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Negative online review - how to see who sent it
Negative online review - how to see who sent it

And how to respond to it.

Beau O'Hara avatar
Written by Beau O'Hara
Updated over 3 years ago

Summary

See who gave you a negative review in Reports > Online Review. Have a response plan in place before your receive a negative review.

Key Points

  • Look at the Online Review report

  • Identify who gave you a negative review

  • Create a response plan

  • Consult the Internet for response examples

Note This article contains a link that takes you out of our Help Center. We are not responsible for its content.

Look at the Online Review report

See who gave you a negative review in Reports > Online Review.

Identify who gave you a negative review

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. Look in the Rating # of Stars column and the 1-3 Star Response column.

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 see everyone who sent your online reviews:

  1. From the Dashboard, click Reports

Among the information you'll have are the technician, customer, and location. Look at the Rating # of Stars column to see the rating and look at the 1-3 Response column for the explanation.

Create a response plan

For assistance in responding to negative reviews, see this Yelp article:  Respond to Negative Reviews Like These Business Owners

It shows you a four-step process for responding, with examples.

  1. Organize the response before the reviews come in

  2. Know your review sites

  3. Don’t immediately give compensation as a means of appeasing

  4. Don’t just respond to the review; resolve the issue, too

For more information about getting started with Online Reviews, see: Online Reviews - getting started.

For more information about negative review email notifications, see: Online Reviews - some are not viewable

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