Feedback Collection - Automated Push Notifications
Overview
Feedback Collection is an automated push notification system that requests customer reviews and ratings after they earn stamps or points. By automatically asking for feedback while the experience is still fresh, you can gather valuable insights, identify service issues quickly, and collect positive reviews for your business.
What Feedback Collection does:
Automatically sends feedback requests after customers earn stamps/bonuses
Triggers at a customisable time delay after the transaction (e.g., 3 hours later)
Gathers customer opinions while the experience is memorable
Identifies service issues before they escalate
Collects testimonials and reviews for marketing
Operates completely hands-free once configured
Unlike manual push campaigns that require you to compose and send each message, Feedback Collection runs automatically in the background, requesting reviews from every customer who earns stamps or bonuses without any ongoing effort from you.
Before You Begin
Requirements:
Active Perkstar account with push notification access
Loyalty card(s) created and issued to customers
Customers with installed cards on their devices
Understanding of your optimal feedback timing
Best for these card types:
✅ Stamp cards (triggers when stamps earned)
✅ Reward cards (triggers when points/bonuses earned)
✅ Multipass cards (triggers when visits added)
✅ Cashback cards (triggers when cashback earned)
✅ Any card where customers earn something per transaction
Tip: Feedback requests work best 2-6 hours after the visit, when the experience is fresh but customers have had time to reflect.
Why Automated Feedback Collection Matters
Benefits for Your Business
Continuous improvement:
Identify service issues immediately
Spot trends in customer satisfaction
Address problems before they become reviews on public platforms
Understand what customers love (and what they don't)
Social proof and marketing:
Collect positive testimonials for marketing materials
Gather reviews to share on social media
Build credibility with prospective customers
Generate user-generated content
Customer engagement:
Shows you value customer opinions
Creates two-way communication channel
Builds relationship through active listening
Encourages customers to feel heard and appreciated
Data-driven decisions:
Track satisfaction over time
Measure impact of changes or improvements
Compare feedback across locations or time periods
Make informed business decisions based on actual customer input
Benefits for Customers
Voice and influence:
Easy way to share their experience
Feels valued when opinions are requested
Can report issues directly to business
Sees their feedback can create positive change
Convenient timing:
Automated timing catches them when memory is fresh
Mobile notification makes responding easy
No need to remember to leave feedback later
Quick response option via their phone
Understanding Feedback Collection Automation
How It Works
The automated workflow:
Customer visits your business and makes a purchase
Customer earns stamp(s) or bonus points via scanner app or manual entry
Timer starts (your configured delay, e.g., 3 hours)
System waits the specified number of hours
Feedback push notification sends automatically to customer's device
Customer sees request on their lock screen
Customer can respond (via your feedback system/link if configured)
Completely hands-free:
No manual sending required
Works 24/7 automatically
Every eligible customer receives request
Consistent timing and messaging
Scales effortlessly with customer volume
When Feedback Requests Trigger
Trigger event: Customer earns stamps or bonuses
Triggers for:
Stamp cards: When customer earns stamp(s)
Reward cards: When customer earns bonus points
Cashback cards: When cashback is credited
Multipass cards: When visit is added
Any transaction that adds value to customer's card
Does NOT trigger for:
Card installation (no transaction yet)
Reward redemption (no new earning)
Balance checking (no transaction)
Card updates or changes (no earning event)
Frequency:
Triggers after EVERY transaction where stamps/bonuses are earned
If customer visits twice in one day, receives two feedback requests (spaced by your delay)
No built-in daily limit (consider your timing strategy)
Configuring Feedback Collection Automation
Step 1: Navigate to Push Automation
Log in to your Perkstar account
Click Push in the left-hand menu
The Push Notifications screen opens
Click the Push Automation tab at the top of the screen
The Push Automation configuration screen appears
What you'll see:
Card selector dropdown
Multiple automation tiles (Feedback, Next Visit Reminder, Birthday Congratulations)
Configuration options for each automation type
Step 2: Select Your Card
Choose which card template to configure:
Locate the Card dropdown selector
Click the dropdown to reveal your loyalty cards
Select the card you want to set up feedback collection for
All your created card templates appear in this list:
"Downtown Coffee Shop - Loyalty Card"
"VIP Membership Card"
"Stamp Card - Main Location"
Etc.
