Sending automated review requests at various intervals after an appointment is a common and effective strategy to gather feedback. The timing of these requests can be tailored to suit the nature of your business or the specific customer experience. In this article, we will discuss how client reviews are captured.
Contents:
Things to Know
- Once a client leaves a review, they will not receive a request to leave another
- When redirected to an external site for example, Google, Facebook, etc:
- If the client already has an account with the selected provider, they can log in and proceed to leave a review
- If the client does not have an existing account with the provider, they are prompted to create one
- By default, only 4 and 5-star reviews are sent to your chosen external review site. However, you can opt to deactivate review gating, allowing all reviews from 1 to 5 stars to be directed to your selected external site. This feature is managed by the "Suggest External Review Site If Client Rating Is Equal To Or Above" setting.
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Positive Reviews (4 or 5 stars)
- Clients who provide ratings of 4 or 5 stars are redirected to your selected external review site. If no external site was selected, they will be directed to a private MyTime feedback form
- The review will be emailed directly to the location managers (If they were not redirected to an external site)
- The rating will be saved in MyTime's Reviews & Staff Ratings report
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Negative Reviews (1, 2, or 3 stars):
- Clients who rate their appointment lower (1, 2, or 3 stars) are directed to a private feedback form
- The review will be emailed directly to the location managers
- The rating and review will be saved in MyTime's Reviews & Staff Ratings report
- If you have Listing and Reputation Manager as part of your subscription, you can monitor and track reviews left on external sites from your SOCi dashboard.
How to Leave a Review
After receiving the request review automated message or manual campaign, your clients should:
- Select the desired rating
- They will be redirected to the MyTime private feedback form (if reviews are 1 - 3 stars) or your external review site (if reviews are 4 - 5 stars)
- Leave a feedback
- Click the "Submit" button
Email received by location manager
Review Scenarios
The table below illustrates various scenarios when clients are leaving a review.
| Scenarios | Results |
| Client clicked on the 4-5 rating on the email and was redirected to Google, where he/she left a review | The review and rating will be published on Google, and the rating will be saved in MyTime's Reviews & Staff Ratings report |
| The client clicked on the 4-5 rating in the email and was redirected to Google, but he/she did not leave a review on Google | The rating will appear in MyTime's Reviews & Staff Ratings report, but the review will not appear on Google |
| Client clicked on 1-3 rating on email and was directed to MyTime's private feedback page, where he/she selected a rating from 1-3 and left a review. | The review and rating will only be saved in MyTime's Reviews & Staff Ratings report |
|
Client clicked on the 1-3 rating on the email, which sent him/her to the MyTime review page, where he/she chose a rating from 4-5 and left a review |
The review and rating will only be saved in MyTime's Reviews & Staff Ratings report |
Ultimately, the goal is not just to accumulate positive reviews but to foster genuine engagement with your clients. Actively listening to their feedback, whether positive or negative, and incorporating that feedback into your business practices can lead to continuous improvement and increased customer satisfaction.