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.

Reply to feedback by SMS

When AI Reply is available, the business owner can prepare an English SMS for any unresolved feedback that has a valid customer phone number.

1. Find an unresolved response and select Generate AI Reply.
2. Choose the tone that best fits the situation.
3. Review the customer, rating, comment, final character count, SMS segments, SMS Token estimate, and current balance.
4. Read the suggested reply carefully. Edit it before sending if needed.
5. Select Send SMS & Resolve only when the reply is ready.

The AI creates a draft only. It never sends a message automatically. The final message is limited to 300 characters before the business name and required opt-out text are added.

If the AI draft cannot be created, write the SMS in the same message box and send it manually. If the customer phone is missing, invalid, or opted out, correct the customer contact information or follow up another way.

After sending, the response shows Sending while the provider accepts the SMS. It changes to Resolved after acceptance. If sending fails, it shows Send failed and remains unresolved so the owner can review it again.

If the SMS Token balance is too low, the owner can still generate and edit the draft but must add SMS Tokens before sending.

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.