Critical Issues Can’t Wait
Urgent issues can’t wait for your team to log in and view their dashboard - they need to be understood and actioned immediately.
Instant Alerts get the right information to the right people as soon as critical feedback arrives, allowing you to address problems before they escalate.
How Instant Alerts Work
Triggered by Individual Survey Responses
When a customer completes a survey with critical feedback - low satisfaction scores, specific complaint types, or negative sentiment - an alert sends immediately to the appropriate person.
Email Notifications
Alerts deliver via email, ensuring notifications reach the appropriate people with full context about the customer’s feedback and issue details.
Right Person for Each Location
Route alerts to specific individuals based on location. A venue manager receives immediate notification when their site gets critical feedback, allowing them to address the issue promptly.
Immediate Action, Better Outcomes
Resolve Issues While Customers Are On-Site
When customers provide feedback via QR codes or feedback kiosks while still in your venue, instant alerts enable you to address problems immediately. A manager can intervene, resolve the issue, and potentially turn a negative experience into a positive one before the customer leaves.
Prevent Escalation to Public Reviews
Catching issues through direct feedback - before they become public reviews or social media complaints - protects your reputation and demonstrates responsiveness to customers who give you the opportunity to make things right.
Flexible Configuration
Configure which feedback triggers instant alerts based on your business needs:
- Satisfaction scores below your threshold
- Specific complaint categories
- Negative sentiment in customer comments
- Critical service failures mentioned in feedback
Alerts route to the appropriate location managers, ensuring the right person is notified immediately when their venue receives critical feedback.
Integration With Complete Feedback Programme
Instant Alerts work alongside your dashboards and AI analysis to provide comprehensive feedback intelligence:
- Alerts handle urgent, immediate issues
- Dashboards provide ongoing performance monitoring
- AI Analysis reveals patterns and trends over time
Together, they ensure you’re responding to critical issues instantly while maintaining strategic oversight of overall performance.
Ready to ensure critical feedback gets immediate attention? Contact us to discuss Instant Alert configuration for your business.
Frequently Asked Questions
You decide the thresholds. Common triggers include satisfaction scores below a set level, specific complaint categories, negative sentiment in comments, or mentions of critical service failures. We configure the rules with you during setup so alerts fire for the things that matter to your business.
Alerts send immediately once a qualifying survey response is submitted. There is no batching or delay. The aim is to get critical information to the right person while there is still an opportunity to act.
Alerts route by location. Each venue or site has a designated recipient, typically the location manager, so the right person is notified without unnecessary noise reaching people who cannot act on it.
Currently via email, with full context included: the customer's scores, comments, and any relevant detail from their response. This means the recipient has everything they need to act without having to log in to the dashboard first.
Yes. Rules can be scoped to particular questions, score ranges, or sentiment signals. If you only want alerts for NPS scores of 3 or below, or for responses that mention a specific complaint category, that is straightforward to configure.
No, they serve a different purpose. Alerts handle urgent, individual issues that need immediate attention. The dashboard gives you the ongoing performance view, trends over time, and location comparisons. They work together as part of the same feedback programme.