Reading this documentation through from start to finish will give you a thorough understanding of Drive's capabilities. You can also jump to a specific section of this guide using the table of contents on the left.
Customer Connect will help you:
Team Engage will help you:
Marketing Pro will help you:
Management Coach will help you:
Hover over the icons to the left of the Home page to reveal the main navigation bar. Hover over the gears at the bottom of the navigation bar to reveal "Setup", "Submit Data", and "Help" options. Clicking "Help" will start an email to support@drivecx.com to request support.
By completing Setup you will define the details of your company used in data collection. Move through the setup menu and enter information about your company including, contacts, locations, team, managers, fiscal, labor departments, sales periods and types, how you connect with customers and employees, and your social media integrations.
Drive CX uses this information while collecting and sorting data.
Here you can also edit your comment card for delivery to customers through web, social sites, tablets, kiosks, payment devices and WiFi networks.
Throughout this guide we'll learn about each Setup item in detail.
Click on the orange hats in sections throughout the dashboard to reveal more information and user and management tips on each.
To logout click the user icon at the very bottom of the navigation menu, next to your company name.
Home is where you land when you first log in to Drive CX and provides a company overview at a glance. Here you can quickly find loyalty ratings, average spend, average customer visits, customer value, sales, customer and team satisfaction, market reach, and whether each is up or down from the previous period.
The “Home” menu has five tabs across the top.
Floating in the top right corner of each overview you’ll find the reporting filters. Filter by date range, and/or location. The default date range for reporting is 3 months from the start date of the current week. Click on the date range or location box to reveal filter options.
There are four management areas, “Customers”, “Employees”, “Promotions”, and “Sales and Margins”.
Each management area contains four dashboards accessed through the tabs at the top of the page.
The Administration Contact Info and Head Office Address fields are populated from the information you entered when you subscribed to your Drive CX account.
“Other Information” allows us to tell you how you are doing compared to similar companies in your industry sector.
Next, upload a “Favicon Logo”, a small version of your company logo used on your customer and team mobile applications and in your text and email responses to feedback.
Finally, setup your fiscal year end and start of the week under “Action Management”. Add your target growth, discount, product and margins %.
The start of the fiscal period and week will be used for reporting. The % targets will be used for performance alerts in your team coach.
Click the "Links" tab and enter your social media links which will display in your website comment card and under "Links" on the main navigation menu. Under "Other Links" add links to make training sessions, scheduling software, and staff policies, etc. Make all your software accessible from your dashboards or through the team app.
Go to Setup > Locations. Enter information that is unique to each location only. If a field is left blank it will be populated by the information entered on the Company page. To toggle back and forth between Location and company information, click “Use Company Settings”.
Go to Setup > Managers and click the orange button “Add Manager”. Enter each managers’ name, phone #, email, position, and which locations they manage.
Enter a temporary password for each manager can be changed at the login screen.
They are available via the “Share” buttons on the “Customer Connect” and “Team Engage” pages and on the main navigation bar under Links > Customer Connect and Links > Team Engage.
You’ll find your customer comment card has several links optimized for different customer feedback venues.
The first share link, “Web Comment Card” is designed to be shared online via your website, socials, and email. The "Web Comment Card" is accessed using your customers’ personal devices.
On this version of the comment card, the social and web links you added under the links tab on the Setup > Company page will appear inviting customers to follow and share on social media after completing the comment card.
Post the link on your website, socials and send to your customers as part of email campaigns to invite your customers to give feedback.
Add your comment card link to your company mobile app so customers can easily give feedback from their phones.
Keep up to date on social media with convenient access to your social accounts from the main navigation bar.
Go to Setup > Company and click the “Links” tab. Enter links to your company Facebook, Twitter, Tumblr, etc. under “Social Marketing Links”. These will appear on the main navigation bar under “Links > Social Media”.
The second share link, “Tablet Comment Card” is designed to be delivered on tablets within your business, and does not include social links.
It is typically used with tablet “lock down” features or software allowing users to browse only authorized URLs such as the comment card.
The third share link, “Kiosk App” is a simple app that runs on a tablet to provide your customers easy access to information while they are in your business. Each button has either a pre-defined page to add content, or hyperlinks to another URL.