Why card selection matters:
Single card businesses:
Select your one card
Configure feedback collection once
All customers receive feedback requests
Multiple card businesses:
Configure each card separately
Different timing or messages per location
Location-specific feedback strategies
Return to card dropdown to configure each additional card
Example: Coffee shop chain with 3 locations
Select "Downtown Location" card → Configure feedback with 3-hour delay
Select "Airport Location" card → Configure feedback with 4-hour delay (customers may be travelling)
Select "University Location" card → Configure feedback with 2-hour delay (student schedule)
Step 3: Locate the Feedback Tile
Once card is selected, automation tiles appear:
Look for the Feedback tile (may also be labeled "Feedback Collection" or "Request Feedback").
The Feedback tile contains:
Enable/disable toggle (top-right corner)
Message field for your feedback request
Timing field (hours after earning stamps/bonuses)
"Apply to Cards" field (shows which cards use this configuration)
Save button
Step 4: Enable Feedback Collection
Turn on the automation:
Look at the top-right corner of the Feedback tile
Find the toggle switch or enable/disable button
Click the toggle to turn it ON (usually turns green or shows "Enabled")
Toggle states:
OFF (disabled): No feedback requests will send
ON (enabled): Feedback requests send automatically after each qualifying transaction
When to disable:
Testing or troubleshooting
Temporarily pausing feedback collection
Seasonal closure or renovation
Want to revise strategy before resuming
Important: Feedback collection will NOT work unless the toggle is enabled, even if message and timing are configured.
Step 5: Compose Your Feedback Message
Write the message customers will see:
Locate the Message field in the Feedback tile
Click in the text box
Type your feedback request message
Keep it friendly, clear, and action-oriented
Message guidelines:
Character limits:
Optimal: 60-100 characters
Maximum effective: 120 characters
Longer messages truncate on lock screens
Tone:
Friendly and appreciative
Non-pushy and genuine
Shows you value their opinion
Makes responding feel easy
Structure:
[Greeting] + [Request] + [Benefit/Thank You] + [Emoji optional]
Effective feedback message examples:
Simple and direct:
"How was your visit today? We'd love your feedback! 😊"
"Thanks for visiting! Quick question—how did we do?"
"Rate your experience! Your opinion helps us improve ⭐"
Appreciative:
"We appreciate you! How was everything today? 🙏"
"Your feedback matters! How was your visit?"
"Thank you for choosing us! How did we do today? 💙"
Incentivised (if you offer rewards for feedback):
"Rate your visit and earn 50 bonus points! ⭐"
"Share your thoughts! Bonus reward for your feedback 🎁"
"Quick survey = extra stamp! How was today? ☕"
Casual/friendly tone:
"Hey! How'd we do today? Let us know! 😊"
"Quick check-in: Everything good today? ☕"
"Loved your visit? Let us know what you thought! 🎉"
Professional tone:
"We value your opinion. Please rate your experience today ⭐"
"Your feedback drives our improvement. How was your visit?"
"Help us serve you better—share your thoughts today 💼"
What to avoid:
❌ "Fill out our long survey" (sounds time-consuming)
❌ "We need your help with..." (makes it about you, not them)
❌ "LEAVE A REVIEW!!!" (too pushy, all caps)
❌ Vague: "Tell us something" (what should they tell you?)
Emoji usage:
One emoji maximum
Relevant to request: ⭐😊🙏💙🎁☕
Place at end of message
Test on actual devices first
Step 6: Set Timing (Hours After Transaction)
Choose when feedback request should send:
Locate the timing field (may be labeled "Request will be sent after setting count hours after earned stamps/bonuses" or similar)
Enter the number of hours after earning stamps when notification should send
Consider your business type and customer journey
Timing field examples:
Enter "3" → Feedback request sends 3 hours after earning stamps
Enter "6" → Feedback request sends 6 hours after earning stamps
Enter "24" → Feedback request sends 24 hours (1 day) after earning stamps
Optimal timing by business type:
Quick service (cafés, fast food, convenience):
2-4 hours after visit
Rationale: Quick transactions, immediate experience
Example: Morning coffee → Afternoon feedback request
Casual dining (restaurants, bars):
3-6 hours after visit
Rationale: Longer experience, time to digest (literally)
Example: Lunch at noon → Feedback at 4-6pm
Retail (shops, boutiques):
4-8 hours after purchase
Rationale: Time to use or appreciate product
Example: Morning shopping → Evening feedback
Services (salons, gyms, appointments):
2-6 hours after service
Rationale: Time to appreciate results
Example: Morning haircut → Afternoon feedback
Entertainment (events, activities):
4-12 hours after visit
Rationale: Longer experiences, time to reflect
Example: Afternoon movie → Evening or next morning feedback
General guidelines:
Too soon (under 2 hours):
❌ Customer may still be on-site (awkward)
❌ Experience too fresh, haven't had time to reflect
❌ May be driving/busy immediately after
Sweet spot (2-8 hours):
✅ Experience still memorable
✅ Customer has time to reflect
✅ High response rates
✅ Authentic, thoughtful feedback
Too late (over 24 hours):
❌ Experience less memorable
❌ Lower response rates
❌ Details forgotten
❌ Other experiences may interfere
Time-of-day considerations:
Morning visit (8am-11am):
Send feedback: Afternoon (2-6pm)
Avoid: Late night (after 9pm)
Lunch visit (11am-2pm):
Send feedback: Afternoon/evening (3-8pm)
Avoid: Very early next morning
Dinner visit (5pm-9pm):
Send feedback: Same evening (8-11pm) or next morning (9am-11am)
Avoid: Middle of night
Test and refine:
Start with 3-4 hours
Monitor response rates
Adjust based on customer behavior
Compare timing impact on feedback quality
Step 7: Review "Apply to Cards" Field
Verify which cards use this configuration:
The "Apply to Cards" field shows which loyalty cards will use the feedback collection settings you just configured.
