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?
Visibility on the Sawyer Marketplace
Who sees reviews?
By submitting a review through Sawyer, customers agree to share this information both with the provider directly as well as publicly on the Sawyer Marketplace. Although written text and star-ratings are displayed publicly, only users with Owner or Administrator permissions to the relevant Sawyer Tools provider portal can see the full name and email of the client who submitted the review. Marketplace visitors only see the first name of the reviewer and any information voluntarily shared via the written text of the review.
How do star-ratings work?
The Sawyer Marketplace shows an aggregate Provider Review which is an average of all star-ratings for that provider across all activities (minimum 5 reviews.)
In what order are reviews displayed?
The most recent reviews are shown at the top of the list.
Managing Reviews as a Provider
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 if a family doesn’t attend the activity? Will they still receive the email?
Everyone who registered for an activity gets an email.
How do providers see reviews by customers?
Users with Owner or Administrator permissions in Sawyer Tools can receive emails every time a customer leaves a review and can access the Reviews page in Sawyer Tools to view and manage reviews. We strongly encourage providers to read every review received, to learn from customer feedback (both positive and constructive) and to respond thoughtfully to negative reviews.
How do providers reply to reviews?
On the Reviews page in Sawyer Tools, each review has a button that allows an Owner or Administrator to leave one reply to the review. This reply is shown publicly on the Sawyer Marketplace. Customers cannot respond back to this reply. The provider’s reply is also displayed to the customer in the My Reviews section of their Account. They will also receive an email letting them know their review has received a reply.
What if a provider is threatened with a bad review?
Customers are not allowed to threaten to leave a bad review as a way to influence the experience that providers deliver. Similarly, providers are not allowed to incentivize customers to leave positive reviews.
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.
How does a provider remove a review?
We encourage you to reach out to us via firstname.lastname@example.org to flag any review that does not abide by our community standards.
How does a provider edit a reply?
Replies cannot be edited. For help with any critical issues, reach out to our support team via email@example.com
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.
Managing Reviews as a Customer
Where can customers find reviews they’ve written in the past?
In the My Reviews section of their Account.
Where can customers find activities they haven’t reviewed yet?
Labeled as Pending Reviews in the My Reviews section of their Account.
What if customers are offered an incentive to leave a good review?
This is not allowed. Similarly, customers are not allowed to threaten to leave a bad review in order to influence the experience that providers deliver.
How does a customer remove a review?
A review can be removed by the customer who wrote it via their My Reviews page in their Sawyer portal. Clicking Remove Review removes it from the My Reviews page, the provider’s Sawyer Tools portal, and the Sawyer Marketplace. Removed reviews are not counted in the aggregate star-review displayed on the Sawyer Marketplace.
When will customers be asked to leave a review?
24 hrs after a drop-in or midway through a semester or camp.
How do customers edit a review?
Reviews cannot be edited but can be removed. Reviews that have been removed can not be rewritten or resubmitted. For help with any critical issues, reach out to our support team via email@example.com.
What if I see a review by someone else that doesn’t meet the community standards?
Let us know! We encourage you to flag any reviews you believe should be removed.