Review Deterrence System Setup Guide

Welcome to this guide on managing your Invitation Settings. These settings are crucial for the success of your account as they determine how you collect reviews, display your branding, and customize your SMS and email invitations. Follow along as we walk you through the process of setting up and optimizing these important features.

Goodreviews is designed to make the review collection process as easy as possible for you. Simply set up your SMS & Email invitations once and you can quickly send them out with minimal effort. No need to rewrite emails or texts each time.

This guide is for those using our Review Deterrence System.

Let’s get to it 👇

1. On the left-hand menu click Review Requests

2. Click Settings

3. Then press the Launch Settings button

Step 1: Select how we ask your customers for reviews

This guide is for those who've selected the following option.

"Review Deterrence System"

If you want to deter negative reviews from reaching your public profile, choose this option. Instead of a direct link, your customers are presented with a selection between 1 & 10 (10 being positive). Using an NPS score to determine the customer's sentiment, qualifying them for the review process. This system will ensure that you receive fewer low-quality reviews, whilst also helping you collect positive google reviews.

If you have selected "Get more reviews" option please follow these steps instead.

Step 2: Upload your logo

To upload your logo:

1. Click Upload

2. Select your image

3. Click open

At any point, you can remove your logo by clicking the “click here to remove” text.

Recommended specifications:

1. In jpg/png format

2. Max file size of 2MB. 

3. Your logo will be cropped to fit 300px x 100px

💡 Pro tip - we recommend you use a tool like Canva to resize your logo to 300px x 100px.

Step 3: Set your Net Promoter Score (NPS) threshold

The Net Promoter Score (NPS) is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague. When we contact customers and ask them to review our business, they will be prompted to select a feedback score between 1 - 10 (1 = terrible; 10 = amazing).

To determine customer satisfaction, we use the NPS approach and divide customers into two categories: Promoters (Green) and Detractors (Red). Promoters are customers who have left a rating above the Feedback Score you set here, while Detractors are customers who have left a rating below your chosen Feedback Score. Most customers set this at a 7.

If a customer is a Detractor, they will be prompted to fill in an offline feedback form before being offered the chance to leave a Google review. This allows you to collect valuable feedback and address any issues before the customer leaves a negative review on your public profile. If they are a Promoter, they will be directed directly to your Google review page, where they can leave a positive review. Please use the scale below to set your desired Feedback Score threshold.

Use the slider to determine where you would like to set your threshold between Promoters & Detractors. Once again, most customers leave this at a 7.

Step 4: Customize your review invitation

Okay, so this is the important part. Asking your customers for a review.

You know your customer more than anyone. Speak to them from your unique voice/brand.

We have supplied three high-converting templates. You can navigate between these by pressing each button.

These templates are designed for you to edit/adapt and make yours. They are a great starting place, and we know they work.

Have a quick look through each and see which feels right for you. From there, get to editing and add your voice/brand to the invitation.

We use {{firstname}} to pull your customer's name and {{businessname}} to populate the name associated with your Google Business Profile. If you would like to use a shortened version of your business name simply remove {{business name}} and enter your preferred name.

Once, your happy click next.

💡 If you need an extra hand we have some examples you can view here.

Step 5: Confirm your legal content

We have automatically pulled your address from your Google Business Profile.

Ensure your address is correct, if not, update and click next. Please note, you are required to provide a real mailing address by law.

Step 6: Approve your invitation

On this page, you will see a rendering of your review invitation.

Check everything in detail, if you are happy, click next.

If something is not quite right click back and go to the relevant section that needs updating. Once you've updated click next until you get to this section and double-check before continuing by clicking "next".

Step 7: Set up your positive rating page

The purpose of the promoter landing page is to thank your customers for their positive feedback and direct them to your Google review page, where they can easily leave you a review.

This is for those customers who have left a NPS score above (green) on the 1-10 slider first presented.

Here we know the customer has had a great experience and we want to do everything in our power to get them to leave a Google review.

Customize your positive rating wording

Use the text field below to customize the wording on your positive rating page. This is the message that customers will see after they have expressed positive sentiment and are being directed to your Google review page.

Step 7: Set your negative rating page

The purpose of the detractor landing page is to thank customers for their feedback, request more detailed information, and assure them that you will take their comments into consideration and make changes to improve your product or service.

This is for those customers who have given you a negative rating when selecting the 1-10 mark.

This step deters people from moving on to your public profile but also provides an opportunity for your customer to voice their issues and have an avenue to feel heard.

Customize your negative rating wording

Use the text field below to customize the wording on your negative rating page. This is the message that customers will see after they have expressed negative sentiment and are being directed to the feedback form.

Step 8: Set up your reassurance messaging

After leaving a negative score and providing feedback, customers will be given the option to leave a review on your selected review sites. According to Google's Terms and Conditions, you must offer all reviewers the option to leave a review, regardless of whether it is positive or negative.

Use this section to reassure customers that their feedback is valued and that your business takes it seriously. By providing assurance that you will address their concerns and make improvements, you can deter them from leaving a negative review on Google or other public review sites.

Reassurance messaging:

Use the text field below to customize the wording of your reassurance message. This is the message that customers will see after they have provided feedback and are being offered the option to leave a review on your selected review sites.

Step 9: Setup your In-store post email invitation

In-store mode allows businesses to capture feedback from customers while they are at your location. In-store mode is a dedicated review collection website that is specific to your business. Customers are presented with a one-to-ten slider, and one hour later, they will receive an invitation to review your business on Google. This allows you to capture Google reviews and improve your online reputation.

Many of our customers use this collection method on a dedicated tablet, making it perfect for businesses such as dental practices, hotels, law firms, and more.

Use the open field to customize the review invitation that your customers will receive. This is the message that they will see after they have provided feedback and are being invited to leave a review on Google.

Step 10: Approve your invitation

You will now see a rendering of your in-store review invitation. If you would like to make any changes, simply press the 'back' button and go to the relevant section to update your information. Once you're satisfied with the invitation, click 'next' to continue.

Step 11: Customize your SMS review invitations

It's time to customize the SMS review invitations that will be sent out. Use the open text box to tailor your SMS review invitation to your brand.

To personalize each invitation, we suggest using the {{firstname}} variable to include the customer's name and the {{businessname}} variable to include your business name listed on your Google Business Profile. Here is a sample template that has proven to be highly effective, but feel free to modify it to suit your brand:

"Hey {{firstname}},

Jono here from XYZ Plumbing. I have a quick favor to ask. Would you mind heading to Google and writing a quick review?

It would seriously mean the world to me and the team if you did. All you have to do is click this link:"

Once, you are happy click the "next" button to continue.

Step 12: Customize your SMS reminder

Our automated follow-up system ensures that your customers don't forget to leave a review by sending a reminder text.

Use the text box to edit your unique SMS reminder.

Here is an example:

"Hey {{firstname}}, How did you go with the Google Review? Here is the link again, would really appreciate it:"

Step 13: When would you like to send your invites

Here you can select the time at which we will automatically send review invitations on your behalf. Please note that this selection will only affect the send time for Automatic Review Requests and our Square Integration.

To maximize the likelihood that your customers will leave a positive review, we recommend selecting a time when they are most likely to be satisfied with your product or service.

To make your selection, simply use the drop-down menu below and choose the time that you believe will be most effective. When you're ready, click 'save & exit' to save your changes and all your review invitation settings.

🎉That’s it you’re done! You’ve successfully set up your review settings.

Now get to sending some invites!

If you have any questions you can contact us at success@goodreviews.io