A guide to two key feedback settings: how to set the star rating that is considered "positive" and how to adjust how often patients are asked for feedback.
✨ When You Need This Guide
This guide is your go-to resource for fine-tuning your automated feedback process. Use this if:
You want to change the star rating that triggers a public review request (e.g., only 5 stars).
You want to change how often patients are asked to leave feedback to avoid over-messaging.
You need to adjust the waiting period before a patient is eligible to receive another feedback request.
You'll Need:
Administrator access to change feedback settings.
✅ The Two Key Settings
Both of these settings are found by navigating to FEEDBACK > Settings.
1. Set the Positive Feedback Threshold
This setting acts as the "gatekeeper" that decides which patients are asked to leave a public review after giving their initial private feedback. It only applies if you are using the "Overall Feedback Theme."
How it Works: If a patient's private star rating is at or above this threshold, they will be asked to post a review publicly.
How to Change It:
On the FEEDBACK > Settings page, find the Positive Feedback dropdown menu.
Select 3 or more, 4 or more, or only 5 stars as the minimum rating to be considered positive.
Be sure to click Save Settings at the bottom of the section.
2. Adjust the Feedback Frequency
This setting controls how often the same patient can be asked for feedback, preventing you from over-messaging your regulars.
How it Works: Aloha sends a feedback request a set time after an appointment is Attended. Once that feedback cycle is complete, Aloha will not send another request to that same patient until the selected time period has passed.
How to Change It:
On the Feedback > Feedback Settings page, locate the Automation section.
Choose How Soon to Send a Feedback Request: The first drop-down controls how long to wait after an appointment is completed before sending the request. The default is 2 hour.
Choose How Often to Send a Feedback Request: The second drop down indicates how often requests will be sent to your patients. The default is every 30 days.
Be sure to click Save Settings at the bottom of the page once new selections are made.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
A patient who visits weekly says they never get feedback requests. | This is likely due to your "Feedback Frequency" setting. If it's set to one time only, they will only be eligible for a request once a month, regardless of visit frequency. | A setting of 30 days is a common best practice. This optimizes the feedback/reviews you receive without over messaging your patients. |
4-star feedback is triggering a public review request, but I only want 5-star reviews. | Your "Positive Feedback Threshold" is likely set to 4+ Stars. | To fix this, simply change the Positive Feedback dropdown to only 5 Stars and click Save Settings. This will ensure only patients who leave a 5-star rating are asked to post a public review. |
If I change these settings, will it affect past patients? | No. Any changes you make to the threshold or frequency will only apply to feedback requests sent out after you click save. It does not affect past requests. | No action is needed. The system will use your new settings for the next eligible patient. |
🎉 You'll Know It's Working When:
Feedback requests are being sent according to the frequency and timing you have set.
Patients who leave positive feedback (based on your threshold) are being directed to your review sites.
💬 Need Help? We're Here!
If you have other questions about your feedback settings, our support team is ready to help. Contact us at 800-563-0469 or support@getaloha.com.