How to add customers to receive feedback requests
If you have an existing customer list, the quickest option is to use the Import option, but if you want to add customers manually one at a time (for example after they have made a transaction) then use Add a customer.
1. Import a list
This is for uploading a list of your customers in a CSV format. The spreadsheet should be created in Excel and saved as a CSV format file as per this example:
Once you upload a list, the ReviewsMANAGER system will drip feed the feedback requests by email. The number of recipients to be emailed per day can be edited by clicking on ‘Communication method’ at the top right. The recommended setting is ‘Automatic’ so that the sending of emails is automated.
2. Add a customer
This is for manually adding customers one at a time. You need to enter their name (first name and surname) and email address. The phone and customer notes fields are optional. If you want the feedback request to be sent immediately, tick the box and then click Add.
If you don’t tick the ‘send feedback request immediately’ box, the customer will be either added to the queue of customers scheduled to receive the email (see above) or will simply be added to the system, ready for you to manually trigger the feedback email.
What happens when I add a customer to the system?
They will typically receive an email like this:
Clicking on Give Feedback takes them to a page like this:
Once they complete this step, you will receive an email notification and the feedback they provide will be stored in your dashboard. You can choose to publish this as a review on your own website (or it can be automatically published depending on the rating provided).
As for the user, the really clever part is that depending on the rating they select, different things will then happen.
If they pick a high rating (e.g. 7/10 or higher – and this setting is specified in Feedback Settings) they will then be taken to a page that prompts them to submit a review on specified third party review sites like this:
But if they pick a lower rating (e.g. 6/10 or less) then they will only be prompted for direct (private) feedback like this:
This means that you capture all feedback – including negative – but maximise the opportunity to gain positive online reviews. You can then get back to any unhappy customers and put things right without their feedback going public.
Any directly submitted feedback will be visible in your ReviewsMANGER dashboard, where you can see all feedback, selectively publish or unpublish individual feedback and configure your set up.
How can I manage my reviews?
View full review & customer info
Click on a person’s name to view the full review and other details.
If you have set up the Testimonials Widget on your website (instructions available in this Help Centre) then you can decide for each review whether it should be shown on your published list of reviews by simply clicking the Yes/No button under ‘Show on Website’.
Click on the Advanced Search button to filter the results (e.g. Show all feedbacks received).
At the bottom of the screen is an Export Customer Data button which you can use to export your reviews and customer list into a spreadsheet.
Email send settings
If you click on Communication method at the top of the page you can decide if feedback request emails should be sent out automatically (e.g. whenever you add customers to the system) or manually triggered. Our recommendation is to set this to automatically, but limit the number of emails sent per day (this helps avoid a flurry of reviews happening in a short space of time – review websites prefer reviews to trickle in rather than happen all at once).
In Settings / Notification Settings you can decide who should be alerted by email for every review you receive. You can also receive weekly or monthly reports.
How to check or edit your email templates
For any standard email, you can see how it will look to your customer by clicking on the ‘Send Test Email’ button and send yourself a test. You can view the email and click on the links (this will be in test mode so won’t affect your actual customer feedback).
If you click the blue [$] you will see the merge tags that can be included in the emails (e.g. [customer first name] will insert the first name of the customer).
You will see the following templates:
Feedback Request Email
This is the initial email your customer receives. The highlighted content will be personalised for your business. It is important that this email contains the link [provide feedback] as this will open up the page for rating your business and submitting feedback.
Positive Feedback Email
This is the confirmation / thank you email that your clients will receive if they have given your business a favourable rating (e.g. 7/10 or higher).
It can include the [review links] to prompt the recipient to submit an online review, e.g. on Facebook or Google (even if they have already submitted feedback directly to you).
Negative Feedback Email
This is the email sent to those who have given your business a less than favourable rating (e.g. 6/10 or lower). Here you will want to show that you take their feedback onboard and perhaps that you will be in touch.
Feedback Request Sender Email (From: )
This is the sender of your feedback request emails. It is a good idea for this to be a person rather than an impersonal business email for better results.
This should be your business logo, ideally sized to 260 pixels wide.
This should be a square image of your business (or relevant photo) sized to 160 pixels x 160 pixels.
How to specify your feedback settings
Here you can set the options for what your customers are requested to do.
We recommend the following two to be checked:
1. Include Links to Review Sites
This means that your customer will be shown links to any relevant 3rd party review sites (e.g. Facebook Reviews or Google My Business).
