What is Feedback Routing?
Feedback Routing is a tool designed to help gently guide your customers to leave your preferred method of feedback. 🌟
When Feedback Routing is enabled, customers who receive a review request will first be asked to rate their experience on a scale of 1-10. Based on their response:
If their rating meets or exceeds your set threshold, they will be directed to leave a review on a public platform like Google, Facebook, or another selected review site.
If their rating falls below your set threshold, they will be encouraged to share their feedback privately via email, allowing you to address concerns directly before they escalate.
It's important to note that when Feedback routing is turned on, all customers will be offered the option to leave both private feedback and a review. This is a requirement of Google to prevent "Review Gating", which is against their guidelines. ✋
Additionally: activating Feedback Routing will likely reduce the total number of positive reviews you receive by a small amount as well, so it isn't for everyone.
How to I activate Feedback Routing?
In your product settings, you can navigate to Reviews Settings, and Toggle it on here:
Remember that the number in your NPS selection is the highest number for the "Low" rating path, and anything above will follow "High" path.
Just remember to Save your settings on the bottom of the page once you're done! 🙏
What happens to my Private feedback?
Whenever you receive private feedback, we will email that feedback to the Companies "Owner".
https://app.nicejob.com/settings/company/profile
Does leaving Private Feedback Remove my customers from the reviews campaign?
Leaving an NPS score or private feedback does not automatically remove a customer from a review campaign. The campaign continues to run as scheduled to ensure you have the highest chance of gathering public reviews. 🌟
If you would like to manually remove a customer from a campaign after they have left private feedback, you can follow the steps in this article: