The Dough Getters app is a crucial channel for the program, and we want to make sure we’re acknowledging feedback submitted by our customers. This document sets out the process to manage feedback provided via the app store, and instructions on how to respond to these.
App store Feedback Response Guidelines
• All App feedback should be reviewed on a weekly basis.
• We want to acknowledge all feedback provided, negative or positive.
• Although we have provided standard responses, we always want to try and be personal with our response, so make sure you’re acknowledging the specific feedback raised.
• Always sign off responses with “Kind regards, The Dough Getters Team”
• See below guide for standard responses developed for app store feedback. Note this is a guide only and responses should be tailored according to the feedback.
Type of Question | Suggested Response |
Positive feedback (General) | Hi There, Thank you for your feedback, we’re so glad you’re loving our Dough Getters app. We hope you enjoy your tasty rewards! Kind regards, The Dough Getters Team |
Negative feedback (General) | Hi There, We’re sorry to hear that you’re unhappy with our app, we really value your feedback. We are always looking for ways to improve and have passed this onto the relevant team for review. Thank you. Kind regards, The Dough Getters Team |
Negative feedback (Specific) Example - Trouble signing up or logging in. | Hi There, We’re so sorry to hear you’re experiencing issues with the app. Please contact our Customer Relations team who are more than happy to help you via phone or email on; 1800 325 325 Or customer.relations@bakersdelight.com.au Thank you. Kind regards, The Dough Getters Team |
Negative feedback (Specific) Example - Too much information required upon sign -up. | Hi There, Thank you for your message, we understand that providing multiple pieces of information can be time consuming. However, we value your feedback and will pass this onto the relevant team for review. Thank you. Kind regards, The Dough Getters Team |
Negative feedback (Specific) Example - Password is too complicated. | Hi There, We’re sorry to hear that you’re unsure of our password requirements, we know it can be a little tricky, but they are in place to protect your privacy. However, we really value your feedback and will pass this on to the relevant team for review. Thank you. Kind regards, The Dough Getters Team |
Negative feedback (Specific) Example – Delayed response to feedback submitted more than 2 months ago. | Hi There, Thank you for your patience, we apologise for the delay in getting back you. We really appreciate your feedback and are always looking for ways to improve, so we will pass this onto the relevant team for review. Thank you. Kind regards, The Dough Getters Team |
Negative feedback (Specific) Example – Performance issues related to the app. | Hi There, Thank you for your feedback, we’re so sorry to hear you’re experiencing issues with our app. Our Customer Relations team is more than happy to help via phone or email on; 1800 325 325 Or customer.relations@bakersdelight.com.au Please include these details so we can quickly provide a resolution; • Describe the exact issue you are experiencing • State the type of phone and software version you are using • Provide any screenshots of the issue if possible We really appreciate you taking the time to provide us with this information, we look forward to helping you further. Thank you. Kind regards, The Dough Getters Team |
If you are unsure on how to respond to a specific comment, please contact doughgetters@bakersdelight.com.au for assistance.
App Store Login Details:
How to respond to feedback:
Google Play Store |
1. Login to Google Play Store and click on the app to view more details | 
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2. Scroll down on the left-hand side menu to “Quality” and click on “Reviews” | 
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3. This will now open the app reviews page with a reply box showing. Type your response as per our standard response guide and click “Publish reply” Note: make sure the response is correct and there are no grammar or spelling mistakes | 
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Apple App Store |
1. Login to App Store Connect and click on the “My Apps” icon | 
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2. Click on the Bakers Delight app | 
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3. Click on ‘Ratings and Reviews’ on the left-hand side menu | 
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4. Click on ‘Reply” next to a comment, type your reply and click ‘Submit’ Note: make sure the response is correct and there are no grammar or spelling mistakes | 
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https://docs.google.com/document/d/1VsY4YZH-8IdI1uIXTqoS7bNTARrMBdZZUncJtlIEAvE/edit
