Your review engine is designed to make it easy to gather reviews and feedback from your clients / patients.
The core of your review engine revolves around the “Rate & Review” form located on the front page. This is where people can rate and review your company.
Here is an example of the Rate & Review form;
Form components:
- Name: we do ask for a full name from the review. However, we never publish a last name.
- City & State: This is incorporated as a keyword link to your primary web site on the individual review page
- Email: We do ask for an email from the reviewer. This is used in the notification that you receive when a review is placed. We also use it to send an automated “thank you” message to the reviewer.
- Product or service drop-down: You can specify categories of products or services that your company offers and let the user select from a drop-down. This is also incorporated into the keyword link on the individual review page.
- Rating: We use a 1-5 star rating scale. How they rate you dictates how the rest of the form works.
- Title of Review: this is a brief title of how they feel about your service
- Full Review: This gives them the opportunity to share more specific details about their experience with you.
So, If the reviewer rates you with a 3, 4, or 5 star rating: the form will look like this.
If the person is not happy and gives you a poor rating of either 1 or 2 stars, then the form changes into a customer service tool.
Instead of a “Full Review” field, the form turns into a customer service opportunity by asking the question “how could we have better served you?” It also asks if they would like a followup phone call and if so, the best number to reach them at.
This is a great way to show them that you are interested in their feedback. If you get a negative review, be sure and respond to them personally.
Once they hit submit, the magic begins …
Here’s what happens when they hit the submit button:
- You receive an immediate email with the content of the review
- The reviewer receives an autoresponder email thanking them for taking the time to write a review
- A review is created in the system and posted to your review based on your review publishing options
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Review Publishing Options: In your review engine settings, you can decide how to handle review publishing options and what threshold you consider a positive review.
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If the review is positive with either a 4 or 5 star rating:
The reviewer is directed to a “Thank-you” page. On this page we ask them to share the review with their friends by clicking and sharing on their social networks. It looks like this:
This feature is a very powerful way to generate referrals and tap into the power of “earned media” … people talking about your brand in a positive (and free) way.
Did you know? 74% of consumers trust recommendations from friends on their social networks
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Review Autoresponder Email
All review engines have the ability to send an automated email (autoresponder) to the reviewer after they have have written a review.
- Gives you the opportunity to thank them for the feedback (again)
- If you’d like, you can include a token of appreciation gift or special, such as a Starbucks gift card or a special offer on their next visit (note: we don’t recommend “bribing” them up front when asking for a review, but prefer to thank them after the review is placed).
- If the review is positive with either a 4 or 5 star rating, we include a link to your Google+Local page and invite them to leave a review on your Google+Local listing as well as a favor to you
- If the review is not positive with a 1-3 star rating, the email turns into a customer service opportunity with an apology that you didn’t meet their expectations and a willingness to follow up with them to see what you could have done better. Again, a great customer service/follow-up tool.
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And that is how your review engine works. Pretty nifty, huh!