2. Auto Approve Feedback
Approved feedback is feedback that will get published on your website if you have installed the Testimonials Widget on your website. Ticking this box automates the process of having to moderate feedback manually – for example, you can set it so that feedback from anyone who has rated your business 7/10 or higher will automatically be published to your website. You can still un-publish any feedback manually at any time if you wish.
If you want to prioritise reviews on sites like Google or Facebook, then there is the option to not ask for direct feedback in the initial email – just a rating only. If so, then you should check the following as well:
Ask for rating only
This means that the initial email will only ask for the rating (i.e. how likely they are to recommend you). The rating they pick will determine if they are then taken to a page to submit a review to 3rd party review sites or (in the case of a lower rating) to provide feedback privately direct to you.
Include “Send your review directly to us” in Positive Feedback Page
This gives your customer the option to send feedback directly to you, useful to capture feedback from those that prefer not to use online review websites.
Other important settings
Positive Feedback Page Threshold
This is the rating that indicates if the feedback is likely to be positive, for example anyone rating your business 7/10 or higher is likely to give you positive feedback. This means that these reviewers will be prompted to provide an online review for your business (if you have selected this as an option).
Feedback Page Title / Call to Action
This is the heading for the page inviting your customers to submit their feedback (after they have given your business a rating).
Positive Feedback Page
This is the content for your feedback page shown to those customers who have given your business a positive rating (e.g. 7/10 or higher). Here you are likely to include links to 3rd party review sites using the [review links] tag.
Negative Feedback Page
This is the content for your feedback page shown to those customers who have given your business a lower rating (e.g. 6/10 or lower). Here you are likely to invite direct feedback only (this is automatically included).
Leave feedback URL
This is a link specific for your business where your customers can leave a review. This could be included on your standard email signature for example.
How to publish testimonials on your website
you simply need to add some code to the page. There are a number of optional settings and you will need to create an image. Here are the step by step instructions:
Before obtaining the code, it would be helpful if you can create a ‘share’ image. This is the image that will appear if you choose to share a particular testimonial via social media (e.g. on your Facebook page).
Share image dimensions: 1024px wide x 512px tall.
If you’d like our help in creating a share image, please contact us.
Once you have created this image, log in to the dashboard and click on Settings and Testimonials Widget:
On this page you will see three options. We will go through each one in turn:
Testimonial Widget Settings
This is where you define how your testimonials will be displayed. With reference to the image below, here are the standard settings we recommend:
- Check the two boxed for:
– Include Feedback Form link in General Testimonial Widget
– Include a Share button with each Testimonial
- Upload your previously created ‘share image’ by clicking on ‘select image’
- Select a ‘Schema image’ for Google’s schema validation (this could simply be your company logo image)
Next move on to the second option:
General Testimonial Widget Embed Code
This is where you obtain the code to display your testimonial widget. You can preview what this will look like by clicking on the link See a preview. Click here.
With reference to the image below:
- Leave the Default Theme selected and click into the code box – this will highlight all the code. Copy and paste the code into a text box
- Please add the following code below the widget code you have created:
<p style=”text-align: center;”>Customer reviews above obtained via <a href=”http://reviewsmanager.co.uk/” target=”_blank” ><img class=”alignnone” src=”http://reviewsmanager.co.uk/ReviewsMANAGER.png” alt=”ReviewsMANAGER” /></a></p>
- Insert the code into the web page where you want the testimonials widget to be displayed. If you have a WordPress website, see below for details of the WordPress plugin to use.
Once you have added the code to your website, copy the URL of that page into the box below and click ‘Activate’:
This will allow you to open the third setting:
Tag Testimonial Widget & Badge Embed Code
This creates a ‘testimonials badge’ that you can add to your website showing the overall rating and number of testimonials – perfect for displaying on your website’s pages, footer or sidebar. It looks like this:
To obtain the code for this, simply click in the code box and add it to your website:
How to add the widget to a WordPress website
If you have a WordPress website, there is a WordPress plugin you can download here which will allow you to insert the code using a shortcode. You need to do the following:
- Download the plugin and save it to your computer
- Upload the plugin to your WordPress website and activate it
Once you have done this:
- In WordPress plugins click on Settings for the plugin Testimonials Widget
- Paste in the widget code from General Testimonial Widget Embed Code (step 1 – see above) into the box, give it a name (e.g. Testimonials) and click the save button
- Copy the shortcode e.g.
