Sentiment Check Overview

  • When setting up your review campaigns, you can opt to enable or disable a setting called “Sentiment Check”

  • Sentiment check inserts an additional step in the review process that helps you identify happy vs unhappy customers before presenting them with review site options

  • Sentiment check is OFF by default in your account. This is because some review sites prohibit only asking happy customers for reviews.

Here's how the default review landing page looks, with sentiment checking OFF:

You can see that with sentiment check disabled, contacts who click from the review request will see the following:

  1. Buttons linking to whichever review sites are connected in your account

  2. A "Contact Us Directly" button to allow for private feedback to be submitted

Note that you can still capture private feedback with sentiment check off, as each customer who receives a review request will have the option to choose a review site OR choose to leave private feedback!

Enabling Sentiment Check

Turning the sentiment check option ON adds a step to the review process that will first ask your customers if they were happy with their experience. Happy customers are then directed to public review sites, while unhappy customers are presented with the private feedback form.

Here's an example of a review landing page with sentiment check turned ON:

There are three types of sentiment check layouts you can choose for this page: thumb up/down, 5 stars, and smiley faces:

When you choose the 5 stars or the smiley face sentiment check, you can also choose when the contact gets sent to public review sites depending on their reaction.

Note that even with sentiment check ON, by default happy customers will have the option for private feedback, and unhappy customers will have an option to review. These options appear in small footers to help with review site compliance.

If you’d prefer to not show these options, un-check the "Allow contacts to choose" setting shown below:

**Note that our Easy Google Reviews feature only works when Sentiment Check is disabled.

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