Introduction
A few days after a rental ends, RentVisie can email the customer to ask how it went. Their answers come back into the app on a screen headed Booking feedback: one row per booking, with Booking number, Ref, Return location, Return date, Service rating and Complaints, and a pencil icon and a bin icon at the end of each row. Under the column headings sits a row of filter boxes. Opening a row shows the feedback itself.
You will use this when:
- you want a quick look, at the end of the week, at how customers rated their rentals
- you want to find every customer who says they have a complaint, before you ring them back
- a customer tells you on the phone how their rental went, and you want it on the booking
- a customer says they never got the email asking for feedback
Words this screen uses
| The screen says | It means |
|---|---|
| Service rating (Rating once opened) | The score the customer gave. 5 is the top: below 5 the app asks what could be better |
| Improvements | What the customer says could be better |
| Complaints? | Whether the customer says they have a complaint |
| How to make up? | What the customer asks for to put the complaint right |
| Other remarks | Anything else the customer wrote |
| Ref | The booking's outside reference, when it has one |
Every way feedback gets onto the list
| Route | What you get |
|---|---|
| The customer answers the feedback email | A feedback record on their booking, sent into the app from outside it |
| Manual feedback on the booking's Other tab | Feedback you type in yourself, from a phone call or a conversation at the counter |
Cleanliness ratings that customers give when they return a vehicle through self-service are kept separately and never appear here. Use this screen to read what customers said about their rental; the email that asks them is set up under Configuration below.
How to use
Configuration
The only setup is the email that asks for feedback. Like every automated email, it is a template your company writes. Without an active one, nobody is asked.
- Open the email area of the main menu and choose its Bookings list. The screen is headed Automated, one row per template, with Automated type, CC, BCC and Language columns.
- Click the pencil icon on the row whose Automated type is Feedback, or click New Automated if there is none.
- Fill in the form, then click Save:
| Field | Starts as | What it does |
|---|---|---|
| Active | Yes | Set to No and this template stops sending |
| Automated type | Empty | Choose Feedback |
| Language (optional) | Empty | The customer language this wording is for. Leave it empty on one template to cover everyone else |
| Number format (optional) | Empty | How amounts in the email are written |
| CC, BCC | Empty | Extra addresses that receive a copy |
| Subject, Body | Empty | The email itself. Save refuses while either is empty |
Which template a customer gets. The app looks for a Feedback template in the customer's language first, then in your company's language, and finally takes the one with no language. It stops at the first one it finds — so if the template in the customer's language is set to Active No, that customer gets no email at all, even when another template is switched on. Switch off a language by deleting its template, not by making it inactive.
Saving a second template with the same type and language shows Template already present and saves nothing; open the existing row instead. The wording of the email, and anything it links to, is whatever your company writes in Body.
Before you start: saving a template, changing a customer's feedback and adding feedback with Manual feedback all need the Company admin role. Every other staff role can read feedback, but the boxes are read-only.
Using the Booking feedback screen
The list has no main-menu item of its own. From the main menu open Bookings — the screen with sections headed Bookings, Shortlease, Quotes, Transport and Fines — and click Feedback in the Bookings section. To see the feedback on one booking, open the booking, go to its Other tab and click Feedback. The booking screen has no Save button — a switch such as Auto checkout is stored the moment you change it — so go straight to the tab without touching anything else on the way.
- To find complaints, use the filter box under Complaints to show only the rows that have one.
- To find low scores, type a number in the filter box under Service rating. The boxes under Ref, Return location and Return date narrow the list the same way.
- Click the pencil icon at the right-hand end of a row. The feedback opens with a Booking # button at the top, then Rating, Improvements (shown only when the rating is below 5), Complaints?, How to make up? (shown only when Complaints? is Yes) and Other remarks.
- Click Booking # at the top to open the rental itself, with the customer's details.
- Contact the customer yourself; the app does not reply for you. Close the feedback with Cancel.
To record feedback somebody gives you in person, open the booking, go to its Other tab and click Manual feedback. Rating starts at 5. Fill in what the customer told you and click Save. The button is only there while the booking has no feedback; once it has, the tab shows Feedback instead, which opens the record already there.
Key details
When the feedback email is sent
A nightly run looks at every booking. Every one of these must be true on that night:
| Condition | What to check on the booking |
|---|---|
| The status is Dropped off | The vehicle has been taken back in |
| It has been invoiced | Something more than zero has been invoiced |
| It is paid up | The total including VAT, less rent paid and deposit paid, is less than five cents out either way |
| The contract return was four to five days ago | This is the return date and time in the contract, not the moment the vehicle actually came back |
| A template is found and active | See Configuration above |
Here is how that plays out. A booking's contract return is Monday at 10:00. The only run that can send its email is the one falling between Friday 10:00 and Saturday 10:00. The booking totals 480.00 euro including VAT, it is invoiced, and the customer paid 430.00 euro rent and a 50.00 euro deposit — nothing outstanding, so the email goes. Had they paid 429.96 euro rent, the four-cent gap still passes; at 429.95 euro the gap is five cents and no email is sent.
There is only one chance
The run checks each booking on that single night. If the invoice is raised on the Saturday, or the last payment lands a day late, the customer is never asked — the app does not try again later.
Reading the list
Return date is the booking's own return date, not the day the customer answered, and the list has no set order — the newest feedback is not necessarily at the top. Use the filter boxes to narrow it down rather than scrolling for a recent answer.
What to do next
Filter on Complaints first and ring those customers back; then look at the lowest ratings. Keep track of any follow-up on a card on Kanban, so a colleague can see it has been handled.
Q&A
Why did a customer never receive the feedback email? One of the conditions under When the feedback email is sent was not met on the one night it could go — most often the booking was not yet invoiced, or not paid to within five cents. Otherwise the template in the customer's language is switched off (see Configuration), or the customer has been excluded from feedback emails; no screen shows that exclusion, so ask your administrator. The email is never sent later. If you speak to the customer, add their comments with Manual feedback.
How do I mark a complaint as dealt with? There is no such field. Do not set Complaints? to No to clear it — that removes what the customer told you. Track the follow-up on a card on Kanban instead.
Why did nobody tell me a complaint had come in? Nothing emails or alerts staff when feedback arrives, with or without a complaint. It only appears on this list, so check the Complaints filter regularly.
Why can a colleague see feedback that is missing from my list? The list only shows feedback on bookings whose pickup location and return location are both among the locations you may work in. A one-way rental that started at a branch you are not assigned to is hidden from you. Ask your administrator to add the location — see Add an employee and set their permissions.
Why are the boxes greyed out, and why is there no Manual feedback button? Your role can read feedback but not change or add it. Both need the Company admin role; ask your administrator.
Why doesn't the bin icon remove a feedback record? No staff role is allowed to delete feedback. If a record is wrong, ask your administrator.
Why does a rating show 8, or 0? The Rating box accepts any whole number, and nothing on this screen checks that it lies between 1 and 5. Open the record and correct it if it was typed in by a colleague.
Where are the cleanliness ratings customers give on a self-service return? Not here. Open the Self service menu screen and click Feedback there.
Is this the same as the feedback form in the app's help? No. That form sends your own comments about RentVisie to its makers — see Checking what's new and getting help. This screen holds what your customers say about their rental.
Related pages:
- Take a vehicle back at the end of a rental — how a booking reaches the status that makes it eligible for the feedback email.
- Confirm a booking — how the other automated email templates work.