You can upload four rotating images in the kiosk app with four hyperlinked buttons including the “Tablet Comment Card” link which automatically links to your tablet formatted comment card.
The kiosk app does not include social links.
The kiosk app is is typically used with tablet “lock down” features or software allowing users to browse only authorized URLs.
The fourth share link, "Phone App" is is a simple app to provide your customers easy access to information on their phones. Each button has either a pre-defined page to add content, or hyperlinks to another URL. The phone app is a URL with four hyperlinked buttons including the “Web Comment Card” link that includes social links.
Use it to provide your customers easy access to hours, find the closest location, see menus or order screens, and find out about specials or upcoming events.
The comment card link in this app includes social links and invites your customers to follow you on social media.
The fifth share link, “VIP Landing Page” is designed to be delivered on a WiFi network as a landing page that invites customers to sign up to loyalty programs, and then emails the "Web comment card" for feedback.
Get more information on how to setup your VIP Landing page on your WiFi network from your WiFi provider.
Your Drive CX payment app can run standalone to process payments, or as a fully POS integrated Pay-At-The-Table solution. With POS integrations, you can manage customer orders from your payment device.
Customer purchase details are stored in the Drive CX Customer Relationship Management database, so you can use that information to send personalized promotions.
To setup your payment device, download the Drive CX app on your device. See “Setup Payment Devices” links below for more information on how to do that.
Next load your comment card from the Drive CX app.
If you are a new customer, there are 3 simple steps to setup your Drive CX account to create and download your custom comment card to your device:
If you are an existing customer, you can skip the steps 1 & 2 and got to step 3.
The Drive CX payment menu will load. You are now ready to process payments.
For more information specific to supported payment devices, see the following links:
On the Configuration Info screen of your payment device:
Collect payment before, or after the customer rates.
In a more relaxed, full service hospitality environment, you may want to present the payment device to the customer and have them rate their experience to display their bill, choose how they would like to split the bill, and select their payment method.
In a high volume, quick service, or retail environment, you may want to have your server or cashier manage payments and present the option for customers to rate their experience as part of completing payment.
Stand-Alone, or Order & Pay-at-the-Table Payment Application.
Use Drive CX payment app in a stand-alone environment, where your payment device is not connected to your POS. In this case, the server, cashier or sales rep enters the payment information manually on the payment device. Payments are entered manually into the POS system.
If you have subscribed to Drive CX POS Connect, you can use your Drive CX app as a fully POS integrated Pay-At-The Table, or Customer self-serve application.
In this case, the server, cashier, or sales rep can create, view, and pay orders/invoices on the POS system with their payment device. Ask us if this is available for your POS systems.
There is one Device Setup Option on the Bill Info of your payment device:
Fill in Comment Card on Payment device, or send to Phone.
When the payment device in high demand, the server, cashier or sales rep has the option to select “Send Comment Card to customer’s phone”, rather than have the customer fill out the comment card on the payment device.
If this option is not selected, the customer is still presented with the choice to fill out a comment card on their phone, instead of on the payment device.
As part of setting up your Drive CX account, you will have used our “Comment Card Builder” to create a custom branded comment card with Opening and Closing images and a set of recommended default questions.
Learn how to optimize customer engagement by further customizing your comment card questions, responses, rewards, loyalty signup, and reminders for feedback:
To edit your opening page go to Setup > Customer Connect > Comment Card Setup > Opening Messages.
Everything entered here will appear on the first page of your comment card.
At the top left, you’ll find the “Comment Card Opening Title”. This displays in a bar along the top of the comment card itself.
Echo your brand voice. You can say things like, “Tell Us How We Did Today?”, or “Thanks for Joining Us”.
Below that the “Comment Card Opening Message” appears. Create a personalized message inviting your customers to share feedback, like “We value your feedback, can you take a minute to share your experience”.
If you are collecting feedback on your payment device, customize your “Submit Rating Button For Payment Devices” on the next line. For example: “Complete and Pay Now” will appear on a button that submits a five-point rating and initiates payment.
Following that you’ll find a text input field for something we call the “Quick Score”.
The “Quick Score” is a five-point customer satisfaction rating. It is a quick and candid way to gather a customer’s overall impression of each visit.