What this field shows:
List of card(s) associated with this feedback automation
Typically shows the card you selected in Step 2
Confirms your settings will apply to the correct card(s)
Why this matters:
Ensures feedback requests go to right customer base
Prevents accidentally configuring wrong card
Helps manage multiple cards/locations
If multiple cards are shown:
Some systems link cards together
Feedback settings may apply across card family
Verify this is intentional for your setup
If wrong card is shown:
Return to card dropdown (Step 2)
Select correct card
Reconfigure feedback settings
Step 8: Save Your Configuration
Activate feedback collection:
Review all your settings:
✓ Toggle is enabled (ON)
✓ Message is written and proofread
✓ Timing (hours) is set appropriately
✓ Correct card(s) shown in "Apply to Cards"
Click the Save button
Confirmation message appears
Feedback collection is now active
What happens after saving:
Settings take effect immediately
Next customer who earns stamps triggers feedback automation
System will send feedback request after configured delay
Works 24/7 automatically going forward
Important: Changes only save when you click Save. If you navigate away without saving, your configuration will be lost.
Managing Feedback Collection
Editing Feedback Settings
To modify your feedback automation:
Navigate to Push → Push Automation
Select the card from dropdown
Make changes in the Feedback tile:
Update message content
Adjust timing (hours after visit)
Enable/disable toggle
Click Save
Changes take effect for future feedback requests
Changes apply immediately:
Next feedback request uses new message/timing
Already-scheduled requests may use old settings
All future requests use updated configuration
Disabling Feedback Collection
To temporarily or permanently stop feedback requests:
Navigate to Push → Push Automation
Select the card from dropdown
Find the toggle in top-right of Feedback tile
Click toggle to OFF (disabled)
Click Save
When disabled:
No feedback requests will send
Customers earning stamps won't receive feedback automation
Settings remain but are inactive
Can re-enable anytime
When to disable:
Testing other automation types
Revising feedback strategy
Business closure or renovation
Overwhelming customer with too many notifications
Gathering feedback through other channels temporarily
Configuring Multiple Cards
If you have multiple loyalty cards:
Process:
Select Card A from dropdown
Configure feedback for Card A
Save settings
Select Card B from dropdown
Configure feedback for Card B (can be different from Card A)
Save settings
Repeat for each card
Each card can have:
Different feedback messages
Different timing (hours after visit)
Different enabled/disabled status
Independent configuration
Example: Multi-location restaurant
Downtown location card: "How was lunch? We'd love your feedback! 🍴" (3 hours)
Airport location card: "Thanks for dining with us! Quick rating? ✈️" (4 hours, accounts for travel)
Waterfront location card: "Enjoy the view? Tell us about your experience! 🌊" (3 hours)
Best Practices for Feedback Collection
Timing Strategy
Find your sweet spot:
Start with 3-4 hours after visit
Monitor response rates over 2-4 weeks
Adjust timing based on data
Test different times for different days (weekday vs. weekend)
Consider customer schedules:
Business lunch customers: Send 4-6pm (after work)
Breakfast customers: Send 11am-1pm (late morning)
Dinner customers: Send next morning 9-11am
Evening shoppers: Send next morning or same evening
Avoid problematic times:
Very early morning (before 8am) - may wake customers
Late night (after 10pm) - intrusive
During typical work hours if your customers are professionals
During school hours if your customers are parents
Message Crafting
Keep it concise:
Under 100 characters ideal
Focus on one clear ask
Make responding feel quick and easy
Make it personal:
Use "you" and "your"
Reference today's visit specifically
Show genuine interest in their opinion
Create value exchange:
If offering incentive: "Rate us, earn points!"
