If you'd like to find out more, please contact email@example.com.
Customer feedback is a valuable tool for your business – it helps to build credibility and trust for customers while giving you a direct way to collect, review, and respond to customer feedback in real-time.
See below for answers to common questions about how reviews work, when they'll be sent, who will see them, and how they relate to your business.
How do Customers Reviews work?
Customers will receive an automated email after they have attended an activity to ask for feedback on their experience with you
- Drop-in class registrants will receive one email within 24 hours of the activity. Due to the frequency of drop-ins, we will only send an email to the same customer once every 2 months.
- Semester and camp registrants will receive one email halfway through an activity's term. For example, a parent would get a review email on day 15 for a 30-day long camp.
What will the parent email review experience look like?
When will I see Customer Reviews? Where can I find them in Sawyer Tools?
You will receive a notification email each time a customer submits a review for your business so you’ll be able to read and respond accordingly. You’ll also be able to view submissions in real-time by going to My Account >> Reviews in your Sawyer Tools portal.
Are the reviews anonymous? Will I see customer information?
The reviews will not be anonymous as they will be sent to specific customers on your activity rosters. However, email collection is optional for customers to submit if they would like to be contacted about their recent experience.
Can we customize the questions for our customers?
No. To standardize the format for our initial data collection, we will not support adjustments or customizations.
What happens if I receive a negative review?
Negative reviews can happen just as mistakes and misunderstandings can happen. More importantly, our ability to learn from these moments is extremely valuable. If a customer lets you know about their negative experience or gives you a not so stellar review, we encourage you to view that as an opportunity to listen, learn, act, and delight in an effort to turn that customer’s experience into a more positive one.
Think of it this way: if they’re sharing this with you, chances are they would also share it with several friends who are your customers or potential customers. Giving customers the opportunity to share negative feedback with you directly lets you address some of the negative impressions that are already out there.
What if a family doesn’t attend the activity? Will they still receive the email?
Everyone who registered for an activity gets an email.
Are reviews public?
At this time, reviews are a way for owners to gain insights about their customers' experience. They are available for owners and not displayed publicly.
Am I able to opt-out of this feature?
While we want every Sawyer provider to see the value of this new feature, the feature is optional for our providers. Should you want to opt-out of the customer review collection, email firstname.lastname@example.org.