Feedback & Reviews

Frederick's Feedback & Reviews feature enables you to see at a glance what your Net Promoter ScoreTM is, address unhappy customer concerns before the customer spreads bad word of mouth, and quickly publish outstanding testimonials about your business. Before getting started, if you aren't familiar with the Net Promoter Score, here is a quick introduction to what it is.

What is Net Promoter ScoreTM (NPS®)?

Frederick allows you to track your Net Promoter Score, or NPS, as a quantitative measure of customer satisfaction. We chose this method because it is a proven way to measure your customers' happiness. NPS is used by the majority of top brands you already know.
By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — You can get a clearer picture of how your customers feel about your business.

Promoter: If the rating your customer gives is a 9 or 10, this is a loyal customer who is extremely likely to refer your business.
Passive:    If the rating is a 7 or 8, this customer is satisfied but could be prone to switching to a competitor.
Detractor: If the rating is a 6 or lower, this customer is not satisfied and may be prone to spreading bad word-of-mouth about your business.

Customers are also asked to give a brief explanation of the rating they provided.
The NPS value is the percentage of promoters minus the percentage of detractors. It can range from -100 to 100.
For example, the below business would have an NPS of 50:

Please note that we will often present the review with up to five stars.  If the customer gives you a rating of 10, that will be the same as 5 stars.  9.5 is 4.5 stars.  9 is 4 stars, and so on.

How Do I Turn On Feedback & Reviews?

Click on Smart Marketing and then Feedback & Reviews. Click on the toggle button next to "Turn on this feature" to turn it on. You can also toggle "Always Send" to on as well.  This means that a client will be asked for a review after every appointment.  If this is toggled to off, then you can specify how many days to wait until the client is asked for another review.  For example, if you specify 60 days, even if a customer has 3 appointments in 60 days, he will only be asked for a review once in that period.   

Be sure to add social media links like Yelp, Facebook, and Google+ as well to make it easy for customers who give you a high feedback rating to post a review on these sites.

By clicking "View a Sample Email," you can see the email that will be sent to customers. It will look like this.

If the customer selects a rating of 8 or less, he will be prompted to inform you of what could have been done better.

If the customer selects a rating of 9 or 10, she will be prompted to share what delighted her. You will then have a chance to publish this directly to your business listing page. These testimonials are search engine optimized. 

After a review is submitted, you can see it and any others by going to Reports -> Feedback & Reviews.

Publishing and Filtering Your Feedback and Reviews

From the page above, you can publish any reviews you'd like.  These will be placed directly on your business listing.  You can view this page by going to Business Listing and then clicking on the link directly under "Customize Your Business Listing."  

The reviews that you publish will be posted on the business listing under the map:

Feedback and Knowledge Base