The system can be set up in any one of three ways, depending on your preferences and what you are trying to achieve.
These ‘Request Modes’ are:
- Ultimate Mode
- Review Mode
- Direct Mode
The main difference between each mode is the number of steps your customer has to take before being invited to leave a review on a third party website like Google or Facebook.
Typically ReviewsMANAGER uses a rating system (the Net Promotor Score) to assess from the outset if your customer is likely to submit positive or negative feedback. This then determines what options they will see when submitting their feedback – for example, for positive ratings they will be prompted to add a review on a third party website like Google or Facebook.
Here are the features of each Review Mode:
Ultimate Mode
In this mode, there are quite a few steps before the customer is asked to share a review on a third party website:
- Initial email asks for the rating (Net Promotor Score)
- The next screen asks for Direct Feedback (plus some optional survey questions)
- The next screen asks the customer to share their feedback on a third party website – it make it easy by enabling the user to copy the feedback they submitted so they can paste it into one of the third party websites
This mode is useful when you want to capture as much direct feedback as possible, including any additional survey questions. If your primary focus is getting reviews on third party sites like Google or Facebook, then you should use one of the other two modes.
Review Mode
In this mode there are fewer steps before the customer is asked to share a review on a third party website:
- Initial email asks for the rating (Net Promotor Score)
- The next screen asks the user to submit a review either via a third party website or direct to you
This mode is useful if you want to ensure that only satisfied customers are prompted to write a review on a third party website. It is likely to yield more third party reviews than Ultimate Mode, but potentially less feedback overall.
Direct Mode
In this mode, the rating step is skipped completely – so there is just one step:
- Initial feedback request email contains the third party website links.
This mode is useful if you are sure that your customers will provide positive feedback and you want to make the process as simple as possible for them. It does run the risk of negative feedback being published on third party websites.
How to see the three Feedback Request Modes
In your dashboard, go to Settings and select Request Modes. You will immediately see on the left hand side which mode is currently activated.
On the right hand side each step in the process is detailed in a logical order. You can view and edit any of the emails and landing pages in each step.