Asking Permission to Use Comments

Client Feedback Tool does not offer the ability to add a permission to use comments check box.  However, we do have recommendations.

Why we do not offer the permission checkbox option:

1. When you provide someone the option of giving permission for their comments to be used, the true client sentiment is at high risk of being skewed or masked.  In other words, there are things that client may have said otherwise, that will no longer be brought to light.  Also at risk here is the client not providing comments at all due to worry that their comments will end up in the yes bucket by mistake.  Knowing and understanding true client sentiment is how we grow; either by improving where we fall short or progressing where we stand tall.
2. Follow up is the most important part of the Client Feedback Tool platform, as it is with any client listening / voice of client program.  Here at Client Savvy, we encourage reaching out to your clients to talk about the responses they have provided.  These calls are the opportune time to request permission to use their comments for other purposes / initiatives.  Providing the check box option removes this important client touch point.

Recommendation 1: Tag Reply

• Tag Reply is a tagging system within Client Feedback Tool that allows you to add a hashtag to client responses on the Answers Report.  You can then filter and report according to the hashtags you create.
  • You may consider: Once your team follows up with a client and permission is granted (verbal or written) to use their comments, you could then go into CFT and add the hashtag #permissiongranted to the clients responses, thus documenting that clients permission for you to use their comments.

How to Use Tag Reply feature

The Tag Reply feature only appears on the Answers Report within each comments box.

Any user with access to the survey can click Tag reply and mark that response with a tag(s).  If a tag exists, it can be selected from the autocomplete dropdown that appears below the comments box.  If a tag does not exist, it will be created and a # (hashtag) will automatically be added to the beginning of the word(s).

Tags can then be used when running reports: filtering by Tags in the Basic Filters box under Date Range.

Recommendation 2: Open Comments

Should you still want to provide your clients a way via the Client Feedback Tool to give permission for use of their comments, consider one of the two following open comments questions.

Consideration 1:  Do we have your permission to use your comments for marketing purposes? Please answer yes or no in the text box below.

Consideration 2:  Do we have your permission to use your comments for marketing purposes?  If selected, we will reach out to you directly prior to publication.  Please answer yes or no in the text box below.