If not offering incentive: "Help us improve!"
Show their feedback matters
A/B test messages:
Try different approaches with different customer groups
Compare response rates
Refine based on what works
Responding to Feedback
Close the loop:
Actually read and respond to feedback
Address negative feedback promptly
Thank customers for positive feedback
Show their input creates change
Take action:
Identify patterns in feedback
Make improvements based on input
Communicate changes to customers
Recognize staff mentioned positively
Follow up:
For negative feedback: Reach out personally (email, phone)
Offer to make things right
Show you're committed to improvement
Turn detractors into promoters
Frequency Management
Balance with other notifications:
Customers also receive transactional notifications
May receive next visit reminders
Could receive birthday wishes
May get manual push campaigns
Total notification count:
High-frequency customers might receive feedback request after every visit
If customer visits 3x/week, receives 3 feedback requests/week
Consider if this is too much
Monitor opt-out rates as feedback
Managing frequency:
Can't limit feedback requests per customer natively
Could disable temporarily if overwhelming
Consider shorter, less intrusive messages for high-frequency
Use timing to spread notifications throughout day
Measuring Feedback Collection Success
Key Metrics to Track
Response rate:
Percentage of feedback requests that receive responses
Industry average: 5-15%
Higher is better
Track over time to see trends
Feedback quality:
Are responses detailed or just ratings?
Do customers provide actionable insights?
Are responses thoughtful or rushed?
Timing impact:
Compare response rates at different hours-after-visit
Does 3 hours work better than 6?
Adjust based on data
Message effectiveness:
Test different message versions
Compare response rates
Identify what language resonates
Using Feedback Data
Identify trends:
Recurring complaints or praise
Common themes across feedback
Specific staff, products, or services mentioned
Time-based patterns (busier times = lower satisfaction?)
Make improvements:
Address common issues
Enhance what customers love
Train staff based on feedback
Adjust operations or offerings
Share success:
Use positive feedback in marketing
Share testimonials on social media
Feature customer quotes on website
Thank customers publicly (with permission)
Staff recognition:
Share positive feedback with team
Recognize staff mentioned by name
Use feedback in performance reviews
Celebrate improvements based on customer input
Troubleshooting
"Feedback requests aren't sending"
Check these settings:
1. Toggle is enabled:
Go to Push → Push Automation
Select your card
Verify Feedback tile toggle is ON
Save if you made changes
2. Customers earning stamps/bonuses:
Feedback only triggers when customers earn stamps/points
Verify transactions are actually happening
Check that scanner app or manual entry is working
3. Timing hasn't elapsed yet:
If you set 6-hour delay, wait 6 hours after transaction
Check when last transaction occurred
Patience—automation takes time
4. Customers have installed cards:
Push notifications only work for installed cards
Verify customer card status is "Installed"
Check that customers didn't delete cards
5. Save button was clicked:
Configuration doesn't activate until saved
Return to Push Automation and click Save
Verify confirmation message appeared
"Customers report not receiving feedback requests"
Standard delivery troubleshooting:
Device settings:
iOS: Wallet notifications enabled
Android: May not support feedback automation (check system requirements)
Notification permissions granted
Card status:
Customer's card must be "Installed"
Card must be updated with latest settings
Check Latest Updates on customer card
Connectivity:
Customer device had internet connection when request sent
Notification queues if offline, delivers when reconnected
See: "Troubleshooting Push Notification Delivery Issues" article for complete diagnosis.
"Getting low response rates"
Possible causes and solutions:
Timing is off:
Too soon or too late after visit
Test different hours-after-visit
Consider customer daily schedules
Message isn't compelling:
Too generic or boring
Doesn't create urgency or value
Revise with more engaging language
Test different message approaches
Survey process is too complex:
If linking to survey, make it SHORT
Mobile-optimized survey required
1-2 minutes maximum
Consider simpler rating system
Feedback fatigue:
High-frequency customers tired of requests
Every-visit requests feel excessive
Consider messaging strategy for regulars
Space requests intelligently if possible
No visible action taken:
Customers don't see their feedback creating change
Share improvements based on feedback
Close the loop—show you listened
Thank customers and report back
"Feedback requests sending at wrong times"
Check timing configuration:
Verify hours setting:
Confirm "hours after earned stamps" field
Is it set to your intended delay?
