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Customer Recovery Metrics

Click here to learn more about Recovered Feedback and Customer Returned metrics

Written by Jaslynn Ekvixaysack

Improvements to existing features as of 10/14/26

Clearer customer recovery metrics

The Business App will better distinguish between customers whose feedback improved and customers who actually returned for another visit.

Recovered Feedback clarifies when a negative SMS rating was subsequently followed by a positive rating.

Saved Customers is a count of customers who responded to the SMS with a negative rating but then came back for another visit.

Updated descriptions help explain why customer recovery metrics differ across reporting views.

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