Public Reviews Screen
This screen appears when a customer receives a “Review First” prompt via SMS or Email. These prompts are triggered based on the Public Review Frequency settings in your location preferences.
When shown, the customer is directed to leave a public review on platforms like Google or Facebook.
If the customer hasn’t submitted a review yet, Applause will continue prompting them with future requests until they do. Once a public review is completed through Applause, that customer won’t be asked again in future service cycles. Instead, they’ll receive an alternate prompt designed to maintain engagement without repeating the review request.
Currently, this alternate prompt is set as an NPS (Net Promoter Score) question, and if the client leaves a high score, they are also given the option to tip. This process ensures that clients are not repeatedly asked for public reviews after they have already provided one, even if the public review setting is at 100%.
Public Review Workflow
> Public Review Frequency (Who Gets Asked for a Public Review?)
This setting lets you decide how many of your customers get invited to leave a public review, like on Google. Say you set it to 10%, that means roughly 1 in every 10 customers will get a request to leave a public review, and the other 9 will be asked for regular NPS feedback instead.
> 2nd review delay
After a customer submits a review, you can choose how long to wait before asking them again. For instance, if you set it to 365 days, a customer won't receive another request to leave a review until at least 365 days have passed since their last review submission (this only applies to the same public Google review listing where Applause recognizes that they left a review at)
Review First (Google Review) sample:
Confirmation Screen
This appears after a customer submits a request from the NPS flow, confirming that their feedback has been submitted.
Confirmation screen sample:
