💡 What is the response rating feature?
When a location responds to a customer review, the customer receives a reply email. They can now rate this response out of 5 stars, directly from the email or from the conversation page.
This rating is then visible on the WizVille platform and feeds into a new performance indicator: the "Response Rating".
📧 How is the customer invited to rate the response?
After receiving a reply to their review, the customer sees a rating banner appear in two places:
In the reply email:
"Are you satisfied with how your review was handled?" accompanied by 5 stars. Clicking on a star redirects the customer to the conversation page with their rating pre-filled.
On the conversation page:
The same banner appears above the reply field.
✏️ Can the customer modify their rating?
Yes. If the customer has already rated the response, their rating is pre-filled and can be modified at any time.
📊 Where can customer ratings be found on the platform?
In the "Reviews" tab:
The rating left by the customer is displayed directly in the review thread, below the response sent by the location.
In the "Processing" tab:
A "Response Rating" widget displays the overall average response rating across your scope, as well as the number of rated reviews taken into account.
A "Response Rating" column in the store rankings shows the average rating per location, allowing you to compare response quality across your network.
📥 Is the Response Rating available in exports?
Yes. Two columns are added to the Processing export:
Treatment score (Average) — the average rating per location
Processing note (Number) — the number of rated responses
A Response Rating column is also added to the dissatisfaction export.
❓ Why do some reviews not have a response rating?
Several possible reasons:
The customer has not yet rated the response received (rating is optional).
The response to the review was sent before the feature was activated on your account.
The review was handled by phone or archived, without a reply email being sent.
💡 GOOD TO KNOW:
The Response Rating is independent of the initial satisfaction score. A customer who was dissatisfied with their experience can still give an excellent rating to the response they received."