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RateIt CX Tablet & Portal Operating Procedures

RateIt CX Tablet & Portal Operating Procedures

Owned by Isabella Runge (Unlicensed)
Last updated: Sept 06, 2023
7 min read

https://help.zipline.io/en/collections/5581084-rateit-by-zipline

RateIt Portal

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.

Adding Users to the RateIt Portal

  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 log in

Exporting Data from the RateIt Portal

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

  1. Select your preferred data criteria using the Filters on the left panel

  1. Click the Export button towards the upper right corner of the screen

  1. The system will email you a link to download your CSV export.

Here's a summary of the columns you'll find in the CSV:

  • Location name
    This is the name of the location where the rating was received at.

  • Location ID
    This is a unique ID given to each location.

  • Device ID
    The unique ID of the device that captured the rating (you can also find this on the back of your device(s)).

  • Device Label
    The device label is usually used to help you more easily determine which area of the business each rating has come from when you have more than one device (e.g. "Floor Stand" or "Register 1").

  • Rating Capture Date
    The date the rating was submitted on the device. The timezone will mirror where the device is physically located, regardless of where you were during the exporting process. (E.g. You were in Singapore when you exported the data but the device is physically located in Melbourne, then the timezone of the ratings will take Melbourne's).

  • Rating Capture Time
    The time the rating was given on the device. The timezone will mirror where the device is physically located, regardless of where you were during the exporting process.

  • CX
    The smiley that was selected on the first screen.

  • Category Activity Results
    The category question is given as the column title, while the response is listed below. The possible responses are Awesome, Good, Not Great and Awful (we will only show category questions if there are ratings that have responses to them).
    Note: These fields are only applicable if your profile has category questions included.

  • System Estimated Age
    This is the estimated age of the person giving the rating if biometrics is turned on.
    Note: We are still fine-tuning this system and do not guarantee age estimations for every rating.

  • System Estimated Gender
    This is the estimated gender of the person giving the rating if biometrics is turned on.
    Note: We are still fine-tuning this system and do not guarantee gender estimations for every rating.

  • Response Sent
    The column will say Yes if a member of your team has sent a response to that rating, No if they have not yet sent a response and will be blank/null if they are unable to respond (e.g. if the rating is missing an email address and a comment).

  • CX Score
    The corresponding Numeric CX scores for the Smileys on the first screen (Awesome = 10, Good = 7, Not Great = 4, Awful = 0).

  • NPS
    The Net Promoter Score (NPS) the customer picked.

  • NPS Segment
    The NPS segment that the NPS belongs in (Promoter, Passive or Detractor).

  • Question Asked
    This is the verbatim comment question that was asked (e.g. "Is there anything else you'd like to tell us?).

  • Customer Response
    The response the customer gave to the verbatim comment question that was asked.

  • Response Sentiment Analysis
    This is the Sentiment Analysis assigned by Google (e.g. whether the comment is positive, negative or neutral).

  • Response Sentiment Magnitude
    This score indicates the overall strength of emotion of the comment, between 0 and infinity. The higher the number, the stronger the feeling.

  • Email Address
    The email address given by the customer.

  • Phone Number
    The phone number given by the customer.

  • Extended Contact Signup/Mailing List
    Whether or not the customer selected the "Sign up to newsletter" checkmark (indicating that they have given you permission to be added to your mailing list).

  • Staff Member
    The staff member or other option ("No one" or "I don't know") that was selected for the staff activity
    Note: This field is only applicable if your profile has the staff selection activity included.

  • MultiChoice Results
    Lists each multi-choice question and chosen responses (we will only show multi-choice questions if they have responses attached to them).
    Note: These fields are only applicable if your profile has multi-choice questions included.

  • Response Date
    The date the user responded to the rating/comment.

  • Response User
    The user that responded to the rating/comment

Viewing Ratings

The Ratings Tab is where you’ll find all the ratings and comments your guests have left you.

Filters

Ratings with comments only:

This toggle will allow you to display only ratings with written feedback for you to easily read verbatims and quickly identify actionable feedback.

What, Where, When:

In this section, you’ll be able to choose specific locations and groups (if you have multiple locations), the date range, and the MicroSurvey you’d like to load ratings for.

Rating Filter:

With the Rating filter, you can easily narrow down the results to point out feedback that carries certain types of scores or ratings and immediately identify the ones that require your attention.

Action:

The Action section is where you can instantly view feedback that you’ve already responded to or the ones that have yet to be responded to. Also in this section, you can filter ratings by Completed or Uncompleted Tasks and With or without Notes.

 

Troubleshooting

Managing Offline Rate

❶ The charger has been unplugged

Please check that the USB cable is attached to the device AND that it's plugged into a power point.

Note: Using a USB port vs a power point will not provide enough power to keep your device online!

❷ The charging cable is faulty

The best way to determine whether you have a faulty cable is by trying a different one (you should have received a spare during installation). If the spare works, then you have a faulty cable!

Email support@rateitapp.com, and we'll get a new one out to you asap!

❸ Or, the device is faulty

Believe it or not, this one is actually very rare!

If you've tried the above steps and are confident the device is faulty, please email support@rateitapp.com, and we'll happily arrange a replacement for you!

Daily Checklist

  1. Is your device switched on?

Check that your device is on with smiley faces visible at the start and end of every shift.

  1. Is your device powered up?

Check the cable is plugged into the device correctly and that it is plugged into the powerpoint at all times. As the screens remain on all day and night, the devices run out of power fast!

Cleaning

Required Materials:

  • Chux cloth

  • All purpose cleaner

  • Paper towel

  1. Lightly dampen a chux cloth with all purpose cleaner, ensuring cloth is NOT wet.

  2. Wipe over tablet with chux and dry with paper towel.

  3. Do not get water in buttons and charging port.

Adjusting Tablet Brightness

Contact support@rateitapp.com and they will unlock the tablet so you can complete next steps.

Disable Power Saving mode:

Go to Settings. Tap Battery and device care - you may need to scroll down to show this option. Tap on the Battery option. Turn off Power Saving.

Adjusting the brightness:

Navigate: Settings -> Display. Untick the Adaptive brightness. From the Brightness section, slide the blue bar left or right to adjust brightness.

If you need further assistance, please contact RateIt support via email at support@rateitapp.com