Feedback
Ask tenants to rate a service request, resource booking, or event right after it happens, then see how satisfied they are across your buildings.
Overview
Feedback is a short rating prompt in the HqO app. When a tenant's service request is closed, their booking ends, or an event they registered for finishes, the app asks them to rate it from 1 to 5 stars and add an optional comment. Every rating lands in HqO Admin > Intelligence > Feedback, tied to the request, booking, or event it's about.
You choose where feedback is collected: per building, per product, and for service requests and bookings, which types count.
🔒 Permission required: Viewing feedback requires the Super Admin, Manager, Operator, or Viewer role. Changing feedback settings requires Super Admin, Manager, or Operator. Roles are managed under Settings > Roles & Permissions.
How tenants are asked
| Product | When the prompt is created |
|---|---|
| Service Requests | When the request is closed |
| Resource Booking | After an approved booking ends; cancelled, denied, and no-show bookings aren't rated |
| Events | After the event ends, if the event has feedback turned on |
The tenant sees the prompt the next time they open the HqO app, on mobile or on the web. It asks "How was your experience with [name] on [date] at [location]?", with a 1–5 star rating, an optional comment of up to 500 characters, and a Submit feedback button.
- In the app only. Prompts aren't sent by push notification or email.
- One at a time. If several prompts are waiting, the tenant sees the most recent one first. The others can appear on later visits.
- Never twice for the same thing. A tenant is asked about each request, booking, or event at most once.
- Prompts expire after 14 days. If the tenant doesn't open the app within 14 days of the request closing, the booking ending, or the event ending, that prompt isn't shown.
Set up feedback for a building
Feedback is off until you turn it on for a building.
- Go to HqO Admin > Intelligence > Feedback.
- Select the Settings gear icon next to the page title.
- On the Feedback tab, find the building and select Enable. To set up several buildings at once, select their checkboxes and use Enable in the Enable feedback in bulk banner.
- Under Where can feedback be collected?, turn on Service Requests, Resource Booking, Events, or any combination.
- To limit Service Requests or Resource Booking to some types, select Edit in the building's row and choose the Categories & types or Resources to include. Each section starts at All types or All resource types.
- Select Save changes.
The Feedback preview on the same page shows what tenants will see for each product.
Turn on feedback for an event
Event feedback also needs a switch on each event. In Events, open the event and, in its Feedback section, turn on Collect feedback for this event. New events start with it off.
The switch is available only when Events feedback is on for the event's building. It locks 48 hours after the event ends, because no prompt can be created after that.
Review feedback
The Feedback page has two tabs: Overview and All Feedback.
Overview
| Metric | What it measures |
|---|---|
| Total feedback | Number of feedback submissions received |
| Average rating | Mean star rating across all submissions |
| Response rate | Share of prompted tenants who submitted feedback |
| Positive sentiment | Share of submissions with a 4- or 5-star rating |
Below the metrics:
- Rating distribution — how ratings spread across 1 to 5 stars
- Feedback distribution — ratings By building or By tenant, to spot where satisfaction is low
- Recent sentiment activity — the latest ratings and comments; select View all to open All Feedback
- Rating trends (last 6 months) — the average rating month by month
Narrow the overview with the Tenant, Feature (and its Type), and Date range filters. Select Clear filters to reset them.
All Feedback
Every submission in a table, with Item, Rating, Comment, Submitted by, and Building columns.
- Search by comment to find feedback that mentions a topic.
- Use Filters to narrow by Tenant, Feature, or Submitted by.
- Use View to show or hide columns, and switch between Table view and List view.
- Use a row's action to open the original item: View service request, View resource booking, or View event.
Follow up on low ratings
- Go to HqO Admin > Intelligence > Feedback.
- Open the All Feedback tab.
- Select Filters and narrow to the Feature or Tenant you want to check.
- Read the comments on low-rated rows.
- Use the row's View action to open the request, booking, or event and follow up with the tenant.
FAQ
Is feedback anonymous? No. Each rating shows who submitted it and their company in the Submitted by column.
Can I change how often tenants are asked? Not today. Every closed request, completed booking, and finished event in scope creates one prompt. The one-at-a-time rule and the 14-day expiry keep tenants from being flooded.
Can I turn off comments? No. The comment is always optional for tenants, and there's no setting in HqO Admin to hide it.
Can I reply to a rating? Not from this page. Use the row's View action to open the original item, then follow up through your usual channels.
Can I export feedback? There's no export on the Feedback page today.
Why isn't a tenant seeing prompts? Check that the building has the product turned on, that the request or booking type is in scope, and for events, that Collect feedback for this event is on. The tenant also needs to open the HqO app within 14 days.
Related
- My Portfolio Analytics — Portfolio-wide performance metrics
- Service Requests — Manage and resolve tenant service requests
- Resource Booking — Manage bookable spaces and equipment
- Events — Plan and run tenant events
- Surveys — Collect longer, structured feedback with targeted surveys