RateIt Portal Onboarding Guide

RateIt Portal Onboarding Guide

While the RateIt Portal (your online dashboard) is super easy to use, there is a lot to learn (particularly during your first couple of weeks to us) so we've put together this handy guide that will walk you through everything you need to know about how to use and manage the portal and your users.

In this guide you will learn how to:

  1. Navigate the insights dashboard
  2. View your individual ratings
  3. View your verbatim comments 
  4. Responding to your customers
  5. Add and manage your users
  6. Manage your ratings and feedback
  7. Export your raw data to CSV
  8. Manage your email notifications


1. Navigating the insights dashboard 

The  My Insights page (your primary insights dashboard) is what you'll see when you first log in to the RateIt Portal and is where you'll find an overview of how your CX and NPS scores are tracking overall as well as how you're tracking in certain areas.

Here's a breakdown of the info you'll find on the insights page:

Overall CX and NPS Scores

At the top of the My Insights page are your overall CX and NPS Scores. By default we'll show you your scores based on the past 30 days of ratings but you can customise the date range when needed:

Tip: Hover your cursor over the percentages to see how many ratings have contributed to that result.

NPS Trends

Next, you'll find your NPS Trends which gives you a high-level view of how your NPS is tracking on a daily, weekly and monthly basis and is a great way to pick up on trends (e.g. in the image below, you can see that our NPS has been trending downward each week).

NPS Leaderboard

If you have access to more than one location, the NPS Leaderboard will show you how each location is performing against one other.

Category Trends

For those of you who use a category based questionnaire, you will have access to a graph which shows you how each category (e.g. wait times, team friendliness, product range etc.) is trending in relation to your chosen date range (by default, we show you the last 30 days with a weekly view).

Category Leaderboard

If you have access to more than one location, the Category Leaderboard will show you how each location is performing against one other in relation to each category.

Multi Choice Breakdown

For those of you who use a multi-choice based questionnaire, you'll have access to individual breakdowns of each of the key drivers behind the scores your customers give you for each question they are asked.

The sample below shows a breakdown of the reasons why customers gave an NPS of a 9 or a 10:

Tip: You can click the Show Trends button to display the Trend Graph for each driver!


2. Viewing your individual ratings 

The Ratings tab (located within the white toolbar along the top of the page) is where you'll find all of the ratings your customers have left you. Leaving verbatim comments (a personalised message written by a customer) is not required, so if a customer chooses to rate their experience but has chosen not to leave a verbatim comment, their rating will appear in this tab.


3. Viewing your verbatim comments

The Comments tab (located within the white toolbar along the top of the page) is where you'll find all of the ratings that contain a verbatim comment and is also where you'll go to reply to customers who have left an email address (more on this below!)


4. Responding to your customers

As mentioned above, the Comments tab is where you'll go to reply to customers who have left an email address. There are a few different ways you can reply to your customers:

Respond to each customer one at a time

This is the most popular way to respond to customers as it allows you to create a personalised response specific to each customer and the feedback they have left.

To send a personalised response:

  1. Click the blue Respond button to the right of the message you'd like to respond to 
  2. Click the Create New Response button to write a personalised response (recommended)
  3. OR, choose a template from the list to the left (instructions outlined below)
  4. Click the blue Send Response button to send your message


Respond to multiple customers at once

If you're pressed for time and there are multiple comments of a similar nature, you can select multiple comments and send the same response to each of them.

To respond to multiple customers:

  1. Use the tick box to the left of each message you would like to respond to
  2. Click the blue Respond to all selected button 
  3. Click the Create New Response button to write your message
  4. OR, choose a template from the list to the left (instructions outlined below)
  5. Click the blue Send Response button to send your message


Respond to ALL customers simultaneously

If you don't wish to send a personalised or a similar response to any of your customers but would like to acknowledge their feedback, you can select all comments that you haven't responded to and send a general email to all of them at the same time.

To respond to all customers simlutaneously:

  1. Choose the Select All tick box to select all un-responded messages
  2. Click the blue Respond to all selected button 
  3. Click the Create New Response button to write your message
  4. OR, choose a template from the list to the left (instructions outlined below)
  5. Click the blue Send Response button to send your message


Creating response templates

In addition to creating personalised responses, you can also create templates which are handy if you find yourself sending out similar messages to multiple customers on a regular basis. We've also included a few templates of our own which you can either use, customise or delete.

To create and edit email response templates: 

  1. Click into the Comments tab along the top toolbar
  2. Click the Respond button next to any active comment (don't worry, you won't need to send a reply, unless you want to!)
  3. Click the Create New Response button on the left hand side
  4.  Add a subject line (this will be visible to your customers) and write your message
  5. Click the Create button down the bottom to ensure your new template is saved

Some other handy things to note:

  1. A red dot will appear on the Comments tab (1) when you have customers waiting on a reply
  2. You can use the Groups & Locations (2) drop down menu to view comments associated with a particular location(s)
  3. By default, all comments are shown, sorted by newest at the top - use the drop down menu (3) to change how you'd like to view your messages (e.g. show all unanswered messages)


5. Adding and managing your users (Super Users only)

Adding users to the portal couldn't be easier, but you'll want to have a good grasp on the different types of access levels you can grant your portal users before you start to add them:

Here's a summary of the different access levels:

Super Users 

Think of Super Users as company admins who have unrestricted access to the RateIt portal. Super Users can:

  • Add and manage additional portal users
  • View all data for all of your locations 
  • Manage ratings (more on this below)

Tip: Super User accounts are best suited to high-level managers (e.g. the project leader, customer service etc.) and company executives (e.g. the CEO, General Managers etc.)

