# Feedback Request Page: https://alidemirbas.com.tr/en/lab/journeys/feedback-eligibility Experience completed → choose channel → ask → route by score ## Purpose Ask for feedback at the right moment and route the response differently for high, medium and low satisfaction. Goal: Eligibility & Qualification · Category: Feedback & Communication ## Steps - **Trigger**: A critical experience is completed - **Decision**: Is it appropriate to ask for feedback now? - Eligible: Is the user currently active in the app? - Asked recently: Defer a similar feedback request - Open complaint / support case: Move to service recovery / issue resolution - Experience not complete: Wait until the experience is complete - Not an eligible segment: Journey ends - **Wait**: Defer a similar feedback request - **Handoff**: Move to service recovery / issue resolution - **Wait**: Wait until the experience is complete - The longest wait is set per experience and is configurable; the journey does not wait indefinitely. - **Decision**: Was the experience completed within the waiting period? - Yes: Is it still appropriate to ask for feedback? - No: Experience not completed; no feedback request - **Decision**: Is it still appropriate to ask for feedback? - Still eligible: Is the user currently active in the app? - Open complaint / support case: Move to service recovery / issue resolution - No longer eligible: Journey ends - **Exit**: Experience not completed; no feedback request - **Decision**: Is the user currently active in the app? - Yes: In-app: Ask for a short rating / feedback - No: Is push permission available? - **Decision**: Is push permission available? - Yes: Push: Ask for feedback - No: Is email available? - **Decision**: Is email available? - Yes: Email: Ask for feedback - No: Journey ends - **Action**: In-app: Ask for a short rating / feedback - **Action**: Push: Ask for feedback - **Action**: Email: Ask for feedback - **Wait**: Wait 2–3 days - **Decision**: Did the user respond? - Yes: What was the feedback score? - No: Send one reminder; use another eligible channel only if appropriate - **Action**: Send one reminder; use another eligible channel only if appropriate - **Wait**: Wait 3–5 days - **Decision**: Did the user respond? - Yes: What was the feedback score? - No: Journey ends - **Decision**: What was the feedback score? - High: Ask for a public review / referral when appropriate - Middle: Ask one short improvement question - Low: Move to recovery / human support - **Handoff**: Ask for a public review / referral when appropriate - **Handoff**: Ask one short improvement question - **Handoff**: Move to recovery / human support - **Exit**: Journey ends ## Guardrails - Do not ask while an open complaint or unresolved issue exists. - Use only one eligible channel path at a time. ## Core rule Ask only after the experience is complete and no unresolved issue should take priority. ## When to set it up You need this journey when you only learn how a purchase, delivery, onboarding or service experience went once a complaint arrives, or when surveys go to everyone at the same time through the same channel. Confirm that the completion event, open complaint and support case status, the date of the last feedback request and whether the user is in the app right now can all be read on one identity. If responses are low while support cases are rising, the problem is the experience, not the survey; fix the resolution process first and measure afterwards. ## How to set it up - **Trigger and entry**: Completion of a critical experience starts the journey, which first checks whether asking for feedback is appropriate. Those found eligible are randomly split into a journey group that gets the request and a control group that gets none from this flow. - **Who must not enter**: A customer with an open complaint or unresolved support case is not asked; the record moves to service recovery / issue resolution. A recent request defers a similar one; an ineligible segment does not enter. Each instance covers one completed experience; someone whose feedback has already arrived belongs to the Feedback Follow-Up journey. - **Timing and channels**: When the experience is unfinished, it waits up to the maximum set per experience, then rechecks eligibility. A user in the app gets a short in-app rating; otherwise a push if permitted, otherwise email if available. After 2 to 3 days without a response, one reminder, then a final check 3 to 5 days later. - **Exit and handoff**: Score handoffs: high to public review / referral when appropriate, middle to one short improvement question, low to recovery / human support. An open complaint at entry or recheck goes to service recovery / issue resolution. Silence after the reminder, no channel, lost eligibility or an unfinished experience ends the journey; nothing more is sent. - **Frequency and consent**: At most two touches per experience: one request and one reminder, which may use a different permitted channel when appropriate. Push only with permission, email only where it is available, in-app only during an active session, and a single channel path at any one time. ## How to measure success **Incremental scored-feedback rate vs control**: Asking is worth it only for the scored answers that would not have arrived on their own; an opened or clicked request earns nothing until a score comes back. Among all completed experiences assigned to both groups at entry, the share that return scored feedback within the same follow-up window; feedback the control group sends unprompted counts too, so the gap is what asking adds. Whether the request was delivered or clicked does not change the denominator. Also track: - **Request sent rate**: Entrants found eligible and actually sent a request, as a share of all entrants; the intermediate step. The split between deferrals, recovery handoffs, waits for completion and ineligible segments shows whether the trigger fires too early or on the wrong audience. - **Response by channel path and reminder**: Read response rates for the in-app, push and email paths, and what the reminder adds, separately; the user's state decides the path, so the gaps are not a channel comparison. - **Score split and handoffs**: Shares of high, middle and low scores among responses, and how many records reach each handoff's destination; use it to confirm low scorers actually reach human support. - **Permission loss and complaints**: Watch push opt-outs, email unsubscribes and support contacts that answer the question with a complaint after the request; if they rise, the moment or the channel is wrong. ## What to watch when reading the result - If the scored-feedback gap does not beat the control group, you asked for answers that would have come anyway; an opened request or a clicked reminder does not change that. A high response rate alone is not success either: customers handed to recovery over an open complaint never answered, yet they stay in the dissatisfaction record. - What you measured holds for this channel priority (in-app when present, else push, then email), one reminder and these waits. The review, the improvement question or the support resolution after the score handoff is the receiving journey's outcome; do not credit a record the Feedback Follow-Up journey closes to this one. - Enter each group's experiences and scored responses into the [A/B test significance calculator](https://alidemirbas.com.tr/en/calculators/ab-test) when the gap stays unclear; if it is not significant, collect more completed experiences before you change the reminder channel. - Never ask the same question on two channels at once; the reminder may switch channels, but it is not a second copy. Do not build a filter that opens public review invitations only to high scorers; private feedback follow-up and public review collection serve different purposes. ## Frequently Asked Questions ### When should customer feedback be requested? Ask after the relevant experience is complete and eligibility is checked. This example routes open issues to resolution first and defers recent duplicate requests. Do not remove unresolved customers from the underlying dissatisfaction record. ### Which channel should a feedback request use? This flow prefers a brief in-app request during an active session, then eligible push or email when outside the app. Avoid simultaneous copies across channels. It allows one reminder and rechecks eligibility. ### Should low, medium and high feedback scores receive the same follow-up? Low scores can route to support and medium scores to a focused improvement question. Thank positive respondents. Do not restrict public-review invitations to positive scorers. Private feedback follow-up and public review collection have different purposes.