Track satisfaction and run polls

In the dashboard menu, click Satisfaction. At the top right you pick the period: Day, Week or Month. Ratings come in when customers complete a transaction and rate their visit; if there are none yet for the period, you’ll see No feedback yet.

1234

×

1. Satisfaction, in the menu
2. Day, Week or Month
3. Average mood
4. Google reviews

• Average mood: the average rating, from 1 to 5.
• Google reviews and Reviews tapped: how many customers were asked for a review and how many tapped the button to leave it on Google. The final review on Google can’t be measured; the tap can.
• Response rate, next to the period’s total responses.
• Negative alerts: negative ratings that are still unanswered.
• Recent comments: filter by Positive (4 or 5), Neutral (3) or Negative (1 or 2).

123

×

1. Response rate
2. Negative alerts
3. Comment filters

In Reward for rating you pick a coupon from your rewards catalog. Customers get it the first time they rate their visit: once per customer, and only on visits with a transaction. Pick No reward to turn it off. The change saves as soon as you pick.

1

×

1. The chosen reward

Polls are your own questions, which customers answer right after their visit. They have their own page: in the menu, click Polls. At the top you filter by All, Drafts, Active or Ended. Each poll shows its status, how many questions it has and its actions: See results, Edit, Activate or End poll, Duplicate as draft and, on drafts only, Delete.

1234

×

1. Polls, in the menu
2. Create poll
3. Status filters
4. Each poll's actions

Click Create poll. In New poll:

• Poll title (only you see it): to recognize it in the list; customers don’t see it.
• Questions: up to 5. For each one you pick the Question type: Yes / No, Single choice (2 to 6 options), Score 1–5 or Free text.
• After this answer: Go to the next one, skip ahead to a later question, or End the poll.
• Reward (optional): a reward from your catalog for customers who answer. Only customers with a Lola account get it.

Click Save draft to finish later, or Activate poll to launch it.

1234

×

1. Poll title
2. Question type
3. After this answer
4. Reward (optional)

On an active or ended poll, click See results, the bar chart icon. You’ll see:

• Response rate, Completion among starters and the total Answers.
• The Funnel: how many were shown the poll and how many started, completed, declined or abandoned it.
• Per question: how many saw and answered each question, and how the answers split. Free-text answers aren’t aggregated.

When you don’t want more answers, click End poll. To run it again with changes, use Duplicate as draft.

123

×

1. Response rate
2. Funnel
3. Per question