Summary
Online reviews help you measure customer satisfaction. To get reviews from your customers, you need to update your settings in:
Settings/Online Reviews
Settings/Document Templates
Key Points
Update your Online Reviews
Update your Document Templates
Test your updates
Settings/Online Reviews
Click the Settings gear icon in the upper-right corner
Click Online Reviews
If it is unset, click the check box [ ] Activate online reviews
Copy and paste your review sites to the link fields (you do not need to put more than one - but put as many as you would like)
We offer templates for the positive and negative review messages. To make it more personable and write up a call to action, change the text to make it more appropriate for your business.
Click Save
Settings/Document Templates
To get your online reviews in your Work Order emails:
Click the Settings gear icon in the upper-right corner
Click Document Templates
Verify you have {online_reviews} in the email body, if you don't:
Click and hold the {online_reviews} placeholder on the right side of the page and drag it to the email body where you want it to appear and drop it
Click Save
Click Preview (always click a Preview button!)
Make the necessary changes
Click Save
When your customers receive the Completed Work Order email, a request is included for them to review their experience and it includes 5 stars to rate you.
Low rating is at the left star, high rating is at the right star.
Tip Under the {online_reviews} place holder, add Poor Average Excellent with a little spacing between each to guide your reviewer to the correct evaluation of the service.
{online_reviews}
Poor Average Excellent
It will appear in the email as below:
When your customers click 4 or 5 stars, they get prompted to write an online review.
If your customers click 1, 2 or 3 stars they can write a response email that goes directly to you. One, two, and three-star reviews do not go online.
Test your updates
It's probably best to test this before going live by sending it yourself. This way you can change the formatting and text.
Create a Work Order
Mark it complete and then the ability to rate the service will appear
From the Work Order, click Email
Enter your email address and click Send Work Order
Open the email and check it for formatting, spelling, general overall look, friendly tone, etc
To test this again, create and close a new Work Order. Using a previously tested Work Order will not allow you to change how it was originally reviewed; customers will never be able to overwrite their original rating.
Also see: Settings - Online Reviews
Also see: Online Reviews - how to create my review sites
Also see: Fieldwork Blog for Online Reviews
Also watch these two videos: