Customer Ratings and Reviews¶
A day after a job is completed, FSM Navigator emails the customer and asks them to rate the visit from 1 to 5 stars. The rating goes straight into your account, and you can follow up on anything that went wrong.
How it works for your customer¶
- About a day after the job is marked completed, the customer receives a "How did we do?" email with five stars.
- Tapping a star opens a short rating page. It shows your company name, the visit date and the first name of the technician. Nothing else about the job is shown.
- The customer confirms their rating. They can change it for up to 3 days.
- On the Pro and Enterprise plans, every customer who leaves a rating is also invited to review you on Google, whatever score they gave.
- If the rating is below your low-rating threshold, the page also asks what you could do better and lets the customer ask to be contacted.
Every customer sees the same invitation
The Google review invitation is shown to every customer who rates a visit, not only to happy ones. Google does not allow businesses to invite only customers who liked the service.
Each customer receives at most one rating email per job, and a customer who was asked recently is not asked again until the waiting period you choose has passed.
Set up reviews¶
Select Reviews in the side menu, under Operations. Owners and Managers can change the review settings below. Dispatchers can open the Reviews page to see and follow up on ratings, but do not see the settings.
| Setting | What it does |
|---|---|
| Ask customers for a rating | Turns the rating email on or off for your company. It is on by default on every plan. |
| Google review link | The link customers use to review you on Google. Copy it from your Google Business Profile. It must start with https:// and be on google.com, g.page or maps.app.goo.gl. |
| Low-rating threshold | A rating below this number of stars also asks the customer for feedback and alerts your team. The default is 4 stars. |
| Days between requests to the same customer | How long to wait before asking the same customer again. The default is 90 days. |
If your booking page lists a Google link and you have not saved a review link yet, the Google review link box is filled in with it as a suggestion. It is not used until you save it.
Select Save Review Settings when you are done.
Follow up on ratings¶
The Recent ratings list on the Reviews page shows each rating with the customer, the job number, the stars, any comment, and whether the customer asked to be contacted.
- Tick Low ratings only to see the ratings below your threshold.
- Tick Not yet followed up to see what still needs attention.
- Select Mark as followed up once someone on your team has handled it.
On the Pro and Enterprise plans, a low rating also sends an alert to your Owners, Managers and Dispatchers, by email and in the notification bell. Each team member can turn the email off in their own notification preferences.
Ratings on the Performance Dashboard¶
On the Pro and Enterprise plans, the Customers tab of the Performance Dashboard shows:
- Average Rating for the rating requests sent in the selected period
- Response Rate, the share of those requests the customer answered
- Low Ratings, the number of ratings below your threshold
- Ratings by Technician, the same figures for each technician who was assigned the rated visits
Plans¶
| Capability | Free | Pro | Enterprise |
|---|---|---|---|
| Rating emails and the ratings list | Yes | Yes | Yes |
| Google review invitation | No | Yes | Yes |
| Low-rating alerts to your team | No | Yes | Yes |
| Rating tiles on the Performance Dashboard | No | Yes | Yes |