business is storefront only, not online. The last time I tried to send a coupon to a custome via their feedback, it sepired THAT DAY and was a coupon code, not printable. I couldn't compose a coupon ror change the expiration date. Is there any way to modify these "bounceback" coupons?

[George]

Hi @Stellar732, glad you're also sending coupons through Square! The coupons you send should've expired that day a year later. Coupons are valid for a calendar year from the date issued. Is it possible you missed the 2017 piece on the expiration? If not, I'll have to ask our team look into it.

This Help Center article has more info about redeeming rewards: http://squ.re/1RAjdAx

[Stellar732]

Thanks George, I probably missed that expiration year. Whoops!

But again, since my business is not online and is brick and mortar only, how do I provide a coupon that is something I can modify prior to sending? That they can print out and bring in?

[George · Accepted solution]

Glad we clarified, @Stellar732!

You decide how much you want to send your customers (http://squ.re/1Oj0Guy) before sending. Our coupons are optimized for viewing on a mobile device or PC, but customers can always print what they see on their screen (by going to File > Print) before coming in, if they'd like to see their six digit reward code that way.

[jrharris3]

Seems like this feature has been disabled as I can no longer send customers "reward" amounts...what am I missing?

[nika]

Hey @jrharris3. From the POS app, you can search for a customer in the Customer Directory, click the three dots next to "Loyalty Summary", and you should see the option to "Send Status" and also "Adjust Status". 

[jrharris3]

So you can't do this from a computer or the app any longer? When I click on the three dots this is what comes up:

[nika]

@jrharris3 You're just wanting to send your customers an update for how many Loyalty points they have, right? If that's the case, your app should look like this when you go into their customer profile and click the three dots by "Loyalty Summary":

You might also want to make sure that your app and device are both updated.

[jrharris3]

No, trying to send them a set coupon amount...previously if a customer made a comment and allowed feedback, you could respond and there was a button at the bottom of the response that allowed you to send them a coupon in any amount desired...this has recently been removed which totally sucks as I used it a lot...basically a nice gesture for any type of feedback...come on Square, get with it!!!

[nika]

Ahh sorry I was misunderstanding @jrharris3. I see. 

From the Dashboard, go to: Customers > Feedback. Click on a piece of feedback to open the conversation box. At the bottom left hand corner of the chat box, you'll see a plus sign (+). Click that and then you'll see the option to attach a "Coupon" as shown below:

[elisebonme]

Hi, is there a way for us to send gift cards to our customers, comped by us? It would be a great way to send vouchers to disgruntled customers and get them to come back in, instead of just refunding them. We currently create our own vouchers, but this would reduce the steps if we could do it within Square! 

[EJ_]

@elisebonme It sounds like you might benefit from using the Feedback feature with Square. 

Sending feedback coupons is a great way to get disgruntled or unhappy customers back in to your store front. 

Check out this article for more information: 

Send Coupons with Feedback