Best Practices for Businesses Everyone's a Secret Shopper with Kriddik

Kriddik®: A customer, guest, patient or member who shares helpful feedback with a business
Kriddy: Private, qualified feedback provided by a Kriddik®
Kriddy Message: A message sent from the dashboard directly in response to a Kriddy

  1. Promote the use of the Kriddik Website or load the free app as your preferred method of collecting private feedback. Kriddik allows you to take charge of your feedback through a single platform.
  2. Instill in your staff that helpful feedback is GOOD for the business. We've found that Kriddik's tend to find more of the "good" than the "bad" and often name a specific staff member to compliment the service or product they received.
  3. The Kriddik Dashboard is fully responsive and works great on all devices. Use the Kriddik Dashboard to respond directly to feedback submitted through Kriddik. Research has shown that customers who get quick responses to their feedback are 3 times more likely to return to the business. Responses should never be returned more than 48 hours after feedback submission.
  4. Kriddik Private Feedback comes with qualifying features. Dates and times of when the Kriddy was submitted, along with a picture of receipts and/or experience photos are part of the validation process. If you need additional information, you can ask the Kriddik through an app message sent from the dashboard.
  5. When a staff member receives a good Kriddy, be sure to recognize and/or reward them. This will not only keep them performing well, but will encourage them to improve.
  6. If you do receive a bad Kriddy and need to coach a staff member, simply share that you received feedback about XYZ and address the problem with the staff member. In order to keep a positive impression of the collection of feedback. Feedback delivered privately helps with employee retention by praising and sharing improvement ideas.
  7. In order to create awareness of Kriddik and your preferred method to receive feedback, it is highly recommended that you use the check presenter or cards so your guests are aware of your businesses participation with Kriddik. Additionally, installing the Kriddik widget on your website with a header and footer link "Feedback" will also help spread awareness.
  8. Kriddik's keep a history on their app and they do not receive auto-replies. It is always best for the business to directly respond to a Kriddy within 24 hours so that the Kriddik feels he or she was heard. Your quick response to both good and bad Kriddies keeps them coming back.

Responding to a Kriddik's Private Feedback

When a Kriddik submits a feedback message to you they are considered semi-anonymous. This means you will not know their identity from what they submit. In order to minimize abuse, Kriddik, LLC maintains their identities. The dashboard allows you to report any suspected abuse by a user. We will investigate and remove user if warranted. Kriddik is about helping business.

The business should verify the information based on what is provided as proof they were actually at the business with a qualifying picture of the receipt or experience. Certain Kriddies will not need proof if they are easily verified. Feedback noting dirty bathrooms, parking lot lights are out, slow drain in hotel room, or safety related issues, etc. can be easily verified.

Responding to a Kriddik with a Kriddy Message is simple. Your response should not be too long. Here are some examples of responses to both good and bad feedback messages. The Kriddik can respond to your message from their Kriddik app, making the process very simple. No emails.

The response should not be boilerplate and should contain some specific details of what was sent in the Kriddy.

Kriddy Message Response to "Good" Feedback

Thank you for the compliment. We are so glad you had a great experience with (EMPLOYEE OR PRODUCT). We really appreciate your business and your feedback. We are always looking for ways to improve and recognize our employees. Thanks again, NAME.

You can ask for their email or physical address to add to your marketing programs or to send them something. They can respond back to you.

Kriddy Message Response to "Bad" Feedback

Thank you for your feedback. We apologize that your EXPERIENCE OR PRODUCT was not up to your expectations. Your feedback is so important in our efforts to improve. Feel free to come in and ask for a manager next time you visit and I will make sure this doesn't happen again.

You can create any type of message and ask the Kriddik for more details. Just try not to make it too long. Get their phone number if it is serious enough for full details.