book peter | home

Login

   

How to view your company's statistics

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Dashboard.

Statistics Explained

• Total Reports
  • Displays a graphical chart with percentages and numerical values indicating the ratio of Compliments versus Complaints that your company has received within the last 12 month period.
  • Click on the value of Compliments to view a complete list of all Compliments received by your company.
  • Click on the value of Complaints to view a complete list of all Complaints received by your company.
• Conversions
  • Displays the number of Reports converted from a Complaint to a Compliment within the last 12 months.
  • Click on the value to view a complete list of all your converted reports.
• Average Time to Respond
  • Displays the average time it has taken your company to respond to reports within the last 12 months.
• Customer Feedback
  • Displays a graphical chart with percentages and numerical values indicating the ratios of the different types of customer feedback received on all reports.
  • To view a complete list of reports for each category of customer feedback click on the numerical values.
• Competitor Statistics
  • Displays the same statistics as above per selected competitor, enabling you to compare your company's statistics with that of your competitiors within the industry.
  • To add or change your selected competitors click on the link Change Competitors located above your competitor statistics.
• Nature of Complaints for your company
  • Displays a graphical chart with percentages and numerical values indicating the ratio of the different nature of Complaints received by your company within the last 12 months.
  • Click on the links (e.g. Bad Attitude) to view a list of all the Reports of a specific nature.
• Nature of Complaints: Industry Average
  • Displays a graphical chart with percentages and numerical values indicating the total ratio of the different nature of Complaints received by all companies within the industry over the last 12 month period.
  • Click on the links (e.g. Bad Attitude) to view a list of all the Reports of a specific nature.
• Nature of Compliments for your company
  • Displays a graphical chart with percentages and numerical values indicating the ratio of the different nature of Compliments received by your company within the last 12 months.
  • Click on the links (e.g. Great Attitude) to view a list of all the Reports of a specific nature.
• Nature of Compliments: Industry Average
  • Displays a graphical chart with percentages and numerical values indicating the total ratio of the different nature of Compliments received by all companies within the industry over the last 12 month period.
  • Click on the links (e.g. Great Attitude) to view a list of all the Reports of a specific nature.

---

How to select the competitors for whom statistics will be displayed on your dashboard

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Settings.
• Under the Select Competitor section select the competitors for whom you would like statistics to be displayed on your dashboard.
• Click Save button.

---

How to respond

• Each report MUST be addressed within Three Business Hours both as a Supplier's Response on Hellopeter.com and by email / telephone directly to the customer.
• Each Supplier's Response to a Complaint on Hellopeter.com must be Updated Within 36 Hours providing resolution / solution / final outcome.
• Hellopeter.com automatically inserts "Hello Username" above your Response. Please do not address your Customers by their proper names on the site.
• Failure to comply will result in the Company being removed from the list of Companies Who Respond.

---

How to access and respond to existing reports about your company

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Reports.
• Click on ANY report to open - note the Customer's Contact Details and the Incident.
• Hellopeter.com automatically inserts "Hello Username" above your Response. Please do not address your Customers by their proper names on the site.
• Type your response (1200 characters) in the Supplier's Response block.
• Click: Update.
• You may provide an initial response as well as a final response to the customer. Your responses cannot be edited once submitted.
• Your Customer receives an email advising that you have responded.

---

How to access and respond to new reports

• As soon as a report is written about your company, the email addresses you have registered on our database will receive an email notification from comment@hellopeter.com.
• If you have elected to receive a free SMS notification, you will also be advised via SMS.
• Email Subject: Your Company Name - You have received a report about your company regarding your service.
• This email provides Customer's Contact Details and a link to the report on Hellopeter.com.
• Click on the link provided in the email.
• Enter your Username and Password.
• Click: Login.
• The report will open with Customer's Contact Details and the Incident.
• Hellopeter.com inserts "Hello Username" above your Response.
• Please do not address your Customers by their proper name on the site, unless they have chosen this name as their Username.
• Enter your response (1200 characters) to the report in the Supplier's Response block.
• Click: Respond.
• Supplier's Response will appear below the Report with the date and time of your response and the wording "supplier's response".
• Your Customer receives an email directly from the site, advising that you have responded.
• Reports remain on the site for 12 months.