Standard Users

Think of Standard Users as company admins who only require limited access to the portal and locations. When adding a Standard User, you can:

  • Assign specific locations (or all locations within the company) to their account
  • Allow them to respond to customer feedback (by TICKING the 'Can reply' check-box (6)
  • Grant them 'Read Only' access to their locations/feedback by UN-ticking the 'Can reply' check box (6)
  • Allow them to manage their own ratings (6) - more on this below

Adding Users to the RateIt Portal

Now that you're familiar with the different access levels you can choose for users, you're ready to start adding your team:

  1. Click  Settings from the top menu
  2. Click  User Access from the menu to the left
  3. Click  Add a new portal user
  4.  Choose whether you want to add a  Super User or a Standard User
  5. Fill in the relevant fields (if you're adding a Super User click  Add User and you're done!)
  6. If you're adding a  Standard User you'll also need to choose whether they are able to respond to customers and manage ratings
  7. Select which locations you'd like the user to have access to
  8. Done!

Note: The new user will then receive an account activation link via email where they can set their password and login!


6. Managing your ratings and feedback

We have an advanced validation system in place that help us filter out junk/spam ratings such as:

  • Offensive language
  • Children playing with the device
  • Staff members trying to increase their scores
  • Gibberish/unintelligent comments (e.g. dhkjdsfbss)

However, it's not a perfect system and will not be able to detect ALL of the junk ratings that users submit. To combat this, Super Users and approved Standard Users can use the 'Ratings Manager' which allows you to manually invalidate junk ratings that slip through the cracks.

Learn more about our validation system here.

How to use the Ratings Manager:

Feel free to watch this quick video of how to use the ratings manager, otherwise, follow these easy steps:

1. Click the  Ratings tab (1) along the top toolbar of the RateIt Portal

2. From there, click the  Manage Ratings toggle (2) to enable the editor

3. Locate the rating you'd like to remove/invalidate

4. Click the  Mark as Invalid (4) button to the right of the rating

5. When you're done, click the  Manage Ratings toggle again (5) to turn off the editor

Times you might like to use the Ratings Manager:

  • A staff member forgot to enable Demo Mode and their test ratings came through
  • A child was playing with the device and their ratings came through
  • The rating isn't relevant to your company but passed our validation system

Note: The power is in your hands ...but use it wisely…as your name and email address will be linked to the rating you mark as invalid ;) 


7. Exporting your raw data to CSV

The CSV export function is handy if you would like to use the raw data to either upload your feedback to a third-party tool (such as Salesforce) or if you would like to create your own internal graphs and reports.

To export your data:

1.       Log in to the RateIt Portal and head to the Ratings tab 

2.       Select your preferred data criteria using the grey Ratings drop-down menu

3.       Choose your date range using the grey Date Range drop-down menu

4.      Click the Export to CSV button towards the right of the screen

5.       Our system will then email you a link to download your CSV export

Note: The exporter will export the data based on the criteria you currently have active at the time of exporting.

Click here for a  detailed summary on how to read your CSV export file.


8. Managing your email notifications

There are a variety of email notifications you can enable or disable for your account:

All Comments
You will receive an email each time a verbatim comment has been received at the location (or locations) you have access to.

Note: This includes ALL comments, regardless of whether it was positive or negative in sentiment.

Negative Ratings
You will receive an email each time a negative RATING has been received at the location (or locations) you have access to - regardless of whether a written comment has been attached to it.

Note: A negative rating is a rating that has a CX score of Awful or not great, or the NPS is less than 5.

Daily Reports (On by default)
You will receive an email each morning with a summary of how your locations tracked for the previous day. This includes a breakdown of how many ratings were received, key comments as well as a summary of offline devices.

Weekly Reports (On by default)

You will receive an email each Monday morning with a summary of how your locations tracked for the previous week. This includes your weekly NPS + CX scores, leaderboards for your locations as well as an overview of the key comments received for the week.

Offline Device Alerts
You will receive an email alert every time one of your devices comes offline including some general details around what caused this to happen (e.g. lost internet connection / low battery etc.)

To update your email preferences:

  1. Head to Settings via the top right hand corner of the My Insights page

  2. Click into My Email Notifications from the left-hand column

  3. From here you can either enable or disable the various email notifications as desired


Did you find this guide helpful?

We created this doc in order to provide you with helpful tips and suggestions that ensure you’re set up for long term success with RateIt.

Have we achieved this for you or did we miss the mark?

Let us know by emailing us over at support@rateitapp.com!

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