Set up customer feedback collection
About Square feedback
Square Feedback allows your customers to privately message you to express their opinions about your product, service, or experience that they have had with your business.
It serves as a valuable source of information for your business to understand how customers perceive your business and their satisfaction or dissatisfaction.
Before you begin
You can set up feedback collection in Square Dashboard.
Customers can send feedback in two ways:
Via the feedback section in your digital receipts.
By replying to an email campaign sent through Square Marketing.
Customer feedback is confidential and is not publicly visible. This helps you maintain privacy for your customers and ensures that you can use the feedback effectively to improve your offering.
Collect feedback from your digital receipts
Sign in to Square Dashboard, then click Marketing & loyalty > Customer directory.
Click Settings > Feedback.
Under Feedback Settings, enable Collect feedback from your digital receipts.
Your selection will be automatically saved.
Receive customer feedback notifications
Sign in to Square Dashboard, then click Marketing & loyalty > Customer directory.
Click Settings > Feedback.
Under Feedback Notifications, enable Receive customer feedback notifications.
You can add additional direct message recipients by clicking Add.
You can also edit existing feedback recipients by clicking Edit.
By default, you'll receive all feedback for all active locations. If you'd like to receive only negative feedback, click Edit > Negative Only > Save. If you'd like notifications for only some of your locations, click Edit > Select Locations, choose your locations and then click Save.
View feedback
Sign in to Square Dashboard, then click Marketing & loyalty > Customer directory.
Click Feedback.
Use the filters to narrow your feedback search.
Click a feedback thread to view your customer's comments.
Reply to feedback
Sign in to Square Dashboard, then click Marketing & loyalty > Customer directory.
Click Feedback.
Select a feedback thread to see transaction information and your customer's comment.
Enter a message, send a promotional reward, or refund your customer. If your customer responds, you'll receive an update.
You can only respond to customers if they have enabled replies.
Export feedback
Sign in to Square Dashboard, then click Marketing & loyalty > Customer directory.
Click Feedback.
Select a date range and any filters you'd like to apply to your report.
Click Export.
Your feedback report will download to your computer as a CSV file, at which point you can open it using your preferred spreadsheets program.