Overview

The Reviews feature in Receptioner allows you to automatically collect feedback from customers after their appointments. Reviews help build trust with potential customers and provide valuable insights into your service quality.

When enabled, review requests are automatically sent to customers after their appointments. Customers can rate their experience with a 1-5 star rating and leave written feedback. You can then manage, respond to, and showcase these reviews on your booking page.

Enabling Reviews

Reviews is a system service that can be enabled or disabled for your business. When you first access the Reviews section in your dashboard, you'll see an option to enable the feature.

Benefits of enabling reviews:

• Automatically collect customer feedback after appointments
• Build trust with potential customers by showcasing positive reviews
• Gain insights into your service quality
• Respond to customer feedback directly from your dashboard

Review Requests

After a customer completes their appointment, Receptioner can automatically send them a review request via email and/or SMS. You can configure which channels to use in the Review Settings.

Review Request Settings

Access the settings by clicking the gear icon in the Reviews section. You can configure:

• Send Emails: Enable or disable email review requests
• Send SMS: Enable or disable SMS review requests

Email Review Requests

When enabled, customers receive a professionally designed email with:

• Personalized greeting using the customer's first name
• Details of their visit (company name, service, and date)
• Clickable star rating icons
• A "Give Feedback" button linking to the review form
• Option to unsubscribe from review request emails

SMS Review Requests

SMS review requests are concise messages that include:

• Customer's first name
• Your company name
• A direct link to leave a review
• Option to opt out by replying STOP

Customizing SMS Templates

You can customize the review request SMS template in the SMS Notifications section. The following placeholders are available:

• {{companyName}} - Your business name
• {{customerFirstName}} - Customer's first name
• {{reviewLink}} - Link to the review submission page

Customer Review Submission

When customers click the review link, they're taken to a dedicated review page where they can submit their feedback. The page displays:

• Your company name
• The service they received
• The staff member who served them
• The date of their appointment

Review Form

Customers can provide:

• Star Rating (required): A 1-5 star rating of their experience
• Review Title (optional): A brief headline for their review
• Review Message (required): Detailed feedback about their experience

Managing Reviews

The Reviews dashboard provides a comprehensive view of all customer reviews with powerful filtering and management tools.

Review List

Each review displays:

• Date the review was submitted
• Star rating (1-5 stars)
• Review title and message
• Response status (replied or not)

Filtering Reviews

Use the filter options to find specific reviews:

• Search: Search by review title or message content
• Show Featured: Display only featured reviews
• Show For Website: Display reviews marked for your booking page
• Show Flagged: Display flagged reviews requiring attention
• Show Replied: Display reviews you've responded to
• Show Not Replied: Display reviews awaiting your response

Review Actions

Click on a review to expand it and access these actions:

• Mark as Featured: Highlight exceptional reviews
• Mark for Website: Select reviews to display on your booking page
• Mark as Flagged: Flag reviews that need attention or follow-up
• Reply: Respond to the customer's feedback
• View Booking: See the original booking details associated with the review

Responding to Reviews

Click the Reply button to respond to a customer's review. Your response will be visible to the customer and can help demonstrate your commitment to customer satisfaction.

Review Statistics

The Reviews dashboard displays comprehensive statistics to help you understand your overall performance.

Rating Summary

• Overall Rating: Your average star rating across all reviews
• Total Reviews: The total number of reviews received
• Star Distribution: Visual breakdown showing how many 1, 2, 3, 4, and 5-star reviews you have

Performance Metrics

• Total Sent: Number of review requests sent to customers
• Total Received: Number of reviews submitted by customers
• Response Rate: Percentage of review requests that resulted in a review
• Positive Reviews: Count of 4 and 5-star reviews
• Neutral Reviews: Count of 3-star reviews
• Negative Reviews: Count of 1 and 2-star reviews
• Most Common Rating: The star rating you receive most frequently

Displaying Reviews

Showcase your customer reviews on your booking page to build trust with potential customers.

Selecting Reviews for Display

Use the "Mark for Website" checkbox on individual reviews to control which reviews appear on your booking page. This allows you to curate the reviews that best represent your business.

Featured Reviews

Mark your best reviews as "Featured" to give them prominence. Featured reviews may be displayed more prominently on your booking page.

What Customers See

On your booking page, customers can see:

• Your overall star rating
• Total number of reviews
• Individual review cards with ratings and comments
• A carousel of featured reviews