Review Screening helps you manage customer feedback more effectively by giving you control over how reviews are collected and handled before they appear publicly. By encouraging customers to share feedback privately first, you can resolve issues early and protect your online reputation.
What Is Review Screening?
Review Screening allows customers to submit a SmartMoving Only (private) review before being prompted to leave a public review. This gives your team the opportunity to address concerns internally and follow up with customers who had a less-than-perfect experience.
If a customer submits a low rating, SmartMoving can automatically create a customer support ticket so your team can respond quickly.
Why Review Screening Matters
Review Screening helps you:
Identify issues before they become public reviews
Improve customer satisfaction through proactive follow-up
Reduce the risk of negative public feedback
Streamline service recovery with automatic ticket creation
By handling feedback privately first, you maintain better control over your public reputation.
Accessing Review Screening Settings
To configure Review Screening:
Go to Settings
Select Marketing
Click Review Screening
This page contains all settings related to private reviews and screening behavior.
Enabling SmartMoving-Only Reviews
Enable the SmartMoving-Only Review option to allow customers to submit a private review before being directed to public platforms.
This ensures:
Feedback is captured internally
Issues can be addressed before public exposure
Positive experiences can still be encouraged to go public
Configuring the “What Went Wrong?” Trigger
You can choose a star rating threshold that triggers a follow-up prompt asking customers what went wrong.
For example:
If set to 3 stars or below, customers who submit a rating of 3 or lower will be asked to provide additional feedback
This helps gather more detailed information about negative experiences.
Customizing Subpar Review Reasons
The Subpar Review Reasons setting allows you to define common issues customers can select when leaving a low rating.
Examples include:
Damaged items
Late arrival or departure
Unprofessional crew
These options can be customized to reflect the most common challenges your business encounters.
Handling Subpar Reviews Automatically
When a customer submits a subpar review:
A customer support ticket is automatically created
The ticket is linked to the relevant job
Your team can follow up and resolve the issue quickly
This automation ensures negative feedback is never overlooked.
Best Practices for Review Screening
Set a clear rating threshold that fits your service standards
Keep subpar review reasons specific and actionable
Follow up promptly on created support tickets
Use private feedback to improve operations and training
What’s Next?
Once Review Screening is configured, consider pairing it with:
Automated review replies
SmartMoving-only follow-up emails
Review reminders and notifications
Together, these features create a complete and proactive reputation management workflow.