Feedback & Review Collection Process

For Customer Experience, Marketing, Sales, and Support Teams

1. Purpose of This SOP

To define:

How Cashkr collects customer feedback after order completion
How reviews are gathered across platforms
How negative feedback is handled
How reviews are sent to Marketing for publication
How Ops uses feedback for vendor quality evaluation

This ensures:

✔ Continuous service improvement
✔ High trust-building across platforms
✔ Standardized customer communication
✔ Unified internal workflow

2. When Feedback Is Collected

Feedback is collected at three key touchpoints:

A. Immediately After Order Completion (Primary Point)

Triggered once payment is successful.

App pop-up
WhatsApp message
SMS link

B. 2 Hours After Completion (Reminder)

Automated reminder to leave a review.

C. 24 Hours Later (Last Follow-up)

Final attempt to get feedback or a public review.

3. Types of Feedback We Collect

1. Internal Experience Feedback (CX/Internal Use Only)

Rating (1–5 Stars)
Comments
Vendor behaviour rating
Pickup experience
Payment speed rating

2. Public Reviews (Marketing Use)

Google My Business (GMB)
Play Store
App Store
Website testimonials
Social media reviews

3. Negative Feedback (Ops/CX Escalation)

Service delay
Vendor behaviour
Wrong inspection
Payment issues
Missed pickup

4. Automated Feedback Collection Flow

STEP 1 — Order Completed (Payment Successful)

System triggers “Feedback Request”.

STEP 2 — Customer Receives Message

WhatsApp/SMS Template:
“Thank you for selling your device on Cashkr! Please rate your experience.”

Buttons:
⭐ Rate Experience
📝 Write a Review
🔁 Need Help? Contact Support

STEP 3 — Customer Submits Rating

Options:

5 Star
4 Star
3 Star
1–2 Star

STEP 4 — Routing Logic

Rating	Action
⭐⭐ 1–2 Stars	Escalate to CX team
⭐⭐⭐ 3 Stars	Ask for detailed feedback
⭐⭐⭐⭐ 4 Stars	Ask for public review
⭐⭐⭐⭐⭐ 5 Stars	Redirect to Google Play/GMB

5. Manual Feedback Collection (For High-Value Orders)

CX or Sales must call:

High-value transactions
Corporate customers
Complaints resolved
Repeat customers

Call Script:

“We’d love to know how your experience was with Cashkr today. Your feedback helps us improve our service.”

6. Public Review Collection Process

A. After Positive Rating (4–5 Stars)

Customer receives:

WhatsApp/SMS Link:
“Thank you! Would you like to support us with a quick review on Google?”

Link points to:

GMB review link
Play Store/ App Store link

B. Marketing Team Actions

Marketing collects:

Screenshots of reviews
Sentiment analysis
Weekly review summary
Uploads best reviews to social media

7. Negative Feedback Handling Process (1–2 Stars)

Negative reviews go through strict internal SOP:

STEP 1 — CX Receives Alert

System flags negative review.

STEP 2 — Contact Customer Within 15 Minutes

Script:
“Hi, we noticed you had an issue. We’re here to resolve it immediately.”

STEP 3 — Understand Issue

Categories:

Vendor behaviour
Pricing issues
Payment problem
Delay
Wrong inspection
Miscommunication

STEP 4 — Resolve or Escalate

Vendor Ops (if vendor issue)
Finance (if payment issue)
Tech (if app/website issue)

STEP 5 — Ask for Updated Feedback After Resolution

“Your issue is resolved now. If you feel your experience has improved, we’d appreciate an updated rating.”

8. Review Publishing Workflow (Marketing)

STEP 1 — Collect Reviews

From:

GMB
Play Store
App Store
Internal feedback
Social media DMs

STEP 2 — Shortlist Valid Reviews

Criteria:

Genuine
Positive sentiment
Clear value
Mention Cashkr service
Relevant to phones/laptops/tablets/macbooks

STEP 3 — Add to Creative Template

Marketing team adds:

Reviewer name
Review text
Rating
Highlight graphics

STEP 4 — Publish on Platforms

Instagram stories
Instagram feed
Website testimonials
Carousel ads
Trust badges on homepage

STEP 5 — Store in ‘Review Replies’ Folder

As per existing company practice.

9. Vendor Feedback Collection (Internal)

Each order also collects:

Vendor behaviour rating
Vendor timeliness score
Vendor professionalism rating

Vendor Ops uses this to:
✔ Take action on SLA violations
✔ Identify top performers
✔ Trigger vendor hold/deactivation for repeated complaints

10. Touchpoint-Based Feedback Questions

A. After Pickup

“How was the pickup experience?”

B. After Payment

“Was the payment smooth and instant?”

C. After Issue Resolution

“Did our team resolve your concern properly?”

D. After Vendor Replacement

“How was the new vendor experience?”

11. Weekly Feedback Analytics (CX + Marketing)

CX collects:

Total feedback count
% Positive reviews
% Negative reviews
Most common complaint
Vendor issues flagged

Marketing collects:

GMB review growth
App rating trends
Sentiment heatmap
Weekly social proof assets

12. One-Page Summary (Training Card)

Feedback Collected At:

Order completion
2-hour reminder
24-hour reminder

Positive Feedback → Ask for public review

Negative Feedback → Immediate CX intervention

Feedback Types:

Pickup experience
Vendor behaviour
Payment speed
Overall satisfaction

Outputs:

Better CX
Better vendor management
Better marketing content