There are two different review request flows you can send to customers:
Use the direct flow when you are confident the customer is satisfied. This flow gets right to the point, which reduces friction and increases the chances of getting a review.
Use the cautious flow when you are unsure if the customer was satisfied. This flow begins by presenting the customer with a satisfaction survey and only mentions posting a review to customers that indicate they are satisfied.
Those are the flows at a high level, but let’s look at them in more detail.
Customers in this flow see an initial review request. If they post a review that is the end of the flow. If they don’t post a review after the initial request they are sent a follow up review request a few days later. The direct flow will contact the customer, at most, twice.
Customers in this flow start by seeing a satisfaction survey.
If they complete the survey and indicate they had a negative experience you are alerted and that is the end of the review request flow for the customer.
If they indicate they had a positive experience they are asked to post a review. If they post a review that is the end of the flow.
If they do not complete the customer survey when they receive the initial request they are sent a reminder about the survey a few days later.
If they complete the survey, but do not post a review they are sent a follow up review request a few days later.
The cautious flow will, at the most, contact the customer three times.
There is a setting on the general tab on the settings page called “Pre screening survey default value”. This setting is how you indicate if you want to “Present customers with a customer experience survey prior to requesting a review” “Assume positive sentiment for customers. Proceed right to a review request”.
The value of this setting determines the value of the “Survey before review request” attribute for new customers who are created. As the name suggests the value the customer has for this attribute determines the review request flow the customer will get.
If the “Survey before review request” attribute is “no” for the customer they will get the direct flow.
If the “Survey before review request” attribute is “yes” for the customer they will get the cautious flow.
At any point prior to the customer entering the “In progress” status you can edit the value for the “Survey before review request” attribute of the customer by editing the customer on the Customers page.
At any point in either of the flows and regardless of the contact method the customer can use the unsubscribe link to stop receiving any further requests.