Getting started
How a funnel routes customers by rating
What happy and unhappy customers see after they rate, and how to change the rules.
3 min read
After a customer gives their stars, the funnel decides which step comes next. A happy customer goes straight to your review links. An unhappy customer is first asked what went wrong, so you get the chance to put it right. Every customer can still reach your review links.
You decide the rules. They are the funnel's questions, and you can see and change every one of them.
What every new funnel does
| Rating | What the customer sees |
|---|---|
| 4 or 5 stars | "Want to say a few words?" (they can skip it), then a thank-you screen with your review links shown. What they wrote is ready to copy into a review. |
| 1 to 3 stars | "What went wrong?", then "May we contact you to make this right?". If yes, they leave a name and a phone number or email. Then a thank-you screen with a Leave more feedback or a review button that shows your review links. |
What happens to a low rating
Any rating under 4 stars goes to your Recovery inbox, with what the customer wrote and, if they agreed to be contacted, how to reach them. An alert email is sent too, unless you have switched alerts off for that funnel. See Low-rating alerts and follow-up emails.
Changing the rules
- Open Funnels and choose the funnel.
- Go to Set up → Questions.
- Select the Star rating step. Its conditions say where each rating leads, for example a rating that "is at least" 4 to one step and a rating that "is at most" 3 to another.
- Choose a different step for a rating, or add a new step where you want it.
- Save with the save bar at the bottom of the screen.
The Questions editor shows the flow as a list of steps or as a canvas. If a step can never be reached, or a path never ends on a thank-you screen, the editor lists the problem and lets you jump to the step.
How each thank-you screen shows your review links
Each Thank-you screen and Coupon step has one of three settings:
- Show links: the review links appear on the screen.
- Behind a button: the customer taps a button to see them.
- No links: the screen shows none.
Google's review policy does not allow asking only happy customers for reviews. The standard funnel gives every customer a way to reach your review links. If you change the flow, keep a way to the links on every path.
Good to know
- The funnel counts every rating, whichever path the customer takes.
- A rating is what a customer leaves in your funnel. A review is what they publish on Google or another site. What a customer does on Google is not visible to RepRocket.
- Review sites do not allow rewards in exchange for a good review. If you offer a coupon, offer it to everyone who rates.
Related articles
- How to create your first review funnel
- Adding custom questions to your funnel
- Review links: Google, Yelp, Facebook and other sites
Need more help? Use Help → Chat with us in the dashboard, or email support@reprocket.app.