Frequently Asked Questions

Reputation management is a digital marketing strategy that involves monitoring customer reviews or your business across multiple sites and responding to both positive and negative feedback accordingly.

Review generation can be defined as a collection of actions a business takes that are intended to result in additional customer reviews.

A review request is when a business asks a customer to provide them with a testimonial about their experience with the company. It can a letter, email, sms message or in person.

Companies gather testimonials from past customers so they can display them to potential customers to prove their legitimacy. The reason customer reviews are great is because consumers trust reviews more than a claim coming from a company itself.

When granted permission, at the time of install and from that point on, the app access customer, company settings, invoice, sales receipt and payment data in your QuickBooks online account.

The app only accesses data in your QuickBooks Online account for the sole purpose of sending customers review request follow up emails. The app retrieves contact information from customers, gets info such as the company name from the company settings and monitors invoices, sales receipts and payments to determine if a customer is eligible for a review request.

The Simple RM app meets or exceeds all industry standards for modern cyber security. Furthermore, the Simple RM app has passed the rigorous security testing QuickBooks puts all apps through before they are aloud to be listed in the app store.

The app has a optional automatic review request setting available that sends a review request email when an invoice is paid or a sales receipt is created in QuickBooks when enabled. You also have to option to trigger a review request for a customer at any time.

Even if you do complete more than one job for the same customer or multiple customers have the same email address in QuickBooks that customers will only ever receive one review request from the app.

The app determines a customer satisfaction before mentioning reviews. Reviews are only mentioned to highly satisfied customers. Reviews are never mentioned to unsatisfied customers. Instead, unsatisfied customers are reported to you so the business can work to resolve the situation if they wish.

Patron Say is the brand used for all customer facing material. That includes all emails, text messages and review requests pages that customers interact with. You can see how the Patron Say brand is used by previewing the customer experience in the app admin.

The app uses a one question survey at the start of the interaction with the customer to determine if they were satisfied or not. Reviews will never be mentioned to unsatisfied customers.

Two reasons. All requests are sent at the optimal time of day to increase the conversion rate. Also, a limited number of requests are sent each day to avoid large spikes in reviews. Unusual review submission patterns increase the chances that Google will mark the review as spam.

Note that queued review requests that were triggered from the customers page take priority over requests triggered automatically by events in QuickBooks.

A review request may get the status 'Unable to send' if the email address or phone number that the request was going to be sent to has already received a request. This can happen if multiple customers have the same contact information.

We are constantly working to improve the conversion rate of review requests. We are usually testing multiple templates. The weakest performing templates are occasionally retired and new ones are introduced to try achieve a higher conversion rate.