Customer feedback
Customer feedback lets you collect and analyze reviews from people who attended your events. Reviews are collected automatically via email and help you understand what's working and what needs improvement.
Competitive advantage: The best organizers obsess over customer feedback. It's the fastest way to identify what your audience loves and what drives them away. Those who act on feedback consistently outperform competitors who ignore it.
How reviews are collected
By default, Fanz sends a review request email one day after the event to all purchasers who have validated tickets. This ensures you only get feedback from people who actually attended.
Default review questions
The standard review asks 5 questions, all rated 1-5 stars:
| Question | Type |
|---|---|
| Likelihood to recommend | 1-5 stars |
| Value for money | 1-5 stars |
| Ticketing process | 1-5 stars |
| Staff friendliness | 1-5 stars |
| Additional comments | Optional text |
Note: If a user gives less than 5 stars, a comment box opens for them to explain why.
Viewing feedback
Go to Customer Service → Customer Feedback.
Tip: A notification badge appears on the Customer Service menu when you have unread reviews. Reviews are ordered with Unread first, then by submission date.
Click on a review to open its detail, which automatically marks it as read.
Rating overview (donut charts)
At the top, you see donut charts showing the distribution of ratings for each question:
| Stars | Color |
|---|---|
| 1 star | 🔴 Red |
| 2 stars | 🟠 Orange |
| 3 stars | 🟡 Yellow |
| 4 stars | 🟢 Light green |
| 5 stars | 🟢 Green |
Hover over each segment to see the exact count of responses.
Feedback table
Below the charts, the feedback table shows all submitted reviews.
Table actions:
- Export CSV: Download all visible feedback data
- Configure reviews: Configure feedback collection (see below)
- Search: Find feedback by email, name, or ID
- Filters: Click to show filter options
Available filters:
- Event
- Date
- All questions
- All ratings
- Submitted (from-to)
Table columns:
| Column | Information |
|---|---|
| Reviewer | First and last name (or email if not available) |
| Event | Event name |
| Submitted | Day, month, and time |
| Rating | Average rating (sum of all ratings ÷ number of questions) |
| Unread | Whether the review has been read |
| Action | View reviews button |
Review detail
Click View reviews to open the full feedback detail:
- Event, date, category
- Customer name, email, phone
- Rating for each question
- Comments for any question rated below 5 stars
Hide review: If you have public reviews enabled, you can hide inappropriate reviews from public view using this option.
Replying to a review by email
From inside the review detail, you can send a direct email reply to the customer who left the review.
How to reply
- Open the review detail by clicking View reviews in the feedback table.
- Scroll to the Leave a response section at the bottom of the detail view.
- Compose your message using the rich text editor — you can format text with bold, italics, lists, and more.
- Send the reply when ready.
Your reply goes directly to the customer's email address on file.
Replied indicator
Once you've sent a reply, the review displays a visual indicator so you and your team can tell at a glance that the review has already been responded to. This prevents duplicate follow-ups when multiple team members are reviewing feedback.
Tip: Use replies to thank attendees for positive feedback, address concerns raised in low-star reviews, or let customers know about improvements you've made based on their input.
Feedback settings
Click the Configure reviews button to configure feedback collection.
Available settings
1. Automatic feedbacks (on by default)
Toggle to enable/disable automatic review request emails. When off, no review emails are sent.
2. Show customer reviews (off by default)
Display all your customer reviews publicly on all your events. Provides social proof and builds trust with potential buyers.
3. Show customer reviews by event (off by default)
Display reviews specific to each event on its detail page. Useful for recurring events with many dates—visitors see relevant reviews for the specific event they're viewing.
Tip: For one-time events, the general "Show customer reviews" option works better. Use "by event" for recurring events like weekly shows or monthly concerts.
4. Custom questions (off by default)
Replace the default questions with your own. When enabled, an Edit custom questions button appears.
Creating custom questions
Click Edit custom questions to open the custom feedback questions modal.
Options:
- Add up to 10 questions
- Choose question type:
- Rating 1-5
- Long answer (text)
- Multiple select (checkboxes)
- Single select (radio buttons)
- Set each question as required or optional
After customizing:
- The donut charts reset to show results from your new questions
- If no rating questions exist, donut charts won't appear
- Click Save changes to apply
Public reviews
When "Show customer reviews" is enabled:
- Reviews appear on your event pages
- Provides social proof to potential buyers
- You can hide individual inappropriate reviews from the review detail
Why reading feedback matters
Stay ahead of competition
Customer feedback tells you exactly what your audience wants. Organizers who read and act on feedback:
- Fix problems before they hurt reputation
- Double down on what's working
- Create events people actually want to attend
Turn critics into fans
Negative feedback is a gift. It tells you exactly how to improve. Address issues quickly and watch low ratings turn into loyal customers.
Build a better product
Your events are your product. Each review is free market research. Use it to:
- Improve venues and logistics
- Train staff better
- Adjust pricing and value perception
Best practices
Check feedback weekly
Set a routine. Even 10 minutes weekly keeps you connected to your audience. Don't let reviews pile up unread.
Act on patterns, not outliers
One bad review might be an outlier. Five bad reviews about the same thing? That's a pattern. Focus on recurring themes.
Reply promptly to low ratings
Use the email reply feature to reach out directly to attendees who left low-star reviews. A personal response shows you care and can turn a frustrated customer into a loyal one.
Use custom questions strategically
Create questions relevant to your specific event type:
- Venues: Ask about acoustics, seating comfort
- Festivals: Ask about food options, stage visibility
- Theater: Ask about performance quality
Monitor trends over time
Export data regularly to track:
- Rating trends across events
- Which events perform best
- Common complaints to address
- Progress on issues you've fixed
Reviews are only sent to purchasers with validated tickets. Make sure you're validating tickets at your events. Also check that automatic feedbacks is enabled in settings.
No. Review requests are sent automatically one day after the event to validated ticket holders. This ensures authentic feedback from actual attendees.
Previous feedback data is preserved, but the donut charts will only show data from the new questions going forward. Historical data remains accessible in the table.
No. Once submitted, reviews cannot be edited by customers. If there's an issue, they would need to contact you directly.
Open the review detail and use the hide review option. This only works if you have public reviews enabled—hidden reviews won't appear on your event pages.
Owners and Administrators have full access to all feedback. Producers and Analysts can see feedback from events assigned to them.
Currently, there's no public response feature. You can reply directly to the customer by email using the Leave a response section inside the review detail.
Replied reviews display a visual indicator in the review detail. This lets you and your team know at a glance that no further follow-up is needed.