Ratings and Reviews
Ratings and Reviews can be added to your account under Settings - Workroom. Once that is done, the adjustments you make under Settings - Ratings & Reviews will be reflected on the left-hand menu item ‘Ratings & Reviews.’
Here is what you can configure on that page:
Rating Type: When setting up your feedback campaigns, you have the options of: Scale 1-5, Scale 1-10, and ‘Happy or Sad.’ We recommend the Scale 1-5, but if you choose one of the others, you’ll need to make sure your email/SMS campaign is configured the same way.
Detractors: When these campaigns are sent and someone leaves negative feedback, they are marked as a ‘Detractor.’ Since you want to do what you can to improve their experience, this is where you can program a response that reassures them and potentially leave further information on how you can help them have a better experience.
Promoters: When these campaigns are sent and someone leaves positive feedback, they are marked as a ‘Promoter.’ Since they are already feeling positive about their experience, you can configure a response here to ask them to leave a public review or share their love on social media.
Default Thank You Message: If someone leaves a review that isn’t a promoter or detractor, they will receive this default message. There is still a chance they might leave a review, so we recommend making this vague enough to use for multiple reasons.
Columns for Ratings Dashboard: When reviewing your ratings, these columns (or attributes) will be what is displayed in the Ratings & Reviews section. Select whichever attributes you would like to see along with their ratings in order to get a better understanding of the feedback you receive.
For instance, in the above example, the columns selected are first_name, last_name, email, and phone.
New Social Link: When you are asking for public reviews, there might be multiple sites you want those reviews to be added OR multiple locations. In order to make sure the right customers get sent the right links, this area to add social links allow you to define this.
In the menu that displays (see below), you will need to define the location attribute (typically club_name or home_location) and add in the corresponding links you want sent to contacts at that location.
Once added, just click ‘Create’ to save. Then, when sent the feedback and leaving reviews, they will be sent the correct Google or Facebook link.