You now know how every club order was received, without running a survey yourself. Customer Feedback emails your member 14 days after their scheduled order is processed, asks for a star rating and a comment, and files every response on one page in your vendor panel. It is off by default and switched on per club, so you can trial it on a single club before rolling it out.
Most cellar doors find out an order missed the mark the same way: a member cancels, months later, and nobody knows which shipment lost them. Asking at the right moment closes that gap. Fourteen days is long enough for the box to arrive and be opened, and short enough that the member still remembers what was in it.
How it works
The request goes out on its own, 14 days after the order
Members One checks once a day for scheduled orders processed exactly a fortnight earlier and emails those members a personal feedback link. Only successful orders qualify, so failed, declined and skipped orders are never asked about, and each order can generate one request only. A member is never asked twice about the same delivery.
Paused and skipped memberships still get asked, because those members did receive that order. Cancelled memberships do not.
Your member gets one screen, no login
The email names the club, lists what was in the order, and carries a Share your feedback button. That opens a single page form on your customer portal. The member leaves a star rating from 1 to 5, labelled Poor through Excellent as they hover, and an optional comment of up to 2,000 characters. The comment prompt changes with the rating, asking what could be better on a low score and what they loved on a high one.
Submit once and the link is spent. Open it again and the member sees a short note confirming their feedback already came through.
You decide how often each club asks
Feedback is set per club, on the Club Details step, and there are three frequencies:
- First order only. Each member is asked once, after their very first club order. The clearest read on new members and the least intrusive setting.
- Every order. Best for clubs with a handful of shipments a year, or where the contents change substantially each time.
- Once every X months. A cooldown you set, anywhere from 1 to 24 months, defaulting to 6.
Changing the frequency never resends anything. It only shapes the requests that go out from that point on.
What you get back
Every rating and comment on one page
Clubs & Subscriptions > Feedback lists every request and response, showing the date, customer, club, rating, comment and status. Requests appear as soon as they are sent, so the page tells you what you are still waiting on as well as what has come back. Search by customer, or filter by club, rating, status and date range.
Open a row for the full comment, the order number and the products that were in that shipment. If the member has not responded yet, you can resend the email or copy their link and send it yourself, which is useful when you already have them on the phone.
Ratings appear next to the records they belong to
You should not have to go looking for a score. The Subscription Clubs list carries a Rating column showing each club's average and the number of responses behind it, for example 4.6 (32), and that figure comes through when you export the list to CSV. The club view page shows whether requests are enabled. The membership view page has a Recent Feedback section with that member's own history, so you can read the room before you reply to them.
Be told when a poor score arrives
Under Settings > Users & Roles, turn on Membership Feedback Received for any staff member who should hear about it. The notification carries the member's name, the club, the order number, the rating and their comment, by email or in the notifications panel. A three star review is worth a phone call while the bottles are still on the bench.
Write the request in your own voice
The member request and the internal notification are both standard system emails, so you can rewrite them under Settings > System Emails. Edit Membership Feedback Request and keep the feedback link placeholder in place, since that is what takes the member to their form. Note that email subjects do not accept placeholders, so keep the subject general. The System Emails guide covers the editing process.
Getting it right
Start with one club and First order only
Turn it on for the club you know best, set it to First order only, and watch what comes back over a shipment cycle. That gives you a first impression score without adding to your members' inbox, and it tells you whether the request email reads the way you want before it goes out to everyone.
From there, judge clubs on their averages rather than on single scores, and follow up the low ones quickly. Feedback is also an early warning for the thing that quietly costs the most, which is members drifting away, so it pairs well with the fixes in How to Reduce Wine Club Churn. Full setup steps are in the Customer Feedback documentation.
Run a club that listens
Customer Feedback is part of the Members One subscription club tools, so the rating sits on the same member record as the order, the membership and the payment. Nothing to plug in, nothing to export. To see it running on your own clubs, book a free demo today.
