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Client Reviews

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 

  1. Automated review requests can be scheduled to be sent a few hours, days, or weeks after a client's appointment. The frequency can range from:
    • After their first appointment only 
    • After their first, second and third appointment
    • Multiple (after every appointment) 
  2. You can send a manual review request campaign in addition to an automatic review request
  3. Once a client leaves a review, they will not receive a request to leave another 
  4. You can choose to have clients leave a review on MyTime or redirect them to an external site
  5. 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
  6. MyTime tracks and records all review ratings from 1 to 5 stars
  7. By default, only 4 and 5-star reviews are sent to your chosen external review site. However, you can choose to deactivate review gating, which allows all reviews from 1 to 5 stars to be directed to your selected external site. This feature is controlled by a hidden setting. If you need help enabling this option, please contact our Support Team.
  8. 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
  9. 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
  10. 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:

  1. Select the desired rating review.png
  2. 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)        review 1.png
  3. Leave a feedback
  4. Click the "Submit" button

Email received by location manager

review 3.png

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. 

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