On <insert date> Listen360 released an update to the Reviews application:
What is Reviews:<insert link to the article>
Why did Listen360 make changes to the Reviews application:
Google quietly made a change to its Terms of Service around its expectations of companies asking their customers for online reviews. The net of the change is that you can no longer ask only your happy customers to post reviews. If you ask at all, Google says that you have to ask everyone, irrespective of sentiment. You can see Google’s terms <insert link here>.
Here’s the way the process worked before:
1. We asked your customer for feedback If the customer responded as a promoter, we asked them to post a review on Google, and for some brands, on other reviews sites as well.
2. If the customer clicked the link to post a review, we did not ask them to do so again for a year. (We didn’t want to overburden them with email requests.)
If you survey your customers more than once during the year, in subsequent surveys during the same year that the review was posted, we bypassed the Google review request and instead prompted the promoters to share on their own social media networks (Facebook, Twitter, LinkedIn)
Note: If you had enabled a reminder review request email, those went out 7 days after the original request for feedback.
3. If your customer responded as a passive or a detractor, we ended the survey with a thank-you.
Here’s the way the process works now:
While Google has changed its requirements, Facebook and others have not. You’ll have the ability to comply with Google’s new terms but retain the option to invite only promoters to post on other sites, if you’d like. The settings have been designed to provide great flexibility as you determine what’s right for your business.
Once your settings are in place, the process will look like this:
1. We’ll ask your customers for feedback.
2. We’ll prompt the review request of the promoters, passives and detractors as you’ve designated in your settings.
4. We’ll prompt the promoters to share on their own social networks (Facebook, Twitter, and LinkedIn)
Note: Detractors will not be asked to post a review as they respond to the feedback request. Instead, they’ll receive a review request email 10 days after they respond to the request for feedback. That way, your teams will have time to reach out and get the unhappy customer’s issues resolved before they’re prompted to post a public review.
Review request reminder emails can be set up to gently prod promoters and passives to post reviews. With the new release, those reminders will go out within 24 hours of the initial request for feedback. Detractors will not receive reminder emails.
Additional Questions? Please reach out to Listen360 Support via email at firstname.lastname@example.org