When can I give Feedback?To ensure that Keen's Advisors have the opportunity to provide the best reading possible, customers are asked to hold a conversation with their Advisor before they are allowed to leave feedback. You may leave feedback for a Call or Chat after you have spent more than $6.00 of your own funds on the transaction or the conversation has lasted more than 3 minutes. You may leave feedback for Paid Mail that is $10 or more. Please note that promotional funds and time do not count towards the minimums.
How do I give Feedback?
After you complete a call, you'll be asked to rate your experience by using your touch-tone keypad to give that listing a rating of between one to five stars (5 stars being the highest). A rating of 4 or 5 will improve that listing's overall rating ; a rating of 1 or 2 will lower it.
After you complete a chat, you'll be presented with a green "Leave Feedback" button towards the bottom of your screen. Clicking this button will take you to new page where you will have the option to rate the chat from 1 to 5 stars (5 stars being the highest). You will also be presented with a dialogue box where you may supplement the star rating with written comments.
You may also leave Feedback for Paid Mail. When you receive a Paid Mail message from an advisor that is $10 or more, you will be presented with an option to leave feedback once you press the "Send Payment" button. Once you confirm the Payment Amount, you will be taken back to your message, where you will see the option, "Please Leave Feedback" highlighted in yellow. Clicking this link will take you to a new page where you will have the option to rate the chat from 1 to 5 stars (5 stars being the highest). You will also be presented with a dialogue box where you may supplement the star rating with written comments.
Note: Additionally, you may click on the green "Leave Feedback" button found on the top-left of your My Keen page at any time to leave feedback for any applicable Calls, Chats, or Paid Mails. You may only rate up to 1 call, chat or Mail per specific advisor per day. This means that if you've interacted with multiple advisors in a day, you can leave 1 feedback for each of them. You have up to 14 days to leave feedback for any particular call, chat or Paid Mail and your written comments will be visible for 12 months.
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