The descriptions of each rating are customizable. For example, you can change 5 from “Excellent” to “Amazing”. Be careful not to change the intent of the description, or we won’t be able to compare you to industry benchmarks.
The bottom left area pertains to surveys delivered on a tablet. In this case, you can use the IP addresses field to only accept feedback from specific locations. If specifying more than one IP address, separate each IP address with a comma.
To the right you may upload an image to appear on the first page of the comment card. Choose an image that is engaging, and reinforces your brand.
Click “Choose File” to upload your image. Click “Save Changes” and the image preview area will update. If you’ve uploaded an image previously and would like to change it, hover over the image to display “View Image” and “Delete”. Click “Delete” to remove the image and then click “Choose File” to upload a new one.
Choose images with landscape orientation that are less than 700px wide, by approximately 250px tall.
Next, choose a highlight color for the comment card header and buttons. Click “Save Changes” on the bar at the bottom of the page to save your changes.
Choose a color that represents your brand and compliments your images.
View your changes by clicking on “Share” and then clicking on either the Web or Tablet comment card https://drive.bi” short link.
The “Web Comment Card” is formatted for viewing on an internet browser, and the “Tablet Comment Card” is formatted for viewing on a tablet device.
More information on "Share Links" can be found here
Congratulations, you’ve completed the opening page of your comment card. Click “Back” to return to the main menu of the Comment Card Setup page.
View your abandonment rate by percentage. On the main navigation bar click “Customers”, and then the “Customer Reviews” tab.
As a guideline, an acceptable abandonment rate is between 2% and 10%. We recommend rotating questions to gather all you need to know, keep your survey short, and your abandonment rate low.
To show, hide, add or edit questions in your customer comment card, Go to Setup > Customer Connect > Comment Card Setup > Questions.
At the top of Questions setup page, you’ll find three check-boxes.
“Ask customer for server name?” Will add the question “Who served you today?” as the first question in the survey. Use this if you are not capturing server number at point of sale on the server setup screen.
“Go to Server Setup for every new comment card” will prompt the server to enter their Server, Table, and Bill # and amount before every new comment card.
“Complete Comment Card on payment device”. Check this option if you are delivering your survey on a payment device. When checked, the customer will be prompted to answer questions on the device. When left-unchecked, the customer will be texted a link to complete a comment card on their phone.
This is followed by 6 types of questions. By default some questions are hidden. Opt to show or hide questions or whole sections of the comment card by clicking the to hide them. Click the icon again to show and include them.
As you edit questions, a checkbox may appear asking if you are changing the wording, but not the meaning or intent of the question. If left unchecked, the questions reporting remain unchanged. Checking the box sets up a new question reporting category.
Something to consider, if you change intent of the predefined questions you won’t be able to see how you compare to your competitors and the question may not match the report category heading.
Section 1 - User Defined Text – This is a great opportunity to ask something like “What would bring you in more often”, or, “Do you have any suggestions for us”.
Section 2 - Dine Out or Shop Frequency – use this to measure your share of your customers spend. See if you can “move the needle” on how often your customers choose you.
Section 3 - NPS (Net Promoter Score) – this question is a measure of brand affinity, and correlates closely to growth. Customers are divided into 3 categories, based on their rating.
The NPS is calculated by subtracting the % of detractors from the % of promoters. This score is typically compared to industry standards.
Scores of 9 & 10 are called Promoters, they are considered active promoters of your business having a positive impact on growth.
Scores of 7-8 are called Passives, they are considered indifferent and not impacting growth either positively or negatively.
Scores of 0-6 are called Detractors, they are talking about your business in a negative way and suppressing growth.
Section 4 - Marketing Intelligence Questions – use this section to get a better understanding of how your customers are finding you and why they choose you.
Section 5 - User Defined Multiple Choice – use this to find out if your staff are staying with operational standards, like, “Did you server tell you about the specials”.
Section 6 - Product, Service and Ambiance – Use this to identify where you need to focus your management attention. You can ask one question per category, or, you can ask 3 questions within each category. For example, “What did you think of our Food?” or, “What did you think of our Taste, Presentation, Value?”.
