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Soliciting Reviews with ReviewTrackers

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About Soliciting Reviews with ReviewTrackers

When you’ve set up Online Reputation Management with ReviewTrackers, you can solicit survey respondents for reviews on social media. This message shows up after a participant has submitted their response, and can be added to any survey in your account.

Initial Setup

In order to be able to use this feature, you must first do the following:

  1. Create a Reputation Management Project, and for the Social Data Collector, set ReviewTrackers.
  2. Configure External Locations IDs for Locations on the ReviewTrackers website. See their support page on External IDs for more details.
    Review trackers website; settings -> locations -> IDs are listed going down the page

Creating the End of Survey Message

In this section, we’ll go over how to create an end of survey message that asks survey respondents for reviews, with links to various social media.

  1. Go to your Reputation Management project that is connected to ReviewTrackers.
  2. Go to the Apps tab.
  3. Click on the dropdown and select Add social links to surveys.
    Dropdown expanded on Apps, "add links" selected
  4. A new menu will open.
    New window opens with the fields described
  5. Name: Name the message. This message will be saved in the Library under this name.
  6. Social media accounts: Choose which social media links should be displayed in the message. If this field is not filled out, the system will display the first four social media accounts from the ReviewTrackers account.
    Qtip: For the best icon layout, we recommend only choosing up to four accounts.
  7. Social media icon type: Choose whether to display social media links as smaller icon-style logos, or the full company logo.
  8. Default URL: This field is optional. This URL will be displayed in case the system has an issue fetching social media links for the Location. For example, if an External Location ID is not set correctly on ReviewTrackers, this URL will act as a replacement. This URL can be either a link to a global social media account or a company website.
  9. If desired, add a location ID you want to use in previewing the links’ functionality.

    Qtip: Location ID is dynamically pulled into the survey. Don’t worry about setting a value here – we’ll discuss how to get an accurate location ID for each respondent when setting up the survey.
  10. When you’re finished setting up your message, click Next.
  11. Double-check your changes and click Done when you’re ready for your message to be saved.
    Preview of social icons and details of changes; done button in bottom-right
  12. You will get a confirmation of the message you created.
    New window opens labeled "Success" with an explanation of what to do next
Attention: This message will be accessible in your Message Library and can be moved between libraries if needed. However, you will not be able to edit the icons included in this message. Instead, repeat the steps in this section to make a new message to replace it, and delete the old copy of the message.

This message can now be used at the end of your surveys. In the next section, we’ll discuss additional survey setup needed to optimize your review collection.

Using the Message in the Survey

Before you can use the message you created in one of your surveys, you need to make sure your survey can capture location data, so that when respondents submit reviews, it’s for the correct location.

Adding Embedded Data to the Survey

Adding Embedded Data to the survey flow allows you to save location data with your survey responses. While distribution and use of the message will still work without this step, we advise you complete these steps if you are planning on using location data in your survey data.

Attention: The name of the Embedded Data element is crucial to successfully displaying social media links. Make sure you do not change the capitalization or spacing of this field, and do not add additional characters.

Green embedded data at top of survey flow with field name described

  1. Add an Embedded Data element to the Survey Flow.
  2. Make sure this element is at the top of the flow.
  3. Name the field ReviewTrackersLocationID.
  4. Do not set a value.
  5. Save your Survey Flow.

This Embedded Data field will be used to specify the locations your respondents are reviewing. There are several ways this can be set, based on how you distribute your survey. We will talk about these methods in a moment.

Linking existing Embedded Data fields with ReviewTrackersLocationID

You don’t need to use the ReviewTrackersLocationID field to store the ReviewTrackers location if you have another, existing Embedded Data field in your directory that you’d prefer to use instead.

Screenshot of XM Directory contact, with review trackers Embedded Data value highlgihted

For example, the field “Location name” in the screenshot above contains the ReviewTrackers location.

Qtip: Notice how the field’s value is set to the ReviewTrackers value, “qualtrics_krakow,” not “Krakow” or any other spelling.

Before you can distribute your survey, you must complete the following steps:

  1. Add Embedded Data to the survey flow.
  2. Make sure you save your field, e.g., “Location name,” to your Embedded Data element.
    Embedded Data element at top of the survey flow
  3. Add the Embedded Data field, ReviewTrackersLocationID.
    ReviewTrackersID added too. Location name set equal to piped text for ReviewTrackersLocationID
  4. Click Set a Value Now.
  5. From the dropdown menu, click Insert Piped Text.
  6. Select Embedded Data Field.
  7. Use the dropdown to select the existing Embedded Data field you’re using to store the ReviewTrackers location (e.g., “Location name”), or type the field name.
  8. Click Insert.

After you complete these steps, the Embedded Data in your survey flow should look like this:

Final embedded data without dropdowns expanded

After you save your flow and publish the survey, it is ready to be distributed.

Set the Custom End of Survey Message

Go to the Survey Options, select Custom end of survey message, and select the Solicit Reviews Message you created earlier.

Survey Options custom message

After the survey is published, it will be ready for distribution.

Distributing the Survey

When distributing your survey, you need to make sure you’re setting the locations for individual respondents. You have a few different options, which we’ll describe here.

Warning: Be very careful with spelling, spacing, and other characters in your field names and values!
  • Using a Single Link to the Survey: Try using query strings on the end of your anonymous link. These links can be posted on websites or emailed to customers. The query string field you want to add is ReviewTrackersLocationID, and the value should be set to the ReviewTrackers location ID.
    Example: My company has a Provo, Dublin, and Krakow location, each with their own website. I want to post a feedback survey on each of their sites, but optimize them for the right location. These are the survey links I’d use:
    For the Provo website: https://demo.co1.qualtrics.com/jfe/preview/SV_XXXXXXX?ReviewTrackersLocationID=qualtrics_provo
    For the Dublin website: https://demo.co1.qualtrics.com/jfe/preview/SV_XXXXXXX?ReviewTrackersLocationID=qualtrics_dublin
    For the Krakow website: https://demo.co1.qualtrics.com/jfe/preview/SV_XXXXXXX?ReviewTrackersLocationID=qualtrics_krakow
  • Using a Contact List: Whether you plan to email or SMS invite your customers, or you’re using an authenticator, you need a contact list. When creating this list, make sure you have a column called ReviewTrackersLocationID (or an Embedded Data field that is mapped to ReviewTrackersLocationID, as described in the section above). In this column, make sure each member of the list has a ReviewTrackers location ID.
    Example: Here’s what an example contact list might look like before we upload it:
    CSV of contacts
  • Setting Values Based on How Respondents Answered: You can also set location by asking customers which location they visited, and setting values in the survey flow based on their answers. To do this, you would need to use a multiple choice question. Then in the survey flow, you’d add branch logic that leads to Embedded Data elements where the name is set to ReviewTrackersLocationID and the value is set to the corresponding ReviewTrackers location IDs.
    Example: In our survey, we ask respondents to identify which location they visited. This is what our survey flow looks like. Notice how the branches come after the block where we ask the location question.
    Built survey flow where branch logic is used to assign values