---

How to update your responses

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Click the blue Update Response button above the yellow navigation bar.
• Click on the report subject line. The report will open providing you with Customer's Details and the Incident.
• Enter your follow-up response (1200 characters) to the report in the Supplier's Response block.
• Click: Update.
• Updated Responses will have the wording "UPDATED response" next to them.
• The Customer receives an email advising that you have Updated your Response.

---

How to view or print your reports

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Reports.
• To view one or more reports, tick the boxes on the right.
• Scroll down and click: View Selected at the bottom of the page.
• Click: Print Button to get copies of your reports.
• Unlawful Content: Words that could be defamatory, insulting, racist, sexist, degrading, obscene, indecent or otherwise objectionable are removed and will appear in orange with strikethrough (Orange). These words are not visible to the general public and will appear on the site as ***.

---

How to email your reports to your colleagues

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Reports.
• Click on the report you'd like to email.
• Click on the Email report button under the Supplier's Response block.
• Enter the email address.
• Click: Submit.

---

How to edit / delete reports

• Under every report on the site is a Find this report inappropriate? button. This button should be used to report the following:
• Incorrect Supplier Name.
• Duplicate Reports.
• Please alert us if you spot a Customer who is obnoxious, uses profanities or is not reporting on Customer Service issues. We will take action.
• If Customers go on and on about the same issue - even though you've responded and the issue has been resolved to the best of your ability as a Company Who Responds, kindly inform us.

---

Customer Feedback

• 54-hours (excluding weekends) after a Report has been written about Your Company we send a Follow-Up email to your Customer asking them to tell us how their report was handled by you.
• The email links the Customer to their report on the website and they select one of the following: Over The Moon; Quite Impressed; Indifferent; Not Impressed; Utterly Disgusted.
• Customers are requested to give their reason (max 300 characters) for their choice e.g. No contact, Cut and paste response, Immediate resolution, etc.).
• Customers are asked if they'd like to change their COMPLAINT into a COMPLIMENT.
• You'll receive an email link to the Customer Feedback.
• Customer's Feedback appears on the website together with the original report and Suppliers' Responses.
• To access Customer Feedback, go to the Companies Who Respond list (left hand side Menu Bar) and select your company.
• Click on Your Company to view how Your Customers rate your company's responses.
• If you're a new Company Who Responds on Hellopeter.com, there won't be any Customer Feedback yet, but when future reports are written, Customers will be asked to give Feedback.

---

How to edit company details

To change your user name; password; contact details etc.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Edit Profile.
• Make your changes.

---

How to place all your Compliments on your website

We've created a special Compliments link for you to put on your website.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Tools.
• Select the link to get the Compliment tool.
• Place the code on your website, or copy it into an email and send it to your network administrator.

---

How to get your Reports sent directly to your Customer service software

We've created a special API / RSS tool that enables you to call / get your Report data from Hellopeter.com allowing it to be sent directly to your company's Customer service software.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Tools.
• Select the link to get the API / RSS tool.
• Complete the Access Request form and we'll activate the feature for your Company and email additional information to you.

---

How to place a FREE Personalised League Table on your company's website

This tool will highlight the ratios of Compliments to Complaints and conversions of Complaints to Compliments, between your company and your industry.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Tools.
• Select the link to get the API / RSS tool.
• Complete the Access Request form and we'll activate the feature for your Company and email additional information to you.

---

How to utilize the Facebook integration

Hellopeter.com has created this tool to automatically submit your company's reports to Facebook.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Tools.
• Select the link to get the Facebook APP.
• Complete the Access Request form and we'll activate the feature for your Company and email additional information to you.

---

How to select the competitors for whom statistics will be displayed on your dashboard

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Settings.
• Under the Select Competitor section select the competitors for whom you would like statistics to be displayed on your dashboard.
• Click Save button.

---

How to use the Twitter updates tool

Hellopeter.com has created this tool to automatically submit your company's reports (Compliments Only, Complaints Only or All) to Twitter.

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Settings.
• Under the Twitter Login Details section enter the following information:
  • Twitter Username
  • Select Update Type
  • Twitter Password
• Click Save button.

---

How to update your Twitter details

• Select: Company Zone on the left hand side Menu Bar.
• Log in with your Username and Password.
• Select: Company Settings.
• Under the Twitter Login Details section Update any the following information:
  • Twitter Username
  • Select Update Type
  • Change Password
• Click Save button.