Feedback and Ratings

Feedback and Ratings

Does OctopusPro have a customer feedback and rating system?

OctopusPro has a built in feedback and rating system designed to help your business collect feedback from clients regarding the services provided. This is done through an automated background process that can be activated from within your account settings. When activated, feedback emails will be automatically sent to your customers after their booking has been completed inviting them to rate and review the service provided. The standard template for the feedback email contains links to the OctopusPro review and rating system which can be customised with the criteria and questions that relate to your business and services, and fully whitelabeled with your business branding and URL.

Customer feedback gives you insight that helps you make better business decisions, and collecting customer feedback is crucial in managing customer satisfaction, customer retention and loyalty, improving products and services, and improving fieldworker performance. If you do not attempt to find out what your clients actually think about your service, you will never be able to give them the best customer experience. Their opinions about the experience they had with your brand is helpful information that you can use to improve your business.

Successful business owners gather and manage distinct kinds of data that helps them develop future strategies, only in this way they are able to adjust their products and services to perfectly fit customer needs. Customer feedback is one of the most reliable sources for tangible data that can be used in making business decisions. Customer insights will help you understand your clients needs more profoundly.

If you don’t want to run the internal feedback and ratings system and send our feedback request emails you can disable it by deactivating the Request Rating From Customer automated procedure from your automations settings page.
Settings > Communications > Automations.

Can my customers rate and review their bookings and leave feedback?

OctopusPro has a built in feedback and rating system designed to help your business collect feedback from clients regarding the services provided. This is done through an automated background process that can be activated from within your account settings. When activated, feedback emails will be automatically sent to your customers after their booking has been completed inviting them to rate and review the service provided. The standard template for the feedback email contains links to the OctopusPro review and rating system which can be customised with the criteria and questions that relate to your business and services, and fully whitelabeled with your business branding and URL.

Can I share ratings and reviews received with other customers?

Once a customer rates or reviews a booking in OctopusPro, your office will receive a notification and the review will be visible to all your office users and can be shared with your fieldworker. All reviews received remain private and won’t be public on your customer portal, you can however share positive reviews on your customer portal and make them public for your customers.

When you start receiving positive reviews from your customers, keep the momentum going by highlighting and sharing them so other customers are inspired to do the same. You can also share positive reviews on your brand’s social media channels to open up the option to your audience there and drive traffic to your customer portal.

Social proof is a powerful marketing tactic — meaning that, if customers see others like them sharing reviews, they’re more likely to do the same and follow the crowd. So make sure that, in addition to asking for new customer reviews, you’re promoting the positive ones you receive for promotion.

What is the difference between Google reviews and the OctopusPro ratings system?

Google reviews and other review websites are great for marketing your business and improving the visibility of your business on Google and search engines. You want to invite your happy customers to review you on Google, but you don’t want negative reviews going on Google. However, if you do not try to find out what your clients actually think about your service, you will never be able to give them the best customer experience.

OctopusPro’s rating and review system allows you to collect positive and negative reviews privately before these reviews go live on Google. You can then invite your happy customers to share their feedback on Google reviews, helping you improve your Google reviews and star rating, improve your business operations, increase customer satisfaction, and keep negative reviews away from being visible to others on the internet.

Do customer ratings and reviews from OctopusPro get forwarded to Google?

Customer ratings made through OctopusPro are private and are only visible to your office users, fieldworker and customer, but you can easily add your Google ratings link to your feedback email template so it’s sent out with the feedback request email. You can also create a new email template or canned response for Google reviews and keep the internal review system and Google reviews running simultaneously.

Can I integrate Google Reviews into my OctopusPro account?

You can modify the standard email template used to request customer feedback and add a link to your Google Reviews page.  You can also create a new email template or canned response for Google Reviews and keep them running simultaneously with the OctopusPro feedback system. Be sure to test all links once they are set up on both your phone and desktop computer to ensure accuracy and functionality.

Can I integrate Facebook reviews into my OctopusPro account?

You can modify the standard email template used to request customer feedback and add a link to your Facebook Reviews page. This works well as it brings the visitor directly to your Facebook Reviews Tab where they can leave a review. You can also create a new email template or canned response for Facebook reviews and keep them running simultaneously with the OctopusPro feedback system. Be sure to test all links once they are set up on both your phone and desktop computer to ensure accuracy and functionality.

Rating tags are areas on which customers can provide feedback, for example, professionalism of the contractor and the quality of the products used. To add a new rating tag:

  1.  Go to Settings
  2. Select Communications
  3. Click Feedback
  4. Click Ratings
  5.  Click Create New
  6.  Enter the rating tag, including an image
  7. Press Save

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