How to manage your reviews
The "Reviews" page is where you can see your reviews, as well as manage, share and respond to them.
All of your reviews appear on this page. This includes both 1st-party reviews (reviews that you collect directly through the ReputationStacker rating & feedback form), and 3rd-party reviews (reviews from review sites that you've added to your review profile(s) like Google, Facebook, etc).
If you only have one review profile then when you go to your "Reviews" page it will look like this:
If you have more than one review profile then when you go to your "Reviews" page it will look like this:
In this scenario you can click the "View All Reviews" button on the right side of the page for "All Review Profiles" (at the top) to see all of your reviews, or you can click the "View All Reviews" button for an individual review profile to see only reviews for that profile.
Note that review profiles are visible here on a per-user basis, so if you don't see a particular review profile then contact your admin and ask them to give you access in the profile's rating & feedback form settings.
Parts of the "Reviews" page
Here's an explanation of each part of the "Reviews" page:
1. Review Stats Bar: Every review profile has a header row with review statistics:
If you have more than one review profile then you'll see the addition of an "All Review Profiles" section at the top, which shows aggregated review stats for all of your review profiles. For an explanation of what each statistic is, check out this glossary of ReputationStacker review statistics.
2. Reviewer Name: The reviewer's name is displayed here, and under their name you'll see the name of the review profile (which is helpful when you have multiple profiles and you're looking at the list of all reviews together). 3rd-party reviews have a "Connect to Contact" button under the reviewer's name, which you can click to attach these reviews to a contact in the system:
Next to the name of contacts you'll see a checkbox that you can click to open the bulk edit menu on the right side of the page, which allows you to assign follow-up to a team member, add or exclude contacts from another review campaign, or send a private response to the selected contacts (be sure not to use any names or specific information when sending private responses this way because the same message is sent to all of the selected contacts).
3. Rating: 3rd-party ratings display the icon of the review site and the star rating. 1st-party ratings display a number (0-10) in a colored circle:
4. Review: This is the written review text. Mouseover it to expand the text, or click on it to open a modal that shows the full text:
If you've publicly responded to the review then your response will appear below the review. You can also add review tags here, which can be really helpful when you're looking for reviews about something specific.
5. Status: This shows actions that have been taken (either by the system or by the contact/reviewer) and when they occurred. It also shows how many messages have been sent to contacts. For contacts who have been sent messages, the status shows the last action they took to move them down the rating, feedback & reviewing funnel.
For example, if a contact opens an email, clicks a link, submits a rating, then happens to open the same email later that day, the status will show "Rating Provided" rather than "Email Request Opened" since providing a rating is a step further down the funnel:
6. Follow Up: Check out this article about how to set the follow up status of a review so that you or a team member can easily track where you are in following up with the reviewer:
7. Respond: Check out this article about how to respond to reviews in ReputationStacker:
8. Social Share: Manually sharing a review on one of your social media accounts here on the "Reviews" page works the same as auto-review sharing on social media - it just has fewer settings. When a review has been shared on social media (whether you do it manually here or let auto-review sharing do it for you) then a checkmark will appear below the social site(s) that you shared it on:
9. Review Feed: The Review Feed is the widget that allows you to display your reviews on your own website. You can restrict reviews from appearing in your Review Feed by toggling "Yes" to "No" here:
Note that the U.S. Federal Trade Commission's review guidelines state that reviews should be an honest representation of consumer experiences. In other words, you shouldn't hide negative reviews from appearing on your site. So you should generally only set this to not show reviews in your Review Feed if the reviews are off-topic or contain inappropriate material. Otherwise, you should leave this set to "Yes" for all reviews.
10. Filters & Date Ranges: At the top of the page you'll find filters and the date range selector:
Click on filters to apply a filter, edit a filter or create a new filter. When creating or editing a filter, you can add conditions to the "ALL" section at the top (meaning that all of those conditions must be met for results to be displayed) and/or to the "ANY" section below that (meaning that results that meet any of those conditions will be displayed):
You can name the filter and choose which users have access to the filter using the "Visible to" dropdown. After you save a filter it will appear in the filters list. You can favorite a filter by hovering over it and clicking the star icon, edit it by clicking the pencil icon, and remove any filter that has been applied by clicking the "Remove Filter" button:
The date range selector defaults to 90 days. Click on it to choose another set period of time, or designate a specific date range by clicking on the calendar:
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Next you'll want to head to the "Reports" page to get insights and see trends in your ratings, reviews and feedback, and take action to improve your customers' experiences.
And of course make sure that you're continuously adding contacts into the system so you get a steady stream of reviews!