- Insert the shortcode on the page your want to use for your testimonials feed
- Add the following code underneath the shortcode:
<p style="text-align: center;">Customer reviews above obtained via <a href="http://reviewsmanager.co.uk/" target="_blank"><img class="alignnone" src="http://reviewsmanager.co.uk/ReviewsMANAGER.png" alt="ReviewsMANAGER" /></a></p>
If you need technical help with embedding your code on your website please contact us.
How to add a Testimonials Badge to your website
The first thing to do is to create a page on your website featuring the Testimonials Widget (for instructions see the section ‘How to publish testimonials on your website’ in this help guide).
Once you have published this page, you can then create a Testimonials Badge to signpost your website visitors to this page. Here’s what the Testimonials Badge looks like:
This “badge” displays a smaller version of the widget to showcase your overall rating and number of testimonials perfect for displaying on your website’s pages, footer or sidebar. The badge also links to the page where your full Testimonial Widget is displayed.
To include this badge on your website, you need to have published a page on your website with the Testimonials Widget to showcase all of your testimonials.
You then login to the dashboard and click on Settings / Testimonials Widget and open the ‘General Testimonial Widget Embed Code’ option.
Add the URL of your testimonials page here and click ‘Activate’:
You can then open up the ‘Tag Testimonial Widget & Badge Embed Code’ option. To obtain the code for the Testimonials Badge simply click into the box containing the code.
You can then paste this code into the relevant place (or WordPress Widget) of your website to display your badge.
You’ve worked hard to get your testimonials, so be sure to use your badge to highlight your reputation. If you can’t do this yourself, contact your web developer or get in touch and we’ll be happy to help.
How can I share my reviews on Social Media?
How to share a review:
Visit the page on your website where you have published the Testimonials Widget and click on the share link below any review:
Then select the relevant social media icon. It will then prompt you to specify which profile you wish to post this to (for example you could post it to your Facebook Business page).
What is shown on social media?
It will show an excerpt of the review which links back to the reviews page on your website.
Here’s an example of how sharing a review on Facebook looks like:
How to change the image used on social media
The default image used when sharing a review is defined in your ReviewsMANAGER Dashboard. To change this image:
- Login to the Dashboard and click on Settings / Testimonial Widget.
- Open the ‘Testimonial Widget Settings’ option
- Make sure the box for ‘Include a Share button with each Testimonial’ is checked
- Under ‘Share Image’ select the image to use – this image should be 1024px wide x 512px tall.
Facebook and Twitter will embed this image – other social networks may not accept pre-set share images.
Need help creating the share image?
Please get in touch – we’re happy to help. On the right are some examples of share images we have created
How to use Kiosk Mode to ask customers for feedback on-site
If you click on Settings / Kiosk mode you will see a web address (Kiosk Mode URL). You would simply open up the tablet at this page (or even better set this as the homepage) and hand it to your customer.
They can then enter their rating, details (and optionally direct feedback there and then). The system will then send them a follow up email inviting them to leave a review (on 3rd party review sites or direct to you).
In Kiosk Mode, the page automatically reverts to the blank entry screen 30 seconds after the process has been completed, ready for the next customer.
How else can I prompt customers for feedback?
When they click on the link, they will see a screen with the feedback form.
For example, this link could be added to your email signature, invoice templates or any printed marketing collateral.
To obtain your specific URL, click on Settings / Feedback Settings and scroll to the bottom of the page.
How can I add another user for my account?
If you want to give someone else in your business their own login to manage your ReviewsMANAGER account, add their details into the form below. We’ll set them up on the system and email them all the information they need to use it.
What is the Net Promotor Score (NPS)?
We don’t all have the time and ability to do complete customer surveys, and sometimes our customers are too busy to answer lengthy forms.
But what if there was an easy way to get feedback from your customers, that was simple for them too?
The basis of the Net Promotor Score is that one simple question can tell you a lot about how your customers perceive your business.
The question is: “How likely is it that you would recommend this company to a friend or colleague?”
Customers answer on a scale from 0 – 10, with 0 meaning Not At All Likely and 10 meaning Extremely Likely.
Those who answer 9 or 10 are “Promoters”
Those who answer 0 – 6 are “Detractors”
The percentage of detractors is subtracted form the percentage of Promoters to get the Net Promoter Score.
Monitoring this Net Promotor Score (NPS) gives you a quick indicator of the health of your business in terms of customer satisfaction.
ReviewsMANAGER helps you collect these responses and computes the score for you right on your dashboard.
Got a question?
If your question isn’t answered above, please contact us and we’ll be happy to help: