When a customer leaves a review on a connected platform (such as Google or Facebook), NiceJob imports a copy of that review to your Stories page and runs an automated Customer Matching process.
Customer Matching powers key features across your account:
Protect Customer Experience: Automatically stops review invite campaigns the moment a review comes in, ensuring customers aren't annoyed by follow-up reminders after already leaving feedback.
Employee Recognition & Tracking: Correctly attributes reviews to the specific team members who provided the service, making it easy to track performance, and showcase top talent.
Accurate Reporting: Prevents common-name mismatches so your team stats, campaign metrics, and customer records remain accurate.
1. How Customer Matching Works
Matching by Name: NiceJob compares the name listed on the review directly against the contacts listed on your People page.
Accuracy Best Practice: Always import or create contacts using both their First and Last Name. NiceJob still uses only their first name when sending review invite messages, but full names ensure higher matching accuracy.
Manual Confirmation & Suggestions: If a customer submits a review using a nickname, alternate account name, or common name (such as "John Smith"), NiceJob may not match them automatically or could suggest a potential match. In these cases, a blue notification banner or suggestion prompt appears above the review card in your dashboard, allowing you to manually confirm or select the correct contact.
Changing or Removing Incorrect Matches: If a review is linked to the wrong customer contact (e.g., matching the wrong person with a common name), you can easily remove or update the match directly from the review card on your Stories page to assign it to the correct customer.
Reviews Submitted Before Import: If a customer left a review before being added to your NiceJob contact list, the system cannot match the review retroactively. Their active review invites will continue to send unless you manually unenroll them.
2. Automatic Removal from Campaigns
NiceJob automatically stops campaign outreach and removes customers from active drip sequences under two conditions:
When a Review Is Matched: The moment Customer Matching confirms a submitted review, the customer is automatically exited from the "Get Reviews" campaign so they no longer receive follow-up email or SMS reminders.
When All Messages Are Sent: If a customer receives all scheduled sequence messages (the default campaign consists of 1 SMS and 3 follow-up emails), they exit the campaign automatically.
3. Manual Removal Options
To manually stop campaign outreach for any contact, navigate to the People page (app.nicejob.com/people) and search for their name or email address. You can choose from three manual options:
Unenroll: Removes the contact from their current active campaign and places them into a 6-month cooldown period, preventing them from being accidentally re-invited right away.
Block: Immediately stops active campaign messages and permanently prevents all future automated invites from being sent to that contact.
Delete: Permanently removes the customer record and message history from your account.
Note: Deleting a contact does not permanently block them. If your CRM syncs again, the contact could be re-added to your account. To permanently prevent future outreach, use the Block option instead.
FAQ
What Information Does NiceJob Import from Reviews?
When a customer leaves a review on a connected platform (like Google or Facebook), NiceJob automatically pulls key review details into your account so you can monitor, respond, and share feedback from one centralized dashboard.
What NiceJob Imports:
Platform Source: Where the review was left (e.g., Google, Facebook).
Star Rating: The numeric rating left by the customer.
Review Content: The full text body and reviewer name published on the platform.
Existing Responses: Any public owner responses already attached to the review.
⚠️ Contact Information Limitation:
Review platforms (such as Google and Facebook) do not share customer contact details (such as email addresses or phone numbers) due to privacy policies. Because NiceJob cannot import contact information directly from a review site, the system relies on matching the reviewer's name against the existing contacts in your People page.
What Happens When a Customer Deletes Their Original Review?
If a customer deletes or removes their review on Google, Facebook, or another connected platform, NiceJob will keep a copy of that review on your Stories page.
We Keep all imported reviews: NiceJob imports review data into your account at the time it is submitted. Once imported, the review copy remains in your NiceJob account unless you manually delete it. This is especially helpful if you need a permanent record when reporting removed or policy-violating reviews to platforms like Google. 👍
Refreshing Your Connection: If you want to update your imported review history to match your current live review site state, you can disconnect and reconnect your review platform to refresh the connection.
Reviews site connections can be managed under: Settings>> Product settings >> Review sites
Manually Removing a Review: If you prefer not to display or retain a review that was deleted on the source platform, simply navigate to your Stories page, locate the review card, and select the option to delete it.
I would like learn more about matching reviews to customers and the leaderboard feature?
Awesome! Check out these help center articles.
Does NiceJob Take Credit for All Imported Reviews in Insights?
NiceJob campaign insights only show reviews that are successfully matched to a contact in your system.
To accurately measure performance and campaign conversions, review counts are separated into two distinct categories on your Insights page:
Matched Review Conversions (Insights > Campaigns): Shows the count of reviews that NiceJob successfully matched back to a contact enrolled in your "Get Reviews" campaign. This measures your true campaign conversion rate.
Total Reviews (Insights > Reviews): Shows the total number of all reviews imported from your connected platforms, regardless of whether they were matched to a contact or left organically.
Understanding how matching impacts review Conversion Rates
If your campaign conversion rate appears lower than expected, it does not necessarily mean NiceJob isn't getting you reviews. 🤔
In many cases, customers are leaving reviews, but NiceJob is unable to match them automatically due to name discrepancies (such as using a nickname, an alternate account name, or a shortened name on Google/Facebook).
How to Improve Your Match Rate & Accuracy:
Review Manual Suggestions: Check your Stories page regularly for match notification banners or suggestions to confirm unlinked reviews manually.
Use Full Names: Always add contacts with both their First and Last Name when importing or creating contacts.
Manually Link Reviews: If a customer used a completely different name, open the review card on your Stories page to manually match it to the correct contact on your People page.
Can I Stop Customers Who Already Left a Review from Getting Automatic Invites?
Yes! If you have repeat clients and want to avoid re-inviting them for future jobs after they have already provided feedback, NiceJob can configure your campaign rules to automatically omit past customers who have allready left a review.
How It Works: When a new job or contact syncs from your CRM, NiceJob checks their contact history. If they have a successfully matched review on file, the system automatically skips sending new automated invites for that contact.
Important Requirement — Reviews Must Be Matched: This rule only works if the previous review was successfully matched to the contact's record. If a past review was unlinked or unmatched (e.g., submitted under a nickname), NiceJob won't know the customer already left a review, and an invite may still trigger.
Exceptions to Keep in Mind: This automated suppression rule applies only to automatic CRM integrations. It does not prevent manual review invites sent directly from your dashboard or invites triggered via Zapier.
💡 Need this configured? Reach out to the NiceJob Support team, and we can adjust your campaign rules to automatically omit customers who have allready left a review.
Have More Questions
Reach out to our Success department through the little blue chat bubble or email your inquiries direct at support@nicejob.com. We are Happy to help. 😊