In Section 4 and 6, you can add an additional question. For example, under food you can ask “What else would you like to see on our menu?” or, “under product, What else would you like us to carry?”. Turn them on and off with the check box.
Set up and change automated, rating based responses to your customers’ feedback. To change them, go to Setup > Customer Connect > Comment Card Setup > Responses.
Enter the name you want to sign off with when sending responses under “Identification” in the “From Email Name” field.
Under Contact Page Setup:
On a payment device, the Contact Page will appear after the customer rating.
Invite customers to share good reviews on their favourite social media sites with a personalized message included in your response. Enter up to two messages in the text fields “Post On Social Media Sites Line 1” (e.g. Thanks for a great review!) and “Post On Social Media Sites Line 2” (Please share your comments with your friends on social sites).
Below you can change the default email and text messages for each rating 1-5. The text message field is limited to 108 characters.
Reward offers are one-time incentives for a customer to return sooner, and more often. Go to Setup > Customer Connect > Comment Card Setup > Rewards to setup rewards.
Check the box next to “Use Comment Card Rewards” to enable rewards.
Your reward page immediately follows your “Opening Message” or “Quick Score” page, depending on the device.
Fill in the “Comment Card Button Text” that appears on the page after the “Quick Score” rating has been submitted. The default button reads “Tell Us More”. Clicking on this brings the customer to the first page of the comment card.
The “Quick Rating Thanks” also displays on the page immediately after the “Quick Score” rating has been submitted.
Select a reward type from the drop-down menu. The options are:
Using the text fields below, create a reward that will appear when a customer opts to provide more detailed feedback ie. chooses complete the comment card. Rewards are one time offers that can have terms and conditions. The default reward is a gift card with minimum purchase of $50 and no expiry date.
Customize the text fields accordingly by entering:
Try different types of rewards to see what your customers respond to.
Enter a reward message that will appear once a customer takes you up on your reward offer and completes a comment card. For example, if your reward is a Contest entry your message might be - “We’ve sent you a link to confirm your contest entry. Good luck!”.
Simultaneously, once the reward message is displayed, a response will automatically be emailed or texted to the customer.
Edit your reward response email or text in the fields below. Enter the title of the reward and instructions to redeem.
Save your changes.
With permission to communicate the doors for more insights are opened. As you get to know your customers, use their feedback to personalize marketing offers and influence buying habits.
Congratulations, your customers now get rewards, and you get more feedback. Win win.
Loyalty programs build brand loyalty and help customers choose your business more often through incentives, and by reminding them that they like you. Because of this, loyalty programs generally increase a customer’s lifetime value.
Go to Setup > Customer Connect > Comment Card Setup > Loyalty (VIP) Signup to get started.
Here you can check the box and suppress the loyalty signup page.
The "Loyalty Signup Request Button” appears on the thank you page following the Quick Score response and if clicked pushes customers through to the loyalty sign-up page.
The “Loyalty Signup Cancel Button" allows customers to opt-out, once on the sign-up page.
The "Loyalty Signup Title” appears at the top of the loyalty sign-up page and the "Loyalty Signup Message” prompts the customer to enter their contact information. Customers can choose to receive offers by email or text but you can choose to disable the text option.
You can also choose to display a “Request Gender” option by checking the box.
Upon signing up, your customers will receive confirmation by email or text, as selected. Customize this email by editing the fields at the bottom of the page under “Loyalty Signup Response”.
The email title is both the subject line of the email and header of the page. The email response is the body of the email.
The text response is sent via SMS if the customer has opted to receive offers by text.
You can ask for Birthday and Anniversary information to send special offers. Leave either field blank to hide them.
The birthday message is displayed by default but if you’d rather not display it, delete the text in the field and save your changes.
Upload an image to display on your signup page that is no wider than 700px and is about 250px high.
As long as “Loyalty signup” is enabled customers can share the your loyalty program with friends and receive reward offers.
Set this up on the “Rewards” page. Navigate back to the main Comment Card setup page save and hit back from the loyalty page or go to Setup > Customer Connect > Comment Card Setup > Rewards.
Add a share button by entering a button name, a short accompanying message, social media buttons, a “Loyalty Signup” button, email and text response.
