Service attributes are a level-up in collecting feedback from your customers. What are the most important aspects of your services your customers should be assured about? Apart from overall star rating and a text review, ask your customers about, for instance:

• contact with customer support
• website experience
• delivery time
• unpacking experience

You name it! Then, display all these details in a summary at the top of your service reviews list. Here is how to set up Service attributes.

How to activate Service attributes?

If Service attributes feature is activated in your account, you will find them under Attributes section in the left-hand menu.

If not, reach out to our Support or directly to your Customer Success Manager with a request for more details and quote. Once agreed and updated agreement is signed, Service attributes will immediately be activated in your account.

How to set up Service attributes?

Step 1. Create attributes

You will see one default attribute concerning Delivery available in the settings. This attribute automatically translated to 15 languages. Of course, you can create other attributes that will serve your purposes best. Click New attribute button and fill out the data fields. Here is a short explanation of each of them:

Language: The language of attribute – this information allows our system to pick the right language depending on the language used in email invitations. 

Attribute: The name of attribute in the Lipscore system. It will be displayed on the attributes summary at the top of the service reviews list.

Question: Question will be displayed on the landing page where customer shares their feedback. It can be an actual question (e.g. How was the website experience?) or just a phrase indicating the rated parameter (e.g. Website experience)

Scale: The number of options your shopper can chose from when rating an attribute. There are 2 variants: one with 3 options and the other with 5. Choose the preferred scale from dropdown list

Value: Depending on which scale you choose, you will have 3 or 5 fields to fill out here. E.g., Terrible, Poor, OK, Great, Outstanding.

Fill out the data and Save. 

Note: If you are managing more than one language website in the same Lipscore account, make sure to add translations to your attributes. Click Translations then Add new translation and insert translated data. You will see already available translations after clicking the Translations button.

Step 2. Assign attributes

Next, scroll to Assign Attributes to Service review invitations section. Then select the attribute(s) from the dropdown lists. You can add maximum of 3 attributes but you may also go for 1 or 2.

Once added, attributes are automatically saved – you do not have to confirm your choices.

The attributes will be automatically added to the review popup, and the collective result will be displayed in review summary widget at the top of reviews list. Individual scores will be displayed in text form on each individual review.

The collective result will be displayed in review summary next to the service review list. Individual scores will be displayed in text form on each individual review.

Important! If you have more than one account in Lipscore, please make sure to complete the setup for Attributes in all your accounts separately.

Would you like to share your attributes between your sites along with the shared review? Please read this article about attribute syndication.

Main benefits of Service attributes

• More detailed insight into customer shopping experience
• Solid basis for data-driven service improvement
• More detailed feedback on shopping experience presented to your shoppers