Should all customer feedback be treated equal?

Each time a customer pays with Beam we ask them to rate their experience immediately after their transaction. Whilst Beamers can choose to skip this step, 81% choose to leave a rating, with 12% leaving detailed feedback.

The beauty of this feedback is we are uniquely placed to collect it immediately after the transaction. Not only does this result in timely, honest feedback, but detailed data on the exact time, day, purchase and the type of customer who left the feedback, be it a regular, new customer or someone you haven’t seen for a while.

From all the feedback we collect less than 1% includes a rating of four stars or less, but according to business owners this is the most valuable insight, particularly if it’s from a regular customer. These reviews often contain honest constructive feedback with genuine opportunities to help businesses improve and the best part is they’re sent directly to you without being posted all over the internet.

In one click you can now reply to customer feedback, opting to issue them a discount for their next visit to turn an average experience into a great one by resolving the issue in real-time. By understanding the type of customer they are and how valuable they are to your business, you can better tailor the way you respond and reward your customers. 

How it works for the Beamer

1. A beamer leaves feedback after paying in a store  2. The business owner selects a reply which is delivered to the Beamer via a push message 3. The response and optional bonus is available to be viewed in the Beamer’s app

1. A beamer leaves feedback after paying in a store
2. The business owner selects a reply which is delivered to the Beamer via a push message
3. The response and optional bonus is available to be viewed in the Beamer’s app

How it works for a business (you)

1. An email is sent to the business when a rating under 5 stars is submitted by a Beamer 2. This email includes details about the customer and allows the merchant to decide on an appropriate action 3. A reply is selected in the email and sent directly to the Beamer. Success!

1. An email is sent to the business when a rating under 5 stars is submitted by a Beamer
2. This email includes details about the customer and allows the merchant to decide on an appropriate action
3. A reply is selected in the email and sent directly to the Beamer. Success!

We will also notify business owners by email when we update their Beam profile page with a new featured comment. These glowing recommendations and compliments can be replied to or you can just share them with your team for warm fuzzy feelings :)

Any questions, comments or thoughts as always please don’t hesitate to get in touch.