Touchpoints: where feedback comes from

A touchpoint is a moment inside your business where a guest is asked for feedback: the QR code on a room door, the tablet at the front desk, the email after checkout, the link on a receipt. Every response carries the touchpoint it came from, so you can compare them — is the restaurant code outperforming the room codes?

Workspace or touchpoint?

The one distinction worth getting right:

• A workspace is a separate business — its own review listings, team, branding and billing. A hotel, a restaurant, a spa.
• A touchpoint is the same business, a different moment. The hotel’s rooms, its front desk, its restaurant tables.

If it has its own Google listing, it’s a workspace. If it’s a place inside a business you already have, it’s a touchpoint. Workspaces are what plans are priced on; touchpoints are free and unlimited on every plan.

Adding one

Settings → Touchpoints. Give it a name people will recognise in a report (“Room 204”, “Front desk tablet”, “Checkout email”) and say how feedback is collected there — QR code, tablet, email, SMS, website widget, integration. The kind only changes the icon and the default name; it doesn’t restrict what the touchpoint can be used for.

Tagging feedback

You rarely tag by hand:

• QR codes and links — generate a code for a touchpoint from any survey and every scan is tagged with it. → QR codes for touchpoints
• Manual sends — when you send a survey from the Survey Center you can pick a touchpoint. If you don’t, it lands on Email survey or SMS survey.
• Your website widget — lands on Website widget.
• Integrations and automations — Salesforce, Shopify, the API and workflow sends land on Integration, unless the integration names a touchpoint.
• Routed surveys — when a survey routes a guest to an outlet, the outlet’s response gets a touchpoint of the same name in its own workspace.

The defaults appear on their own the first time each channel is used. They’re ordinary touchpoints — rename them, or delete them if you’d rather everything went through ones you named.

Where to compare them

Every survey report takes a touchpoint filter — Overview, Surveys, Keywords, Staff Spotlight — and the Overview’s Compare with… puts two side by side. From a group’s root workspace the filter lists every sub-workspace’s touchpoints, labelled by workspace (“Hotel Californian › Front Desk”).

Two things to know when reading the charts:

• Reviews aren’t split by touchpoint. A Google listing is a business, not a moment, so review data stays at the workspace level. When a touchpoint filter is on, charts that mix reviews and surveys show survey feedback narrowed and reviews whole — and say so.
• “No touchpoint” is feedback from before touchpoints existed, or from a touchpoint that was later deleted. It’s a real bucket, not an error.

Deleting a touchpoint

Its responses are kept and become “No touchpoint”. Printed QR codes for it still open the survey — they just stop tagging.