The basic rating
Once a customer has collected a few stamps, they are asked once to rate your business out of five. One tap submits it, and there is no form to fill in.
If they skip, they are not asked again.
The result feeds the Customer Satisfaction figure on your Analytics page. Individual ratings are anonymous to you; you see the aggregate.
The review engine
Off by default, and owner-only to change. You will find it in Settings, under Reviews.
When it is on, the rating splits two ways:
- customers who rate you four or five are offered your Google review link
- customers who rate you one to three are offered a private comment box that comes straight to you
Add your Google review link in the same section, otherwise there is nothing to send happy customers to.
On fairness
Google's policies forbid hiding the review option from unhappy customers, and StampClub does not do that. Every customer can still leave a public review if they want to.
What the engine changes is which option is offered first. An unhappy customer is given a way to tell you directly before being pointed anywhere public, which is a reasonable thing to do and is not the same as suppressing them.
Private feedback
Comments from the private box arrive in Settings, under Feedback. You get a notification when one lands.
Each can be marked read and then actioned, so you can work through them like an inbox rather than losing them in a list.
Private feedback is visible to the owner and to your team members. Bear that in mind if a customer names a specific member of staff.
Making it useful
The rating number itself is not very actionable, because a 4.6 tells you little about what to change.
The private comments are where the value is. Three people mentioning the same thing in a fortnight is a real signal, and it is one you would otherwise only have found out from a public review after the fact.