Summary
Reviews with 3 stars or less do not go online. When a customer clicks 3 stars or less, a private negative review page appears where the customer can type why they rated their experience as 1, 2, or 3 stars. An email is sent to the email address stored in your Company Information settings.
Key Points
Check your email for a negative review
Have a response plan in place
An email is sent to the email address stored in your Company Information settings. The email has the subject line: Urgent - Negative online review and the contents of the email is what the customer typed in the negative review page. This email gives you the opportunity to respond to the customer to identify and rectify the problem.
To help ensure that the customer will give you a proper starred review, follow the tip below.
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:
Have a response plan in place, for more information, see: Negative online review - how to see who sent it
For more information about getting started with Online Reviews, see: Online Reviews - getting started.