To edit your closing messages go to Setup > Customer Connect > Comment Card Setup > Closing Messages. Here you can edit the images and text on the last page of your comment card.
If you are delivering your comment card on a personal device, you’ll want to check the box next to “Suppress “Start A New Comment Card” button” to remove this option.
Enter your thank you message and closing text.
If your comment card will be embedded on a website, email, or phone app, invite your customers to join you on Social Media with the Social Media title and message.
Click “Choose File” to upload your image. Click “Save Changes” and the image preview area will update. If you’ve uploaded an image previously and would like to change it, hover over the image to display “View Image” and “Delete”. Click “Delete” to remove the image and then click “Choose File” to upload a new one.
Choose images with landscape orientation that are less than 700px wide, by approximately 250px tall.
Click “Save Changes” on the bar at the bottom of the page to save your changes.
View your changes by clicking “Share” and then following the “Web Comment Card https://drive.bi” link, or if editing from a tablet choose the “Tablet Comment Card https://drive.bi” link.
The “Web Comment Card” is formatted for viewing on an internet browser, and the “Tablet Comment Card” is formatted for viewing on a tablet device.
In keeping with law regarding use transparency in data usage make sure your customers know how you're using their data by entering your company's privacy policy, terms and conditions of use.
On this page you can also enable an automated email that reminds customers to fill out a comment card every 90 days.
Go to Setup > Customer Connect > Comment Card Setup > Reminders & Terms and edit the default text.
Here you can also set up automated requests for feedback from your customers every 90 days.
If you have selected “Contest” as a “Reward type”, entrants will be recorded. Go to Setup > Customer Connect and click the "Contest" tab.
Be sure to pick a winner for each draw date. Flag a staff member or manager to randomly pick a number in the date range associated with the draw period. Consider contacting the customer to see if you can publish their name on social media as “This Month's Winner”.
Go to Setup > Customer Connect. Click the "App Setup" tab and choose "App Brand".
Enter your business hours, upload your desired brand images and choose some basic styling to be applied to your app.
To enable your Customer App go to Setup > Customer Connect. Click the “App Setup” tab and choose "Home Page". Check the box to enable the app.
The app link will now be available on your comment card.
Select “Display the option to send the App link on the Loyalty/VIP sign up page” to display a button on your comment card that will ask customers if they'd like to receive the app link in the email or text response.
Click the "Save Changes" button. Congratulations, your customer app is setup and ready to use. Share your customer app by clicking the “Share” button. The "Phone App" link will be sent to customers who opt for it, and you can copy and paste the link to email it directly.
Ask customers to bookmark the page so they may easily return to it.
Enter your business hours, add a company logo, and choose background colors for your app, comment card and customer response email.
Upload your logo, you can choose a round or square format, or more of an elongated banner format.
Align your logo, centre, or right relative to your background image.
Choose whether or not your logo will be displayed transparent on your background image, or have it displayed against a background color.
Enable your app, add messages to invite your guests to bookmark it on their phones, and upload images to display on both phone and kiosks.
Go to Setup > Customer Connect > Comment Card Setup > App Setup > Home Page.
Select “Enable the App? to make the app link available in your comment card.
Select “Display the option to send the App link on the Loyalty/VIP sign up page”, to display a button in your comment card that will include the app link in the email or text response.
Enter the names for the 4 app buttons and either leave blank to go to a predefined “What’s New” or “Specials Page”, or enter a URL to direct the customer to another URL like an menu or online order page.
Upload up to 4 portrait or landscape images for your kiosk app, depending on the orientation of your tablet in the kiosk. The images will rotate to catch your customers attention.
Upload one portrait image for your phone app.
Press SAVE to create your app and view your app on the “Phone App” share link.
Go to Setup > Customer Connect. Click the “App Setup” tab and choose “What’s New”.
Check the “Send What’s New Notifications” box to send customers an email or text whenever new content is added to this page.
Add a title to the notification, a description, a “Call to Action” button name, and external URL to enable this page.
Click “Save Changes”.
Go to Setup > Customer Connect. Click on “App Setup” and choose “Specials”.
Check the “Send Specials notifications” box to notify customers via email or text whenever new specials are added.
Add a title to the notification, a description, legal disclaimer, type of code to appear on the offer, the promo code, a “Call to Action” button name, and external URL to enable this page.
