After every service, Fieldwork can ask your customer to rate you from 1 to 5 stars. Happy customers (4–5 stars) get a friendly nudge to post a public review on Google, Yelp, Facebook, or another site you choose. Unhappy customers (1–3 stars) are kept private — their feedback comes straight to your email so you can fix the problem before it becomes a bad public review.

Setting this up takes two steps in two different places:

Note: Both steps are required. If you skip either one, the stars won't show up in customer emails. Each step is walked through below.

This step adds the star-rating block to the email your customers receive after each service.

Click the Settings gear icon in the upper-right corner.

From the Settings Menu, under the heading Company Setup, click on Document Templates.

Scroll to the Work Order / Service Report email template at the bottom of the page.

How did we do? Reviews are extremely important to us, and we appreciate every 5-star review we receive. If there's anything about your service that was less than 5 stars, please let us know so we can fix it.

{online_reviews}

Poor Average Excellent

When you're done, click the green Save Templates button at the top right of the Document Templates page.

Click the Settings gear icon in the upper-right corner.

From the Settings Menu, under the heading Company Setup, click Online Reviews.

At the top of the page, check the box labeled Activate online reviews. Until this is checked, no stars will appear in your emails — even if Step 1 is done.

Paste the link to each of your review pages in the matching box:

Don't have review pages set up yet? See the help article Online Reviews – How to Create My Review Sites.

This is the headline that appears right above the five stars in your email. (It is not the subject line of the email.)

Make it short, friendly, and action-oriented.

Examples:

When the customer clicks a star, a web page opens. What they see next depends on how many stars they picked — see below.

When a customer clicks 4 or 5 stars, they're taken to a "thank you" page. The message you write here is what they read. The goal is to encourage them to click through to a public review site (such as Google or Yelp) and leave their kind words there.

Example message:

"Thank you so much for the great rating! Would you take 30 seconds to share your feedback publicly? It really helps other people find us. Click one of the links below to post your review."

The buttons to your review sites will appear right below this message.

When a customer clicks 1, 2, or 3 stars, they're taken to a private feedback page — their review will not be posted publicly. The message you write here is what they read.

The goal is to apologize, take ownership, and ask them to explain what went wrong so you can fix it.

Example message:

"We're really sorry your service didn't meet your expectations. Please tell us what happened so we can make it right. Someone from our team will reach out to you shortly."

A text box appears below your message where the customer types their complaint, then clicks Save.

Important: Reviews of 1, 2, or 3 stars are never posted to public sites. They are kept private and sent straight to your email.

After the customer types their complaint and clicks Save, Fieldwork sends them an automatic reply to acknowledge their feedback. The text you put here is what that reply email says.

Keep it short and warm. Thank them for the feedback and let them know a real person will be in touch.

Example reply:

"Thank you for letting us know. Your feedback is incredibly important to us, and a member of our team will be in touch within one business day to discuss this further."

When a customer submits a negative review, two emails are sent:

That second email goes to the address listed on your Company Information settings page, under "outgoing email."

Make sure that email is monitored by someone who can act quickly. The faster you respond to an upset customer, the better your chance of turning them around.

Once everything is filled in, click the green Save button at the bottom of the page.

Before relying on this with real customers, test it on yourself:

Important: Only one review is allowed per email. Once a service has been rated, that same email cannot rate it again. If you want to run another test, create a brand-new Work Order.

Note: The star image itself cannot be changed.

To see every review that's come in, go to Reports → Online Review. You can see:

This is a great place to check weekly to keep tabs on customer satisfaction.

Need more help? Reach out to Fieldwork support and we'll be happy to walk you through setting up your Online Reviews.

Go to Settings/Document Templates

Go to the bottom of the page and insert your cursor to where you want the online review request to appear in the email. Add some verbiage to make the request for a review. Put your cursor under that and click the {online_reviews} placeholder to the right of the email box

          How did we do? As you know, reviews are extremely important and
          we appreciate every 5-star review we receive. If there is anything
          about your service that was less than 5 stars, please let us know
          so we can have a chance to correct it.
​
          {online_reviews}
          Poor           Average             Excellent

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.

Click the green Save Templates button at the top of the page.

The second step is at the top of the Settings/Online Reviews page. Click
​[x] Activate online reviews to activate.

If you have review pages on Google, Yelp, Facebook, the Better Business Bureau, or Angie's List enter the URLs in their respective text boxes. If you have a Custom Review page, or a review page that is not one of the above, HomeAdvisor for example, enter it in that text box. You can also load a Custom Review page image.

For more information about learning how to create review pages for social media sites, see our Help Center article: Online Reviews - how to create my review sites.

This is not the email subject line. This is the text that appears above the five review stars. Make the text actionable, such as: “How did we do? Please rate us as your input makes us better!” When the customer clicks one of the stars, a web page appears prompting the customer to take action. The action is based on the number of stars selected. 

Enter an upbeat message. If the customer clicks 4 or 5 stars, the web page will thank the customer for the positive review. The text you enter in the Positive Review Message should encourage the customer to continue to the review website and type some positive text to support the rating. 

Enter an apologetic message. If the customer clicks 1, 2 or 3 stars, a private, Negative Review page appears where the customer can type why they rated their experience as 1, 2 or 3 stars. The web page will contain the text you enter in the Negative Review Message. Ask the customer to explain why their expectations weren’t met. 

Note Reviews that are 1, 2 or 3 stars do not get posted to social media sites. The review goes into an email that is sent to the email address in settings/company information, outgoing email box:

Acknowledge the customer’s feedback. When the customer completes the negative review a response email is sent back to the customer. Enter text here to thank the customer for the feedback and let the customer know that someone will be contacting them shortly. 

Another 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 in a timely manner to identify and rectify the problem.

Click the green Save button to save your settings.

To test Online Reviews create a Work Order for a test customer that has your email address in it, mark it complete and the stars will appear on the email generated after the service is complete.

Understand that only one review is allowed per email. Once the service has been rated - the customer cannot rate it a second time. If you are running multiple tests, each test needs its own completed Work Order. 

Note The star image cannot be modified.

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. 

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.

When the recipient clicks a star the browser opens to your online portal. 

The text the customer sees comes from the text you entered in the Positive review message text box. Below is what appears when the recipient clicks 4 or 5 stars.

The text the customer sees comes from the text you entered in the Negative review message text box. Below is what appears when the recipient clicks 1, 2 or 3 stars. Remember the low-end 1, 2 or 3 stars is on the left side of the star line.

The customer enters the complaint and clicks the Save button.

When the customer clicks the Save button the complaint is logged into the system.

An email is sent to the email address set in your Settings/Company Information page. Contact the customer to rectify the issue as soon as possible. 

You can find out who sent the message in Reports > Online Review. A sample report is below.

Also watch these videos:

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

November 2017
Updated, December 2018