Save changes if adjusted
Time zone confusion:
System may use different time zone
Account settings may affect timing
Transaction timestamp determines delay start
Transaction time vs. request time:
If customer earned stamp at 8am with 4-hour delay
Feedback sends at 12pm (noon)
This is correct behavior—verify expectations
Solution:
Adjust hours-after-visit setting
Test with yourself to verify timing
Save changes and monitor
Advanced Strategies
Incentivising Feedback
Offer rewards for responses:
"Rate your visit, earn 50 bonus points!"
"Share feedback, get an extra stamp!"
"Quick survey = free coffee next visit!"
Benefits:
Dramatically increases response rates
Shows you value their time
Creates positive association with feedback
Considerations:
Costs (giving away rewards)
May attract less thoughtful feedback
Balance incentive value with budget
Track ROI of incentivised vs. non-incentivised
Segmenting Feedback Timing
Different timing for different customer types:
High-frequency customers (visit often):
Shorter delay (2-3 hours)
Keeps engagement high
Captures immediate reactions
Occasional customers:
Longer delay (4-6 hours)
Gives time to reflect
More thoughtful responses
First-time customers:
Medium delay (3-4 hours)
Critical feedback for first impression
Opportunity to address issues quickly
Limitation: Current system may not support segment-based timing natively. Consider creating separate cards for different customer types if this is crucial.
Combining with Other Touchpoints
Multi-channel feedback strategy:
Push notification (immediate):
Quick pulse check
Low-friction response
High visibility
Email (24 hours later if no response):
More detailed survey link
Longer-form feedback option
Reaches those who missed push
In-person (next visit):
Verbal check-in: "How was everything last time?"
Face-to-face relationship building
Immediate service recovery opportunity
Benefits of multi-channel:
Captures more feedback overall
Meets customers where they are
Shows commitment to improvement
Higher total response rate
FAQ
Q: Can I send feedback requests only to certain customers? A: Feedback collection automation sends to all customers who earn stamps/bonuses on the configured card. You cannot segment within automation. For targeted feedback requests, use manual push campaigns to specific segments instead.
Q: How many feedback requests will a customer receive? A: Customers receive a feedback request after EVERY transaction where they earn stamps/bonuses. If they visit 5 times, they receive 5 feedback requests (each delayed by your configured hours). There's no built-in daily or weekly limit.
Q: Can I link to an external survey in the feedback message? A: Push notifications have character limits and may not display links optimally. If you want to link to a survey, keep the message short and include a clear shortened URL. Test thoroughly on actual devices to ensure it displays correctly.
Q: What if a customer earns multiple stamps in one transaction? A: They receive ONE feedback request, not multiple. The trigger is the transaction event (earning), not the quantity earned.
Q: Can I disable feedback requests for specific customers? A: No. Feedback automation applies to all customers with the configured card. You cannot exclude individuals. If a specific customer objects, they can disable push notifications on their device.
Q: Do feedback requests work on both iOS and Android? A: Yes, feedback push notifications work on both platforms, unlike geo-push which is iOS-only. Ensure customers have notifications enabled on their devices.
Q: What happens if I change the message after it's been running? A: New message takes effect immediately for future feedback requests. Customers who already had requests scheduled with old message will receive old version. All future requests use new message.
Q: Can I see who responded to feedback requests? A: This depends on how you collect feedback. If linking to external survey, check that platform's analytics. Perkstar may show notification delivery but not necessarily response tracking—check your Reports/Analytics section.
Q: Should I offer incentives for feedback? A: It depends on your goals. Incentives increase response rates significantly but may attract less thoughtful responses. Test both approaches and measure feedback quality and quantity to decide what works for your business.
Q: Can I automate follow-up messages for negative feedback? A: Not within the Feedback Collection automation itself. For follow-up, you'd need to: (1) Manually reach out via email/phone, or (2) Create separate automation if your system supports conditional logic based on feedback scores.
Related Articles
Push Notifications - How Automated Messages Work - Complete automation overview (all types)
Next Visit Reminder Automation - Automated re-engagement notifications
Birthday Congratulations Automation - Automated birthday wishes
Sending Push Notifications to All Customers - Manual push campaigns
Troubleshooting Push Notification Delivery Issues - When notifications don't reach customers
Customer Profile Management - Managing customer data and feedback
Need help with Feedback Collection automation? Contact support for assistance with configuration, timing strategy, or troubleshooting delivery issues.