How to handle Feedback for a Completed Trip | Stratford Berkshire Support: NBC

This aticle will explain how to obtain feedback from your client after a trip has been completed.

Step 1: Review & Complete Assigned Task

Once your pickup date for the trip has gone past 1 day, you will be assigned a task, as the owner of the deal, to send out the feedback email template to your client. DO NOT mark this task as complete, if you do not send out this email to the customer.

Step 2: Click Email from the Deal

From the deal screen, please click "Email" to open up the email window.

Step 3: Choose the Feedback After Completed Trip Template

Choose the Feedback Templates folder and then choose Feedback After Complete Trip template.

Step 4: Review Email & Send

Review the email, make any modifications needed, and choose send.

Mark the task as complete in HubSpot, once you have sent the feedback email to your client.

Once you receive the feedback from your client, you will then complete the following steps:

Step 5: Update the Feedback Type in the Customer Service Section

Under the Customer Service section of the deal, once your customer has given you feedback, update the feedback type to either Positive, Negative, or Unresponsive.

If the feedback was positive, the system will autoamtically send an email to the customer, asking them to submit their feedeback on TrustPilot or Google Reviews.

If the feedback was negative, your management team will be notified, so they can personally handle the matter.

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Congratulations! You've successfully followed up for feedback with your client after a booked trip!

Need Support?

Please visit our Support page and submit a ticket, view knowledge base articles, etc. Or send us an email at helpme@stratfordberkshire.com to open a new ticket.