How to create a Review Generation campaign within Reputation Manager

This guide explains how to create a review generation campaign in Reputation Manager (RM).

If you prefer to learn by watching videos, check out our free course in BrightLocal Academy that shows you how to set up and understand a Reputation Manager report 👇

1. Select or create a template

To start, select 'Review Generation' from the left-side menu under 'Reputation' when viewing a Location.

There are two ways to create a template, depending on whether you've created one before.

a. Select a template

If you already have existing templates, you'll see a dropdown menu. Simply select the template you want to use for this campaign.

From the dropdown arrow, you can also:

Duplicate: Create a copy of the template to edit
Edit: Make changes to the selected template
Delete: Remove the selected template if it's no longer needed

b. Create a template

If you haven't created a template before, click on the green 'Get Started' button that appears.

If a template has already been created, but you'd like to make another one from scratch, you will also have the option to select the 'Create New Template' button.

2. Set up your campaign

Next, choose what type of campaign you would like to run. You have two options here.

a. Option 1: Ask for internal feedback + public review

Customers are asked to rate their experience using your preferred internal feedback score: NPS, Thumbs, or Stars.

Once they’ve left the score, you have the option to gather additional feedback about their experience in the form of a public review.

This option is useful if you want to:

Reach out to the customer personally with more context about their experience.
Uncover issues with your service that need improving.
Gather review content for marketing purposes like testimonials – just be sure to check if the customer has given consent first.

See our guide: How to set up an 'Ask for internal feedback + public review' campaign template

b. Option 2: Only ask for a public review

As the name suggests, this campaign skips all forms of internal feedback and just asks customers to leave a public review. This is a great option for maximizing the number of public reviews in each campaign.

See our guide: How to set up an 'Only ask for a public review' campaign template

3. Select Review Sites

Click on the 'Select Review Sites' button to choose your campaign's review sites — these will appear in all the landing pages / emails you have set up to drive the customer to leave a review. You can select up to three sites here.

Review site: Click here to select from our list of review sites.

4. Choose When You Are Notified

Select 'Set email notifications' to see options about receiving email notifications when customers leave feedback.

Firstly, select 'No' or 'Yes' to indicate if you want to be notified at all.

If you select 'No' to not be notified, then no further action is needed at this step. Click 'Cancel' and go to 4. Request Method.

If you select 'Yes;, then you’ll need to choose when you’d like to receive the notification emails. You can either choose to get notified immediately after a customer leaves feedback or with a daily round-up.

Next, decide what type of feedback you want to include:

Only negative
Only positive
Everything

What gets classed as positive or negative feedback will depend on the NPS feedback score that you set up in your template.

Lastly, enter up to five emails that you'd like to receive the notifications. That could be your customer support team. Or if you’re an agency, that could be your client so they can handle the response to customers themselves.

You can change the types of email notifications that you receive for each review campaign that you set up, so the right people are being notified at the right time and with the right information.

5. Request Method

a. Send Campaigns

Here you can import or add contacts to send review requests via email or SMS.

Email Campaigns
Contacts can be uploaded in bulk, via CSV, or entered manually using the 'Single' send screen. You'll need to confirm that you have the right to contact these people — whichever sending format you choose.

Email Multiple
On this screen, you can upload your contacts in bulk, with a maximum of 100 contacts per CSV file.

Once your contacts have been successfully uploaded, and both the 'Terms & Conditions' and 'Privacy Policy' agreements have been confirmed, you can then send campaigns.

Email Single
Here, you can manually enter the details for a single contact.

SMS Campaigns
Just like email campaigns, you can choose to send to multiple or to a single contact.

SMS Multiple
First, select which country you are sending the campaign to.

If you want to send campaigns to contacts in more than one country, you'll need to upload separate CSV files for each country.

You'll also see the credit panel on the right-hand side of the send screen — this shows your current credit balance on the account, as well as the price per SMS in each country, which varies to account for different carrier pricing in specific countries.

If you have fewer than 100 credits in your account, we'll also show you an option to purchase more credits before sending your campaign. Don't forget, if you've scheduled a follow-up campaign, you'll need twice as many credits as you have contacts.

We only send follow ups to those who do not engage with the first message.