This guide shows our previous app. The written steps on this page describe the current one.
Addressing negative feedback is crucial for maintaining a positive online reputation. HiFiveStar offers tools to manage low-star reviews effectively through the Review Link menu.
Addressing Low-Star Reviews
The "Negative Experience" page is shown to customers who give a rating at or below the threshold you set (1, 2, 3, or 4 stars). This page allows you to gather their contact information for follow-up, enabling you to address their concerns privately and improve their experience.
Setting the Star Threshold
You can change the evaluation filter threshold to set the desired score for displaying specific feedback pages:
Score ≤ Threshold: Shows the "Negative Experience" page for private feedback.
Score > Threshold: Displays the "Positive Experience" page, which sends the customer to your review sites (e.g., Google, Facebook) to leave a public review.
💁🏻♀️ FYI: The default threshold is 3.
A Public Review Is Always Offered
The private feedback form always also offers "Leave a public review", so a customer who gives a low rating can still post a public review. You hear about the problem and can reply privately, and the choice to post publicly stays with the customer.
By using these features, you can effectively manage and respond to negative feedback, ensuring customer concerns are addressed and improving overall satisfaction.
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