Your Feedback Survey - Client FAQs & Answers

Your Feedback Survey - Client FAQs & Answers

I forgot my password, what should I do? 

Click on the “forgot password” link, and it will bring you through a wizard to reset your password. If you don't have access to a YFS account, please email support@tutordoctor.com. 


How do you configure the surveys to go out? 

You don’t have to do a thing – it is automatically sent through BANG. It goes out after the first 6th approved session report. The surveys all go out on Wednesdays at midnight. 

 

How do I stop surveys from going out? 

You can checkmark the preference in their BANG profile, "Don't send YFS Survey" but we don't recommend check marking it for a new client unless they explicitly say they don't want to receive YFS surveys. 

 

I don’t have any survey responses – what should I do? 

Not all customers respond – you may get a 25% to 30% response rate. You can talk about YFS during your consultation process so your clients are aware of our internal feedback system when they complete their first 6th approved session report. 

 

Can I see a list of people who have received the survey? 

You can only see the people who are responding at this time. 

 

I want my Team Member (Administrator) to have access to YFS. What should I do? 

You can create additional logins for your staff by going to your settings page > users > add new user. 

 

What are my login details? 

Your login details are sent to you by the Support team, during or before your franchisee training.

 

How do I change the Social Media links, or do I have to keep the corporate links? 

You can customize this for your own location. Go to Settings > Feedback Configuration > Social Media Reviews.

 

How do I preview the survey? I want to see how it looks.

Go to Settings > Preview Email Feedback Request. 

 

Will the reviews be available on my website? 

This will be available on www.tutordoctorreviews.com. Your region will populate in this webpage only after receiving 4 reviews with comments from Promoters (rating your service 9/10 or 10/10).

 

I resolved the issue with the client who rated me badly – can I resend the survey? 

Yes, you can resend a survey to a client after you set a plan with the client. You can go to the Clients tab > and click on "Resend" near the review. Once the client fills out the survey, the new score will replace the old score. This is a great way to improve your local NPS score. 

 

Can I do personalized surveys to each client? 

Not at this time, but the automated follow-up question changes based on the rating that the customer gives.