Funnels
Routing guide: what customers see after they rate
The standard routing, the review-site rules to keep to, and designs that work.
4 min read
Routing is what a funnel does after a customer gives their stars. You decide it, step by step, in each funnel's Set up → Questions. This guide explains the standard routing, the rules to keep to, and how to design your own.
For the basics, see How a funnel routes customers by rating.
The standard routing
Every new funnel starts with this:
| Rating | Path |
|---|---|
| 4 or 5 stars | "Want to say a few words?" (optional) → thank-you screen with the review links shown |
| 1 to 3 stars | "What went wrong?" → "May we contact you to make this right?" → contact details (if yes) → thank-you screen with the review links behind a Leave more feedback or a review button |
Why it is built this way:
- A happy customer is asked for a review while the visit is fresh, with what they wrote ready to copy.
- An unhappy customer is heard first, and you get the chance to fix the problem. Every rating under 4 stars lands in your recovery inbox and sends an alert.
- Every customer can still reach your review links. Nobody is blocked from leaving a review.
The rules to keep to
- Do not hide review links from unhappy customers. Google's review policy does not allow asking only happy customers for reviews. Keep a way to the links on every path: Show links or Behind a button on each thank-you screen.
- Do not reward reviews. If you offer a coupon, offer it to everyone who rates, whatever they say.
- Ask for contact details only with permission. The standard funnel asks "May we contact you?" first. Only customers who agree are offered for follow-up.
These rules come from the review sites and from consumer-protection law. You are responsible for following them; the standard funnel is built to.
The building blocks
| Block | What it does |
|---|---|
| Star rating conditions | Send a rating that "is at least" or "is at most" a number of stars to a given step |
| Yes / No | Send each answer to its own step |
| Branching choice | Send each option to its own step |
| Thank-you screen | End the visit; show the review links directly, behind a button, or not at all |
| Coupon | Show a coupon chosen by the rating, and optionally the review links |
The editor checks your flow as you work and lists steps nobody reaches, paths that never end, and links to steps that no longer exist. See Adding custom questions to your funnel.
Designs that work
Three paths instead of two. Send 3-star customers to "What one thing would have made it a 5?", then to the review links behind a button. You learn what to improve without treating a middling visit as a complaint. (Every rating under 4 still reaches the recovery inbox.)
A thank-you coupon for everyone. Add a Coupon step before each thank-you screen, with the same coupon for every rating. Customers come back; review sites' rules are kept.
One question for a service business. After the rating, ask "Who looked after you today?" as a Dropdown. You can then see in the ratings list which team member a comment is about.
Step by step: Tutorial: build a custom routing flow.
Measuring it
- Overview and Analytics → From scan to review link: how many who rated went on to open a review link.
- Analytics → Recovery: how many low ratings you contacted and resolved, and how quickly.
- Ratings → Google: whether your Google review count and rating are moving.
Need more help? Use Help → Chat with us in the dashboard, or email support@reprocket.app.