Decide which locations to send review requests out for.
Compile a list of the location names and corresponding location codes.
Determine target date to launch.
Ensure all steps can be created and expectations are properly set.
- Template development can take 1 week plus time for approval.
- Integration/SFTP set up can take 1-2 weeks.
Determine which template to use.
- Direct, one step, or two step?
- What would you like for the “Subject” line?
- Would you like to have any edits in the wording of the request? Keep it simple to gain highest chance of response.
- “Poor” and “Excellent” star rating namings cannot be changed.
Determine pathing for the review request.
Asking all of your customers (not just the happy ones) to review your business is a best practice–and our data indicates it actually improves reputation more than selectively requesting reviews.
One Step Simple Flow
A One-Step flow presents the respondent with a direct feedback question followed by an invitation to leave a public review. This flow has the highest conversion and click-thru rates because it requires the fewest clicks from the user. On the other hand, this flow does not capture comments directly in the request.
Two Step Simple Flow
A two-step flow presents the respondent with a direct feedback question, followed by a comments window, followed by an invitation to leave a public review. This flow has lower conversion and click-thru rates than one-step, but it provides you with direct customer feedback in the event the respondent doesn’t click through to the review site.
Determine which review sites on which you want respondents to leave reviews.
The recommended sites are Google, Facebook, and an industry-specific site (e.g., Healthgrades). Alternatively, you can have the platform use an algorithm to automatically choose the review sites where reviews are most needed for the location to help with review spread.
Determine if you will utilize a drip campaign.
Because some people don’t respond to the first email sent, a drip campaign allows for a subsequent “reminder” email to be sent days after the first review. Drip campaigns result in higher conversion and more people leaving reviews
- We recommend an additional email follow-up 3 days after initial email, and then one final email reminder 7 days after the follow up email.
- The email verbiage for the drip campaign is the same as the initial request email verbiage; it doesn’t change as it serves more of a reminder.
Determine how to import respondent contact information.
Will your customer data will be dropped via SFTP, or do you want the platform to obtain customer data via your SFTP server?
- What does the file look like that will be dropped? Provide a sample file to our Integration team so we can map the pick-up and execution. Sample file should NOT include PHI; just the column headers that will be used.
- We recommend looping in our Integration team and client IT team to work through this step in the process.
Determine the “From Name” and “From Email” for the review request.
- Many people use firstname.lastname@example.org or email@example.com. We don’t want people to reply to the email; however, it is a requirement that we have a from email.
- The from name is usually the medical group, practice name, or overall business name. This identifier helps the respondent know who the email is coming from.