ℹ️ What this guide is about
Have you read our intro to Peptalkr forms? Start there if you haven't. If you're looking to learn more about our feedback (or NPS) form - you're in the right place 👌🏼
The Peptalkr feedback form is a modern, intuitive way to easily collect patient feedback and NPS ratings from patients after they attend an appointment.
The form is:
✔️ Modern and professional
✔️ Easy to complete
✔️ Synced into a spreadsheet
✔️ Can ask for Google reviews (conditionally)
Learn how to use your Peptalkr feedback form right here.
Example of a feedback form
To check out what the default Peptalkr feedback form looks like, either pop over to the 🔗 Forms tab of your account and click the Standard feedback form to view it.
Or you can check out a sample form here:
Form questions
The default questions your form comes with are optimised to get responses.
The default questions
NPS rating (scale of 0-10)
If they score a 9+ we ask if they'd be happy to leave a Google review.
If they say yes, we thank them and direct them to Google. However, you must provide us with your Google Review Link for this to work.
If they say no, we thank them for their feedback.
If they score an 8 or lower, we ask what can be done to improve their experience for next time.
Then we thank them.
This flow aims to keep the form short, easy to complete and gets their committment to leave a Google review in advance which can help them to stick to their word of completing the review.
The form does not ask the patient's identity - as we automatically capture this information. More on that here.
Changing the form questions
If you want to change the form questions, you must be a paying user of Peptalkr.
To request changes, simply open the chat bubble and let the team know how you'd like the form to be changed.
We can also remove the Google Review aspect completely, please let us know.
Sending the form automatically
To send the form entirely automatically, you will need to create a feedback request email or SMS. We have a great tutorial for this.
Sending the form manually
If you want to send the form manually on a case-by-case basis, or directly ask for a Google review - bypassing the form - check out this tutorial for manually-sent email (or SMS).
View your feedback responses
All Peptalkr feedback form responses are collected automatically in a Google Sheet.
To access it, click this link on 🔗 Forms tab of your account.
We use a Google Sheet because:
It can easily be shared with other team members.
You can filter/search the data easily.
This raw data can be integrated into other systems using Google Sheet's wide range of integrations (we do not provide support for this)
Note: You will need a Google Account to view and edit the sheet - you should have one already if you use Gmail, Google Workspace, Google Analytics, Google My Business or any other Google product.
Request access by logging in and pressing the 'Request access' button if you see an error message.
Did you know Google sheets can be used in SO many ways to visualise your data? Try using your Feedback sheet with Google Looker Studio (formerly Data Studio) to create graphs and charts (or get your marketing person to do it 😉)
Using the Google Sheet
Simply open the Google Sheet. You'll see two tabs:
⭐️ Feedback form (the raw data)
🟢 Summary Tab (a styled, organised view of your feedback)
Use the summary tab to review and analyse your data - you can filter and search, as well as see the patient's appointment ID.
⚠️ Do not edit the tab where we send the raw data as this can cause the connection to break. Instead, create a new tab if you want to process/manipulate any of the data with formulas.
Viewing my average ratings / NPS score
We also provide you with a Feedback Dashboard, a modern-presented summary of your feedback scores that doesn't include patient identity. Great for checking your feedback on the fly:
All you need to do is click this icon:
Can't see this icon? Please use the chat bubble and request a Feedback Dashboard be added to your account.
Information we collect automatically (auto-identification)
Peptalkr forms can automatically pass data into the form without the patient having to fill in a field - such as their name and which practitioner they saw. This saves time and encourages a higher amount of feedback responses.
In order for this automatic data to work:
You MUST use a Peptalkr Transactional Email or SMS to send the feedback form to the patient - here's how
Do not use link-shortening services to make the URL shorter - here's why
How is the information collected
Peptalkr form URLs look like this:
https://peptalkr.typeform.com/to/A1B2C3D4#a=[appid]&name=[patientfirstname]&p=[practitioner]&b=[business]
Everything from the # symbol onwards, is doing the job of automatically passing data into the form using 'parameters'.
The bracketed areas will be automatically replaced with real patient data when the form is issued to a patient with Peptalkr.
Here's what each parameter does:
Data | URL fragment that does this | How it is used |
Patient name | name=[patientfirstname] | So you can see the patient's first name in the response spreadhseet. |
Practitioner they saw | p=[practitioner]
| So you can see the treating practitioner's name in the response spreadhseet. |
Appointment ID | a=[appid] | So you can open up the specific appointment they attended in Cliniko should you need to know the date, appointment type or anything else about that appointment. |
Business | b=[business] | So you can see which business they visited (if you have multiple businesses in Cliniko). |
The # is what marks the 'first' automatic data point.
The & symbols must separate any other automatic data points.
You can remove any you don't want/need to pass through, particularly if you want to shorten the length of thew URL for use in an SMS.
👉 For example - the SMS version you might just want to include the appointment ID only, in which case the URL would look similar to this:
https://peptalkr.typeform.com/to/A1B2C3D4#a=[appid]
🙋🏻♀️FAQs
Can I use my own feedback forms I've set up elsewhere with Peptalkr?
Can I use my own feedback forms I've set up elsewhere with Peptalkr?
Yes! You'll just need to replace any links to the Peptalkr form in your emails/SMS with your own form link (Survey Monkey etc).
How do I get Google Reviews?
How do I get Google Reviews?
When your feedback form is created by our onboarding specialists, we automatically include a link to a Google Search for your business name if the respondent scores a 9 or 10 out of 10 on the NPS rating question.
You will need to send us your actual Google Review request link for us to add that in. Follow this tutorial.
Can I change the feedback form?
Can I change the feedback form?
Yep. Simply use the chat bubble to let us know what you'd like to change on the form and we can update it all from our end.
My form URL looks different to above?
My form URL looks different to above?
Some of our users have 'legacy' forms which are slightly different. For example, you might see prac=[pracrtitioner] instead of p=[practitioner] - this is fine, it still works! Don't change it. But do contact us if you want us to add a datapoint that is not currently there (such as 'Business')