Reviewing Customer Feedback & Ratings

Open the feedback inbox

Feedback helps the team spot unhappy customers before the issue becomes public.

Estimated time: about 5 minutes for a daily review.

1. Open Feedback.
2. Review the overview numbers.
3. Check recent responses first.
4. Use filters for rating, date range, or customer search when the list is long.

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Review a low rating

Low ratings should be handled calmly and quickly.

1. Open the feedback response.
2. Read the rating and comment.
3. Open the customer profile if you need visit history.
4. Decide who should follow up with the customer.
5. Keep any internal note short and professional.

Check pending requests

Pending requests show customers who were asked for feedback but have not responded yet.

1. Switch to pending feedback if available.
2. Look for customers tied to recent visits.
3. Avoid repeatedly contacting the same customer about the same visit.
4. Use Message History if the customer says they did not receive a request.

Turn feedback into action

The goal is not just to read the rating. Use it to improve the next visit.

1. Share service issues with the manager or staff member who can fix them.
2. Update the customer profile when a follow-up is needed.
3. Watch repeat issues in Operational Reports.
4. Contact support if feedback is missing for completed visits.