In our latest release, we’ve made it very simple for you to choose who and how you ask for reviews. We’ve also added a few updates that will help you improve the quantity and quality of your reviews.
The following enhancements are live for customers using Listen360 Reviews, as of 11/6/2019:
- Customers that are promoters (9s and 10s) will receive a follow-up review invite* via e-mail asking them to post a glowing review within 1 day (as opposed to 4 days) of their positive feedback response.
*This only applies if you have follow-up review invites turned on.
- We will prompt customers for an online review each time they complete a feedback survey*. Following the ask for an online review, your customers will still be able to share their positive experience with your brand across their personal social media platforms.
*To avoid being burdensome, we won’t ask for a review more than once in a 30-day timeframe.
The following settings are optional for customers using Listen360 Reviews, as of 11/6/2019:
Flexible Review Gating: Choose Who You Ask to Leave a Review
Google recently updated their Terms of Service around how businesses are allowed to ask for online reviews.
In response to this change, we’ve made it very simple for your organization to decide whether you ask promoters, promoters and passives, or everyone (promoters, passives, and detractors) to write an online review for your business.
If you’d like your online review settings to remain the same and only ask promoters for reviews, no action is required.
If you’d like to make a change, you have a few new options:
- Standard Review Invites: Your customers will be prompted to leave an online review after completing their feedback survey. You can choose to ask:
- Only promoters (9s and 10s) or
- Both promoters and passives (7s and 8s)
- Postponed Review Invites: You also have the option to follow up 1 day later and ask for an online review from:
- Promoters or
- Both promoters and passives
Additionally, you have the freedom to ask for a review from those that responded to their feedback survey with a 0-6. If you choose to open up online reviews to detractors, the review invite will be sent via email after 10 days. This grace period gives your employees a chance to make things right with their customers before asking them to leave an online review.
The above options are available for each review site you have set up. So, for example, you can select to ask all your customers for Google reviews, but only your happiest customers for Facebook reviews - the choice is yours.
Please keep in mind that this is a brand-level setting that will cascade down to locations within your hierarchy. If you’d like to change your current settings, please follow this link: How do I change who is invited to leave a Review on Google for more information.
I hope this information was helpful and you find these new updates useful to your organization. If you have any questions at all, please don’t hesitate to contact us. We are always happy to help.