1. What is this feature for?
You can ask a set of questions when someone makes a booking to capture essential information about your attendees. By default, we will always ask:
Medical/Allergy Information
Photo/Video consent
Customer marketing consent (specific to your activity business)
In addition to the above and based on your specific needs, you can add a variety of other questions to your activities.
2. How do you collect this information?
Once a booking is made, a series of emails will be triggered to capture this data. These emails will be sent to your customers at the following intervals:
Immediately after booking
48 hours before the first session
24 hours before the first session
Included within the email is a link to the questionnaire where your customers can submit their responses. Once submitted, we won't ask your customer again until they make a new booking.
For registered users, previous information will be pre-populated next time they open the link, making it quicker and easier to submit.
3. How do I add extra questions?
You can do this in the add or edit flow for any activity:
Simply navigate to the Booking Questions tab and click Add Question
Then, select the question you want from the drop-down
You can contact customer support if your question is not in the list
Here's some key information:
You can customise your set of questions activity by activity
You can add up to 10 extra questions
Booking questions can be dragged and re-ordered as much as you like
You can click the preview button to see how your questionnaire will look
Booking questions can be deleted or re-added any point if you wish to stop collecting responses
Even if you delete a question, you will still be able to see previous responses next to relevant bookings
Some questions collect responses specific to each attendee, and some collect just one response from the customer
4. Switching the feature on
When you are happy with the questions you have set up for each of your activities, it's time to turn the feature on and start collecting responses!
You can turn this on in the Booking Questions section within the Settings:
Note:
When this feature is switched on for the first time, an email with the questionnaire link will be sent to all of your customers with an upcoming session, regardless of when they booked.
If you add or remove extra questions after turning this on, only customers who make new bookings after the changes are made will be impacted.
5. How can I view responses to the questions?
Booking question responses can be found in the following locations:
Bookings overview
Class register export (it is no longer in the bookings export)
Check-in Register
Responses are collected for every booking. This means that if a customer responds differently on two different occasions, you'll be able to see this next to the respective booking.
Here's how to view responses in the attendee information pop-up:
In the bookings view, simply click on a booking, and then click "View Details"
In the check-in register, simply click on an attendee's name
It will look like this:
The medical icon is visible in the bookings page and register next to all attendee names.
Grey = Customer has not completed the questionnaire
Red = The attendee has submitted medical information to be aware of
Green = The attendee has no medical conditions
FAQs
FAQs
What to do if the form has not been completed before the session starts?
Customers are reminded up to three times before the start of each session to complete the additional information form, the medical icon will remain grey until it has been completed.
If the customer has not filled in the details before the session starts and upon arrival states that the attendee has medical conditions it's up to you (the activity provider) to decide whether you are comfortable with the attendee taking part in the session.
If this is a repeated issue for you, or you require guaranteed responses due to Ofsted regulations, please get in touch with our customer support team who can help.
If you cannot accommodate the attendee and need help with refunding or moving the booking please get in touch with our customer success team and they'll be happy to help.
What happens if I turn off the feature?
Once the feature is turned off customers will no longer be asked to provide medical information, photo/video or marketing consent but the data already collected will remain visible in your account.
Can I enable the feature for just one or two questions?
Not yet! When the feature is turned on, we will always ask customers to provide medical information, photo/video, and marketing consent by default. Then, you can add up to 10 more questions.
Will the customer be able to unsubscribe from my marketing emails directly with their Pebble account?
No. Pebble doesn't manage the marketing opt-in status of the customer to your marketing emails. If a customer would like to unsubscribe they will need to get in touch with you directly and it is your responsibility to keep this consent up to date.
We value your input and are always looking for ways to improve our communication and services.
If you have any questions or feedback, please don’t hesitate to contact our CS team at support@bookpebble.co.uk or on the live chat support.