Share your success stories and let your customers’ positive experiences speak for you. Displaying authentic feedback is one of the most effective ways to build immediate trust and reach new customers by showcasing the quality of your work. In this article, you will learn how to manage customer consent, interpret feedback status, send publication requests and seamlessly display both reviews and your personal responses online.
Note: The Feedback feature is available in the Basic and Pro plans.
If you’re using the Appointments plan, no worries. You can add the Feedback feature to your subscription with a Boost add-on or get this for free with the Treatwell integration. Read how to activate it here.
Do I need the customer's consent to make the feedback public?
Yes. Highlighting customer experiences is a fantastic way to build credibility, but transparency is key. To ensure you’re compliant and respecting your clients' privacy, the customer must first grant permission before their feedback goes live.
Now, requesting customer consent is even easier: every feedback request you send automatically includes a dedicated option for the customer to consent to making their review public.
What do the feedback status icons mean?
To help you manage your reviews efficiently, every piece of feedback you receive features a status icon. This indicates at a glance whether the customer has granted permission for publication:
Clock icon: You have requested permission, but the customer has not yet responded.
Warning sign: The customer has indicated that their feedback may not be made public.
Open padlock: Permission has been granted, but the feedback is not yet live on your site.
Network icon: This feedback is now public and successfully published on your website.
How do I request publication if the customer missed the option?
If a customer hasn't made a choice regarding publication yet, or accidentally missed the checkbox, you can still send an email afterwards requesting permission.
The email the customer receives will show their original feedback, so they know what it's about and can make any necessary adjustments.
They can then check the box to 'Allow online publication'.
How do I publish feedback online?
As soon as the customer has given permission, you can push the content live to your site:
Click ‘Publish’ at the top right of the page.
The feedback will then appear immediately in your review widget.
How do I publish my response to a customer?
Showcase your excellent customer service by publishing your own responses to feedback directly in your review widget. Here’s how:
Click the ‘Reply’ button at the top right of the page. Your reply will appear neatly below the customer's original message.
On the right side, you’ll see a ‘Manage Publishing’ toggle. Use it to publish the review or reply and publish. Your response will be visible in your review widget for everyone to see.
How do I place the feedback widget on my website?
You can place a feedback widget on your website using various platforms (such as WIX, WordPress, Jimdo, Joomla or Weebly). Take a look at this article for the complete step-by-step instructions.
If you have any doubts, contact our support team, and we will be happy to help you.