Go to Setup > Customer Connect. Click on the “VIP Landing Page” tab.
Upload an image to appear on your landing page (maximum width: 700px), enter banner text, and a description of your loyalty offer in the “Body Text” field.
Customize your “Decline Button”, e.g. “No Thanks - Just Connect Me”, and “Accept Button”, e.g. “Sign Me Up and Connect Me”
If your customer accepts the invitation to sign up the next page they’ll see is a “Thank You” page. Enter your “Thank You Banner” text, “Thank You Message” e.g. “We’ve sent you an email to confirm”, and “Thank You Body Text”.
Upon connecting the customer is directed to landing URL of your choosing. This could be your customer app, a website, a menu, order page, etc. Enter your URL in the text field “Final Landing URL Entry”.
Your customers will receive an email asking them to confirm loyalty signup and requesting feedback. Customize the email subject line, email title, body and button text that confirms signup and delivers a comment card.
Congratulations, You’ve completed everything to do with connecting with your customers. Next we’ll look at tools for connecting with your team members.
In this section, you’ll learn how to increase communication and engage teams with:
Empower your managers and frontline teams with the mobile Team App. The app allows your team to:
To enable your Team App go to Setup > Employee Connect. Click the “App Setup” tab and choose "Home Page". Check the box to enable the app.
The mobile app will be enabled and you can now find a shareable link to it by clicking the “Share” button.
Check “Enable Customer Feedback by Server” box to display server names next to the rating in the app and on the management dashboards.
Check the “Enable Customer Feedback for Managers only” to make customer feedback from reviews visible only to managers.
Check “Enable My Board” to assemble team member profiles with their picture, favourite quote, what’s most important to them, goals, and achievements they are most proud of. Here team members can accumulate “Thumbs Up” from peers for feedback and “Awards” from management for excellence.
If you choose not to enable the Team app, “Team Check-in” and "Review” will still function. You can set those up independently by clicking the tabs on the “Employee Connect” page and find links to each form by clicking the “Share” button.
You can also find access to the “Team Check-in” and "Review” links on the main navigation bar. Click the “Links” icon and find them under Team Connect.
"Team Check-in" and "Review" links are secured with a log-in and password.
Check the “Use Reward Board” box if you would like to track productivity and reward teams with using a points system.
Customize the default background colors for your company news and team post pages to match your logo/brand.
Select primary and secondary color for team emails.
Click "Save Changes".
Brand your team app, team check-in and review pages with custom colors and images.
Go to Setup > Employee Connect, click on the app setup tab and choose “App Brand”. Upload your desired brand images and choose some basic styling. Your colors and images will be applied to your mobile app, "Team Check-in" and "Review".
Fill in the Contact Details to the right of the screen with your company email and website.
Click "Save Changes".
Congratulations, your team app is setup and ready to use. Share your team app by clicking the “Share” button.
Copy and paste the “Phone App” link and email it to your team. Click on the link on a mobile device. Bookmark the page so you can easily return to it.
Go to Setup > Employee Connect > App Setup > Weekly Check-in.
In the top left box on the first page, you can change the default “Team Check-In Title” and “Message”. The defaults are:
Next, upload an image for your opening page. Something that is fun and invites communication in a light-hearted way. On the second page, you can change the default text questions.
On the third page, you can change the multiple-choice questions to poll your team members about how to make the workplace great. The default questions are:
On the fourth page, is an opportunity to ask if your team member would like to meet privately. The default meeting invitation title and message are:
The fifth and final page, has a “Closing Title” and “Closing message” and Image. The default is:
Consider an image of the team that creates a sense of community.
Go to Setup > Employee Connect and click on the "Quarterly Review” tab.
In the top left box on the first page, you can change the default “Quarterly Review Title” and “Message”. The defaults are:
There are 3 pages of multiple choice questions, you can change the multiple-choice questions to poll your team members about how to make the workplace great.
The defaults are:
The fourth page is your employee NPS score. The default questions are:
The fifth page, is an opportunity to ask if your team member would like to meet privately.
The Closing page, has a “Closing Title” and “Closing message” and Image.
The default is:
Some examples of privacy messages and terms are: