Customer feedback

After your business has an interaction with a customer on Twitter, you may want to ask them questions to measure the effect that experience had on the customer. Customer Feedback Cards makes it easy to ask survey questions immediately following a Direct Message conversation with a customer. Twitter saves your customers’ responses and makes them available to you (likely via the customer service tool that sent the Cards). 

How does it work?

Approved businesses can create Customer Feedback Cards questions and collect customer responses using one of the services in our ecosystem of customer service solutions. Currently, these solutions are the only way to take advantage of Customer Feedback Cards. Each solution has its own way of helping you determine how and when to request feedback, as well as unique ways of displaying and analyzing the results.

Can I create Customer Feedback Cards without using a third-party solution?

Unfortunately not. Currently, the only way to create Customer Feedback Cards is through one of Twitter’s ecosystem customer service solution providers.

Is Customer Feedback displayed after every interaction with a customer?

The frequency of creating Customer Feedback Cards depends on how the ecosystem partner has implemented the workflow into their particular product. You should work with your preferred provider to configure when and how often feedback requests are sent.

What questions are available in Customer Feedback Cards?

Currently Customer Feedback Cards enable you to ask 2 questions: a customer satisfaction question, or a Net Promoter question.

“Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.”

  1. How would you rate your experience with <business>?
  2. How likely are you to recommend <business> to a friend?

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