How Visitor Feedback Works

This guide explains how it all fits together. For one job at a time, the short articles in this topic have the exact steps.

Feedback and Reviews

Ask visitors how their visit went, follow up the low scores, and answer public reviews on Agoo Reviews, where real visits carry the strongest label.

Agoo has three kinds of feedback, and they never mix:

• Feedback to Agoo is what you and your colleagues tell Agoo about Agoo. It's available now: see Feedback to Agoo.
• Feedback is what your visitors and customers tell you, privately, after a visit or a booking, or from a poster. It's in Console → Feedback.
• Agoo Reviews is an open public review site at agoo.reviews, where anyone with a confirmed account can review any business. If you serve the public, your organisation gets a page there after notice. Reading is open now; accounts, reviews and listing open at the public opening.

What We Hold To

• One message per visit. A visitor is asked for feedback once, on your channel order, with one reminder at most. If you also turn on review invitations, they're a message of their own, sent once per visit with their own delay and one reminder at most, and anyone can stop either.

• Honest numbers. Every score shows how many answers it rests on and how it was made. Poster answers are reported apart from invited ones.

• Private stays private. What visitors tell you in a survey never feeds your public score on Agoo Reviews.

• No review gating. When you invite public reviews, you invite everyone, whatever they told you privately. You can't choose who is asked by their score.

• The same rules on every plan. Your page, every branch's listing, replies, flags and legal notices on Agoo Reviews are free on every plan. Money buys reach and tools away from the page (more invitations, widgets, insights, AI reply drafts, the API), never a better score, a higher place in search or a different-looking page.

• Ask visitors for feedback: Surveys after visits and bookings, posters, questions and channels.

• Results and follow-up: Read results honestly, get alerts for low scores and close the loop.

• Agoo Reviews: Your public page, its labels, replying and flagging.

• Review invitations and tools: Invitations, the review poster, website widgets, insights, AI reply drafts and the weekly emails.

• Review cases: Problems customers raised in their reviews, worked by your team under Public reviews › Cases: an owner and a date, notes, the private conversation and the customer's own answer. A case opens by itself for a review of 1 or 2 stars, one changed to them, or one about something serious.

Plans

Feedback surveys published at once are 1 on Free, 3 on Starter, 15 on Growth and unlimited on Pro and Enterprise, with unlimited responses on every plan. What each plan adds (ways to ask, question types, follow-up, AI themes, review widgets and the API) is on the pricing page. Advanced feedback (GH₵99 a month) brings Growth's feedback features to Free and Starter (WhatsApp, a reminder, more questions of your own, conditions and the 0 to 10 and effort scales, routing per site and the host view). With Agoo Reviews, every branch is listed free, and Advanced reviews · 10 places (GH₵99 a month) or · 50 places (GH₵399 a month) gives more branches your plan's review tools; see Agoo Reviews. Feedback posters never count against your tracked QR codes. Messages come from your plan's allowance or your wallet.

Ask Visitors for Feedback

Ask once after a visit or booking, by WhatsApp, SMS or email, or from a feedback poster, with questions built in the form builder.

You set up a survey in Console → Feedback → Surveys: what to ask, when, and whom. Owners and Admins make and change surveys.

1. 1

   Start from a template

   Choose New survey and pick a template: After a visit, After a booking, Client service charter, or one made for your kind of organisation (offices, banks, hospitals, churches, schools, hotels, co-working spaces, estates, factories and NGOs). The one for your kind is suggested first. Every survey starts with one main rating (five labelled faces by default), up to eight tags for what stood out ("Warm welcome", "Quick check-in", "Kept waiting") and, in most templates, an optional comment. The hospital, church and school templates leave out free text and anything about health or named children, by design.

2. 2

   Change the questions

   Questions come from the form builder, with drag and drop and a preview. Free asks the template's questions; Starter adds up to 3 of your own; Growth and above (or the Advanced feedback add-on) add as many as you like, conditions, and the stars, 0 to 10 and effort scales. Keep it short: the survey page tells visitors how long it takes. Each publish is a new version, and every answer keeps the version it was given on.

3. 3

   Choose when to ask

   From Starter, ask after check-out, after bookings, or both, for the sites and visitor types you pick. Deliveries and contractors are left out unless you add them, and so are your own staff and visits shorter than two minutes. Choose how long after (an hour by default, and never in quiet hours), a share of visits chosen at random if you want fewer messages, and, from Growth, one reminder two days on.

4. 4

   Set what counts as low

   Choose the rating at or below which an answer waits to be followed up and the right people are told (see Results and follow-up). You can make answers anonymous, and add your Google review link: it's shown at the end to everyone who answers, never only to happy ones.

