Review Management
      Back to home
      1. Yonder Knowledge Base
      2. Review Management

      Quick Guide to Setting Up Customer Review Requests and Surveys

      Get started with customer feedback collection and reputation management.

      Yonder’s Reviews product is your all-in-one solution for automating customer feedback! Achieve high response rates by sending engaging review requests and surveys. This guide walks you through the essentials of setting up surveys and review requests in a few simple steps.

       

      How to Set Up Surveys and Review Requests


      Step 1: Request

      Step 2: Intelligent Feedback

      Step 3: Survey Questions

      Step 4: Thank You

      Login to Yonder, navigate to the Reviews tab, and click Setup to get started!

      1. Request

      • Choose your delivery method: Select whether to send survey requests via email or SMS. (Note: SMS is currently available for US customers only. Read our guide on Sending Surveys and Reviews Requests via SMS) 
      • Personalise your email: Customise the email subject line and description to match your brand’s tone of voice and encourage engagement.
      • Net Promoter Score: All survey emails begin by asking customers for an NPS Rating (1–10). 

      📘 Learn more: Understanding NPS Guide. 

       

      2. Intelligent Feedback

      Choose how you’d like to collect feedback:

      Review-Only Requests - Focus on increasing online reviews. 

      • Promoter Ratings (9-10 ratings) are prompted to post a public review online.
      • Detractor Ratings (0-8 ratings) are directed to provide private feedback.

      Surveys & Review Requests - Focus on gathering detailed feedback. 

      • Collect additional survey responses, then request reviews online from NPS promoters.

      Add Review Links: In the ‘Links to Review Sites’ section, include up to three review site links, such as Google, Facebook, TripAdvisor, or Bookme. This makes it easy for customers to copy their feedback and post it online with just a few clicks.

      📘 Learn more: How to add Online Review Links to your Review Requests. 



      3. Survey Questions

      If you select ‘Survey & Review,’ you can create additional questions:

      • Choose Question Types: Options include star ratings, multiple choice, short answer, long answer, and more.
      • Set the number of questions: Aim for 4-8 questions to achieve the perfect balance of insightful feedback and high completion rates.

      📘 Learn more: Adding Custom Questions to Yonder Surveys. 

      4. Thank You

      Personalise the final message customers see after completing the survey:

      • Detractor Ratings (0–8): Display a simple thank-you message for their feedback.
      • Promoter Ratings (9–10): Encourage customers to share their positive reviews online.




      How to Send Surveys

      Automatic Sending

        1. Integrate Your Booking System: Connect your CRM or booking system to automatically send surveys. Select which products or services to associate with surveys. Visit our Integration Help Centre for setup instructions.
        2. Adjust Send Setting: In the ‘Send Settings’ tab, configure the timing of review requests, set up reminder emails, control limits for returning customers, and enable multiple languages.
        3. Turn Auto-Send On: Enable ‘Send Automatically After a Visit’ and save your changes.

      📘 Learn more: How to Setup Auto Send Surveys.


      Manual Sending

      • If your booking system isn’t compatible, you can send surveys manually.

      📘 Learn more:  Sending Surveys Manually.


       

      Frequently Asked Questions

      Can we customise the survey if we have multiple organisations?
      Yes! If you manage multiple brands, you can customize the name and logo for each organization.  Read our 'Managing Multiple Organisations' article.

      Can I preview the email before sending it to customers?
      Yes! During the survey setup, you can use the 'Send Test' option to preview how the email looks and works. Test responses won’t be saved, so feel free to experiment.

      Can I schedule surveys to be sent at a specific time?
      Absolutely. In the Send Settings, you can choose when to send surveys. By default, surveys are sent one day after the visit at 8 PM. You can also schedule reminder emails for customers who haven’t completed the survey.

      How do I track responses and reviews?
      Track sent surveys in the 'Requests Sent' tab and view responses in the 'All Reviews' tab. For a detailed overview, visit the 'Reports' section for statistics and insights.

      How do I respond to Yonder surveys?
      Survey responses are private and only visible  to you. If you’d like to follow up with a customer, you can send them a separate email directly from your email platform.


      Have other questions? Contact support@yonderhq.com.