2.0 Manage customer reviews in the Monitoring Panel
Reviews help to see the general mood of customers, respond to incidents in time and improve the quality of service. This is a necessary part of developing and improving business performance. Use the Reviews tab to manage customer reviews and ratings.
Review status (all statuses, new, accepted, rejected).
Courier (all couriers, courier fleet, specific courier).
Location rating (location - all ratings, location - only 5 stars, location - only 4 stars, location - only 4-5 stars, location - only 1-3 stars).
Problem reviews (with and without problems, with problems only, without problems only).
Courier rating (courier - all ratings, courier - only 5 stars, courier - only 4 stars, courier - only 4-5 stars, courier - only 1-3 stars).
Time interval (date, month, year).
Review type (all reviews, online, offline).
The Show statistics checkbox enables summary data on reviews for the selected period of time.
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All reviews left by customers appear in the Reviews tab. The number in the tab shows the number of unprocessed reviews. New reviews are followed by a beep that will play as long as there is at least one unprocessed review. To accept or reject a review, double-click on its status. Then click Accepted or Rejected to accept or reject it, respectively. After that, click on an empty section of the page to save.
Accepted reviews appear in the Reviews tab in the Dots Business app and require acceptance by company managers/cashiers.
Reviews of the wrong nature. For example, if a company review describes a problem with a courier or delivery.
A review with a positive comment and a low rating, or vice versa.
If the content of the review has no basis.
The review contains obscene language or insults.
If the case requires further processing and a response from the relevant person, you must click to problems under the review. After that, you need to specify the details of the problem in the window that appears and click Save. Then the new problem will appear in the corresponding tab, and the "in problems" mark will be shown under the review.
Publication date. Date and time of the review.
City. The city of the company.
Company. The name of the company.
Order/Table number. Order number or table number where the customer was served. When clicking on the number, an order card will open in a separate tab.
User. Customer’s name and the number of their successfully completed orders. When you click on the name, the customer's order history will open in a separate tab.
Company rating. Company evaluation and related comment. Comment is required only for ratings less than 5 stars.
Courier rating. Courier evaluation and related comment. Comment is required only for ratings less than 5 stars.
Status. Current review status. Double click for editing.
New (default). The review is highlighted in pink and needs to be processed by an operator.
Accepted. The operator checked the review, and now it is available for processing in the Dots Business app. Highlighted in green.
Rejected. The review is highlighted in gray and rejected by an operator. Used in case of inadequate reviews (lack of explanation, obscene language, insults)
History. Contains a History button, which opens the history of actions.
Note: System automatically accepts 5-star reviews.
Link to this article: here
Available elements
At the top of the page, there are filters that include:
Review status (all statuses, new, accepted, rejected).
Courier (all couriers, courier fleet, specific courier).
Location rating (location - all ratings, location - only 5 stars, location - only 4 stars, location - only 4-5 stars, location - only 1-3 stars).
Problem reviews (with and without problems, with problems only, without problems only).
Courier rating (courier - all ratings, courier - only 5 stars, courier - only 4 stars, courier - only 4-5 stars, courier - only 1-3 stars).
Time interval (date, month, year).
Review type (all reviews, online, offline).
The Show statistics checkbox enables summary data on reviews for the selected period of time.
*
All reviews left by customers appear in the Reviews tab. The number in the tab shows the number of unprocessed reviews. New reviews are followed by a beep that will play as long as there is at least one unprocessed review. To accept or reject a review, double-click on its status. Then click Accepted or Rejected to accept or reject it, respectively. After that, click on an empty section of the page to save.
Accepted reviews appear in the Reviews tab in the Dots Business app and require acceptance by company managers/cashiers.
It is recommended to reject the following reviews:
Reviews of the wrong nature. For example, if a company review describes a problem with a courier or delivery.
A review with a positive comment and a low rating, or vice versa.
If the content of the review has no basis.
The review contains obscene language or insults.
If the case requires further processing and a response from the relevant person, you must click to problems under the review. After that, you need to specify the details of the problem in the window that appears and click Save. Then the new problem will appear in the corresponding tab, and the "in problems" mark will be shown under the review.
Each review contains the following elements:
Publication date. Date and time of the review.
City. The city of the company.
Company. The name of the company.
Order/Table number. Order number or table number where the customer was served. When clicking on the number, an order card will open in a separate tab.
User. Customer’s name and the number of their successfully completed orders. When you click on the name, the customer's order history will open in a separate tab.
Company rating. Company evaluation and related comment. Comment is required only for ratings less than 5 stars.
Courier rating. Courier evaluation and related comment. Comment is required only for ratings less than 5 stars.
Status. Current review status. Double click for editing.
New (default). The review is highlighted in pink and needs to be processed by an operator.
Accepted. The operator checked the review, and now it is available for processing in the Dots Business app. Highlighted in green.
Rejected. The review is highlighted in gray and rejected by an operator. Used in case of inadequate reviews (lack of explanation, obscene language, insults)
History. Contains a History button, which opens the history of actions.
Note: System automatically accepts 5-star reviews.
Link to this article: here
Updated on: 27/05/2024
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