Client Reviews

Modified on Mon, 23 Mar at 1:53 PM

Gathering feedback through automated review requests is a powerful way to monitor your business's reputation and improve the customer experience. This article explains how MyTime captures reviews and how those ratings are directed based on your settings.

Things to know:

Review requests are sent to clients when either the "Request Review" automated message is enabled or a manual "Review Request" campaign is sent.
Automated review requests can be scheduled to send at a specific interval after an appointment, whether that is a few hours, days, or weeks later. You can also control the frequency based on the client's visit history:
- First Appointment Only: Sends a request only after a client's very first visit to your business.
- First, Second, and Third Appointments: Focuses on gathering feedback during the initial onboarding phase of a new client.
- Multiple (Every Appointment): Sends a request after every completed appointment to ensure consistent monitoring of the client experience.
To prevent "survey fatigue," once a client leaves a review, they will not receive another request for future appointments.
If you redirect clients to an external site (like Google or Facebook), they will be prompted to log in to their existing account or create a new one to post their review.
By default, only 4 and 5-star reviews are suggested to your external review sites. You can change this behavior via the "Suggest External Review Site If Client Rating Is Equal To Or Above" setting if you prefer to direct all ratings (1–5 stars) externally.
The destination of a review depends on the star rating provided by the client:
- Positive Reviews (4 or 5 Stars):
  - Clients are sent to your chosen external review site. If no site is selected, they are directed to a private MyTime feedback form.
  - If the review is left on the private MyTime form, an email is sent to staff members who have "Receive operations alerts email" enabled.
  - The rating is automatically saved in your Reviews & Staff Ratings report.
- Negative Reviews (1, 2, or 3 Stars):
  - Private Feedback: To allow for internal resolution, these clients are directed to a private feedback form rather than an external site.
  - An immediate email is sent to staff with "Receive operations alerts email" enabled so management can follow up.
  - All negative ratings and comments are logged in the Reviews & Staff Ratings report.
If your subscription includes the Listing and Reputation Manager, you can monitor, track, and respond to reviews left across various external sites directly from your SOCi dashboard.

Contents:

How to Leave a Review
Review Scenarios

How to Leave a Review

After receiving the request review automated message or manual campaign, your clients should do the following:

Tap their desired star rating directly within the message
Automatic Redirection:
- 1–3 Stars: The client is sent to a private MyTime feedback form
- 4–5 Stars: The client is redirected to your external review site (e.g., Google or Facebook)
The client writes their comments regarding their experience
Once the client has written their feedback, they can complete the process by selecting the final submission button based on the platform:
- Private Feedback: The client clicks "Submit" to send their review directly to your MyTime internal reports.
- External Listings: If redirected to your Google listing, the client clicks "Post" to make their review visible to the public.

When a private MyTime review is submitted, any staff member with "Operations Alerts" enabled will receive a notification email immediately.

Email received by staff member

Review Scenarios

The table below illustrates how different client actions affect where feedback is stored and displayed

Scenarios	Results
The client clicked on the 4-5 rating on the email and was redirected to Google, where he/she left a review.	The review and rating will be published on Google, and the rating will be saved in MyTime's Reviews & Staff Ratings report
The client clicked on a 4-5 rating in the email and was redirected to Google, but he/she did not leave a review on Google.	The rating will appear in MyTime's Reviews & Staff Ratings report, but the review will not appear on Google
The client clicked on a 1-3 rating in the email and was directed to MyTime's private feedback page, where he/she selected a rating from 1-3 and left a review.	The review and rating will only be saved in MyTime's Reviews & Staff Ratings report
The client clicked on the 1-3 rating on the email, which sent him/her to the MyTime review page, where he/she chose a rating from 4-5 and left a review	The review and rating will only be saved in MyTime's Reviews & Staff Ratings report

Ultimately, the goal is not just to accumulate positive reviews but to foster genuine engagement with your clients. Actively listening to their feedback, whether positive or negative, and incorporating that feedback into your business practices can lead to continuous improvement and increased customer satisfaction.