After an order, customers are invited to rate their experience. Good ratings build trust. For unhappy customers, you get a chance to fix things and win them back.
Steps
- Go to Ratings in the menu.
- Find the box called After a customer rates.
- Under Google review invite, turn it on so customers get a link to your Google page after they rate.
- Under Low-rating recovery, turn on Recovery emails and choose the credit amount.
- Press Save Settings.
- Below that, see your average rating and every rating. Filter by stars to find the ones that need attention.
- Press Reply to rating on any of them to thank the customer or fix a problem.
Good to know
- Customers who rate one or two stars automatically get an apology email with a one-time credit code. You fund the credit, and it comes off their next order like your other promo codes.
- Your replies are public. Every customer can see them.
- The Google invite goes to every customer who rates, whatever the stars. Google does not allow asking only the happy ones.
- If you turn the Google invite off, ratings stay private to you.
- Written product reviews from customers are under Reviews. You can reply there too, and hide anything inappropriate.
- To tell customers about new offers, see send an email or text campaign.