Table of Contents
- Introduction
- Importance of Ratings & Reviews
- User Experience & Community Impact
- How to Use Ratings & Reviews?
- How Customers Submit Ratings
- Step-by-Step Rating Process
- Email Workflow & Examples
- Yelp & BLogic Rating Redirections
- Review Management
- Overview & Key Metrics
- Detailed Review Insights
- Responding to Reviews
1. Introduction
Why Ratings & Reviews Matter
User Feedback Importance
Ratings & reviews are crucial for improving service quality. They provide direct insights into customer satisfaction, highlighting strengths and areas for improvement.
Enhancing User Experience
Reviews go beyond data—they reflect real customer experiences, helping businesses understand their audience better.
Community Engagement
Reviews create a sense of community, allowing customers to share their experiences and influence future service improvements.
2. How to Use Ratings & Reviews?
How Do Customers Submit Ratings?
Customers can rate their experience after placing an order through the POS system or various apps (POS, QOrder, Web app, QR code, mobile app, etc.) within the BLogic system.
Step-by-Step Rating Process
- Customer Places an Order
- Orders can be placed through multiple platforms: POS, Web app, QR code, or mobile app.
- Receiving a Rating Request
- After the order is completed, an automated email is sent with a rating request.
- Providing a Rating
- Customers rate their experience and optionally leave a review.
- Submitting the Review
- The review is finalized and submitted for processing.
Email Workflow & Example
When an order is successfully placed via the web app, the customer receives an email containing:
- A rating section to provide feedback.
- A receipt section for their order details.
Example Redirection Based on Rating:
- The minimum rating for Yelp redirection is configurable based on the license settings.
- If the rating is equal to or above the minimum rating set in the license, the customer is redirected to the store’s Yelp page for a public review.
- If the rating is below the minimum rating, the customer is redirected to the BLogic review page for internal feedback.
SMS Example:
Email Example:
3. Review Management
Managing Ratings & Reviews
The review management system provides store owners with a comprehensive overview of customer feedback.
Rating Summary
- Key Metrics:
- Average rating scores
- Total number of ratings
- Percentage of positive ratings (>3 stars)
- Percentage of negative ratings (1 star)
- Visual Insights:
- Breakdown of ratings by star
- Trend analysis of customer sentiment over time
Statistics of Ratings by Source
- Gain insights into where customer ratings originate (POS, Web, QR, etc.).
Detailed Rating Chart Over Time
- Track performance trends with a historical rating chart.
Reviews Table
- Displays the most recent reviews, allowing store owners to monitor and respond to customer feedback promptly.
Review Details & Response
- Store owners can view individual reviews and provide responses.
- Responses are sent directly to the customer’s email to acknowledge feedback and improve engagement.
- A template response option is available for quick replies.
Managing Negative Reviews
- If a review is below 3 stars, store owners can:
- Contact the customer directly via email.
- Offer a resolution such as a discount or a follow-up service.
- Use the insights to enhance service quality.