5. 5

   Publish

   The survey page shows an estimate of the messages a month like the last would send, against your plan's SMS allowance (email doesn't use it). Publish, and it asks from the next visit. Stop asking pauses it; its posters then say politely that it isn't asking.

How Visitors Are Asked

The message goes in your organisation's name, on the channel order you set in notifications: email and SMS from Starter, and WhatsApp from Growth. It opens a short page at your organisation's Agoo address. In an email, the five ratings are links: one tap records the answer and opens the page for the rest.

• One message per visit, with one reminder at most.
• Not too often. In Settings → Feedback you choose how often the same person may be asked by you (once in 30 days by default). Across every organisation on Agoo, nobody gets more than three requests a week.
• A visitor can stop being asked, from the message or the page: by you, or by every organisation on Agoo. They stay stopped.
• The page works on any phone, without an app or an account, on a slow network, in light or dark.

Feedback Posters

Make a feedback poster for a site and, if you like, a counter or a desk ("Teller 3", "Pharmacy"), from the survey's page or from Feedback → Share, or as a new code in QR codes. Download it as a PNG or PDF, or design it with your brand template. Anyone who scans it answers the same page, without giving their name unless they want a reply, when they leave a phone number or email. Poster answers are counted apart from invited ones, with the scans as their response rate. Feedback posters are tracked codes, so they keep working when you change the survey, and they never count against your tracked QR codes. One person's answers from the same phone within ten minutes count once.

The Kiosk

Agoo Kiosk (iPad, iPhone and Android) can ask your survey in two places. Choose the survey for each kiosk in Console → Devices → (device), under Welcome screen, in Feedback survey.

• After check-out. When a visitor checks out at the kiosk, it asks the survey straight away ("Before you go"). When they answer there, the follow-up message for that visit isn't sent.
• The feedback stand. Tick Leave feedback and the welcome screen shows Tell us how we did, for anyone passing, with no visit. Stand answers are anonymous and reported apart. A stand needs a survey chosen.

The kiosk asks one question per screen: the rating first (faces, stars, 0 to 10 or the effort scale, as the survey sets), then what stood out, a comment and your own questions. Everything after the rating can be skipped. It works offline too: answers wait on the kiosk and are sent when it reconnects. Anonymous surveys stay anonymous. See Pair a kiosk.

Results and Follow-Up

Read feedback with honest numbers, get alerts for low scores, follow up and tell the visitor what you did.

Console → Feedback shows what visitors told you, and Reports shows it beside your visits and bookings for the same period. Home shows the last seven days' score and who's waiting for a call back.

Read the Results

• Every number shows its n. "4.3 out of 5, from 312 answers, give or take 0.1", never a bare average. The share who answered is shown against how many were asked, by channel.
• The spread, not just the average. How many chose each face, and the tags people picked most.
• Invited and poster answers apart, because people who scan a poster are a different group from people asked after every visit.
• No arrows inside the margin of error. A change from the period before is marked only when it's larger than chance would explain.
• By site, visitor type, channel and counter, and every answer in All answers, with its comment, site, visitor type and date. The visitor's name shows only if it isn't an anonymous survey, or they left it for a reply.

Filter by period, site, survey and how the answer came in. There are no staff rankings: feedback is about a visit, not a person.

When Agoo AI arrives, themes will group comments by what they're about and a monthly summary will be written, from Growth, using AI credits.

Low Scores

An answer at or below the survey's low mark waits in Feedback → Follow-up (from Starter), and people are told by their own notification choices. In Settings → Feedback you choose who:

• Owners and Admins (the default), or, from Growth, each site's admins;
• from Growth, the host too, if hosts may see feedback about their own visits.

On Free, Owners and Admins get an email alert.

1. 1

   Follow up

   Open the answer from the alert, the bell or Feedback → Follow-up. If the visitor asked to be contacted, how to reach them is shown. Choose I'll take it so your colleagues know, then call or write to them.

2. 2

   Note what you did

   Add a note and set the status: To call back, Called back, Resolved or No action needed. Everything done is kept with the answer.

3. 3

   Tell them, if they asked

   If the visitor asked for a reply, send it from the answer. It goes in your organisation's name on the channel they answered on. Keep it to what they told you: no offers or promotions.

Hosts

From Growth, you can let hosts see feedback about their own visits, and only theirs, in Feedback. It's off by default.

Exports and Connections

Answers export to CSV, Excel and PDF from Feedback → Export, with the list's filters, and are in your organisation's full export. Feedback webhooks (from Growth) and feedback in the API (from Pro) are planned.

Privacy

Feedback answers and the record that someone was asked have their own periods in Data and privacy, and are deleted when they end. Erasing a visitor removes their comment, contact and anything tying their answers to them; the rating and tags stay in your totals. Visitors are told what's collected and why on the survey page, and the comment box reminds them not to share anyone else's details.