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Review Input Error on (+) & (-) Choices

We have several customers leave an awesome comment and then leave a Poor or Very Poor Rating. After contacting them, they expressed their apologies as it was done in error. 

 

We, as the company, then ask them to update their response; this feels awkward as the whole process is supposed to be anonymous if so desired. We need a "nudge" feature so Feefo can kick an email to the client in these situations saying "hey, your rating and comment dont align, can you double check and make sure what you put is what you meant?"

  • Adam Brewer
  • Jun 1 2016
  • Likely to implement
  • Attach files
  • rebeccah Gatt commented
    11 Jan, 2019 08:09am

    It is very exciting to see this may be implemented.
    This happens so often to us that it's a tap in my monthly report.  

  • rebeccah Gatt commented
    17 Oct, 2018 08:29am

    if figures help, I average 3 a month where the review rating doesn't match the comments. 

  • Martin Holmes commented
    3 Aug, 2018 08:32am

    It does happen from time to time, yes.

    A client will leave very positive comments with a low score – when we speak to them about it they say that they meant to give five stars not one, and that their finger must have slipped or something like that.

  • Admin
    Tanja Ehrhardt commented
    3 Aug, 2018 08:21am

    Hi Martin, this sounds like a good idea. We have not looked at this yet, we may be able to flag these somehow to review. Do you come across this problem often?

  • Martin Holmes commented
    11 Jul, 2018 10:40am

    Did anything ever come of this? It's a great idea.

  • Kirsten Mclean commented
    1 Jul, 2016 09:17am

    Hi Adam, great idea! We will investigate this and see if we can find you a better solution.

    Thank you