The Direct-to-Review Setting is available in the Get Reviews section of Reputation Manager.
When Direct-to-Review is turned on in the campaign template, the NPS score that your recipient picks will determine whether they are asked to leave internal feedback or not.
Those who select a positive NPS score (a score that's above the threshold set in the template) will not be asked to provide internal feedback as part of the review request flow. Instead, they’ll skip directly to the external reviews step and be prompted to click out and publish their feedback about their positive experience directly on one of the external review sites.
Recipients who pick a negative score, (a score that's below the threshold set in the template) will be first asked to leave internal feedback (available only to you in the Get Reviews campaign report) before they can progress to the final step with links to external review sites.
For example, if you picked 7 as your positive score threshold, anyone rating you 7, 8, 9, or 10 will skip the internal feedback step. Anyone rating you less than that will still go through the internal feedback step before being shown links to review sites.
How to switch on Direct-to-Review
To enable the Direct-to-Review Setting in a campaign template, first click the ‘Get more reviews’ on the Get Reviews Overview page.
From the Get Started page, you’ll be able to see which template is currently active for this Location. To edit the active template, open the dropdown and click ‘Edit’ to access the template wizard. If you'd like to set up a new template, click ‘Create New Template’.
Once the template wizard is open, on the first step, ‘General Settings’, you’ll see a toggle switch on the bottom right. Use this to enable the Direct-to-Review Setting.
When the Direct-to-Review Setting has been switched on, this will be reflected in the text of the template wizard. For example, in the SMS Rating Page settings, you'll notice the blue alert message shown below.
This explains that the feedback field shown in the preview pane will not be shown when a responder has selected a positive NPS score, and vice versa for a negative NPS score.
Similarly, in the Email Landing Page Settings, please note that Positive Landing Page 1 will never be shown to positive responders. Instead, they’ll be taken straight to Positive Landing Page 2, so there is no need to edit or tweak the text here if you're using Direct-to-Review.
The same goes for the Kiosk and Link Feedback Page. If the recipient has given a positive NPS score, they won’t see the feedback text field. Here, they’ll only be asked for their name and email address.
So now that you’ve switched on Direct-to-Review in your template, let’s take a look at what this looks like for customers when you use each Get Reviews mode.
Email Mode with Direct-to-Review enabled
When sending requests via email with Direct-to-Review enabled, the recipient will pick an NPS score from the email body itself. This determines how many steps there are in the process and whether they will be asked to leave internal feedback before being shown the links to external review sites.
If the recipient picks a positive NPS score, it’s a two-step process. After selecting a score they’ll be taken straight to the Positive Landing Page 2 and shown the external review links.
Picking a negative score from the NPS scale results in a three-step process for recipients. After clicking on a score, the recipient will be taken to the internal feedback step. Once they have written some feedback about their experience, they’ll move to the second Negative Landing Page where they can click out to external review sites if they would like to.
SMS Mode with Direct-to-Review enabled
Clicking out on a short link in an SMS review request takes the recipient to the Rating Page, where they will first select an NPS score.
If that score is positive, the responder will progress directly to the Positive Landing Page and be asked to publish a review on an external site.
If the recipient leaves a negative score, then the internal feedback field will appear on the Rating Page before they progress to the Negative Landing Page.
Kiosk Mode with Direct-to-Review enabled
When recipients fill out a Kiosk Mode review request with Direct-to-Review Setting enabled they will pick an NPS score on Step 1.
If a positive score is selected, Step 2 will simply ask the responder for their name and contact email. Then they’ll receive an email request asking them to write a review on one of the selected external sites.
If a negative NPS score is selected, Step 2 will ask the responder for internal feedback before capturing their contact details on Step 3. Later, they’ll receive a confirmation email thanking them for their feedback which contains the external review links.
Link Mode with Direct-to-Review enabled
In Link Mode, Step 1 of the request flow is the NPS picker. After selecting a score, both positive and negative responders will progress to Step 2 where they must leave their name and contact email.
Positive responders will progress directly to Step 3, where they’ll be asked to click out and leave a review on an external site.
For negative responders, the Link Mode request will be a four-step process. They’ll be asked to leave internal, private feedback only visible to you in the Get Reviews report, before they can progress to Step 4 and view the external links.