reputationbeginner 3–5 hours

Automate customer reviews the ethical way (with gating)

Increase review volume + protect against unfair public reviews by capturing feedback first.

Any customer-facing business.

Progress

0 / 4

Prerequisites

Step-by-step

Step 1Wire the trigger
On appointment complete / order fulfilled, fire a CSAT survey.
Step 2Design the branching
If score ≥ 8: invite to leave a public review. If < 8: internal ticket.
Step 3Route unhappy customers to a human
Ensure the negative branch always creates a task with a 24h SLA.
Step 4Turn happy responses into testimonials
Queue high-score written feedback into the testimonial CMS with explicit consent.

Templates

CSAT invite

Subject: How was your visit to {business_name}?

Two quick questions — takes 45 seconds. Your answer helps us improve.

Success metrics

Recommended tools

Related playbooks

Common mistakes

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