Not sure whether you want to request feedback first, before allowing patients to leave a review? Are you killing it in the office and are confident your patients will leave a positive review? Here are some tips that will help you make the right choice in gaging your patient's visits!
How to Change the Theme:
To change the "Theme" of the Feedback Requests go to the FEEDBACK tab > FEEDBACK SETTINGS page and you will see a switch at the top of the screen!
Overall Theme:
The Overall Theme will ask the patient/customer to rate their experience from 1-5. If a client provides a 1-3 rating, we consider that negative feedback. When negative feedback is received, Aloha will send the following message:
"John, we are sorry your visit to ABC Chiropractic was not up to your expectations. Please tell us how we could improve."
On the other hand, if the patient/customer provides a 4-5 rating, we consider that positive feedback. when positive feedback is received, Aloha will ask them to share their experience online and send a link to one of the review sites (e.g. Google, Facebook) or a link to check-in on Yelp.
Direct to Review Theme:
In the Direct to Review Theme, the patient/customer will NOT be asked about their experience, but instead, just asked to leave a review online and send the review link to Google or Facebook. This theme does have a potential downside because it eliminates the ability to course-correct a patient's experience BEFORE it gets posted online as a negative review. In the Overall Theme, the patient is provided a direct line of communication with the business to address their concerns. In the Direct to Review Theme, the patient is prompted to leave their feedback online, whether or not they have grievances to air with the business.
This theme has a higher probability of receiving negative reviews, which require course-correcting in the public eye online rather than course-correcting in-house between the patient and the practice.