Ratings Received

The Ratings Received report displays all customer feedback. By default, it shows ratings for all templates across all organizations. However, you can apply various filters to show or hide specific ratings, and the display sort order can be adjusted. These options will be covered in more detail below.

This report show pages of 10 individual customer ratings, with the most recent activity date first:

The icons buttons to the right of each rating are called Action Icons.

What is a Rating?

A customer rating consists of a 5-star rating and possibly a comment. If the customer chooses, they can also provide their email address and name. If they do provide their email address, an organization member can respond to the rating, initiating a "Customer Conversation."

The Customer Conversation is a dialogue between the customer and the organization. When the organization responds to the customer's rating, the customer will receive an email containing the response along with a one-time link they can use to continue the conversation.

One way to view a rating with an accompanying email address is to consider it as a task to be completed.

The goal for the organization is to close the rating, indicating that the customer's feedback has been received, processed, and resolved. Any rating that has not been closed suggests one of the following:

• The rating is new
• The organization has not yet responded to the customer
• The organization is waiting for the customer's response

Rating status

Each rating will fall under one of the following statuses:

• Unread Rating
• Unread Customer Reply
• Awaiting Customer Reply
• Pending Action
• Closed

Pending Action means that the rating is awaiting an action by the organization - normally to Reply to the customer or to Close it.

Example Rating

Below is an example of a single rating:

The blue envelope icon indicates that the customer has provided an email address, which suggests that the customer may want a response to their rating.

The tick Action Icon to the right will mark the rating as have been "Read" by the user, the "X" Action Icon will mark the rating as "Closed".

The down-arrow icon next to the mail icon opens up the rating to reveal more information:

Select the clipboard icon to copy the contents of the main rating information to your clipboard.

Once a rating has been closed, the status will be changed and the Action Icon will change:

Selecting the "Reset Status" Action Icon will re-open the rating and set it to "Pending". This is useful if a rating is accidentally closed.

Customer Conversation

At this point there has been no conversation with the customer. The area titled "Customer Conversation" can be opened with the down-arrow icon.

See Customer Conversation for further details.

Search, Sort & Filters

Above the list of ratings can be found the following additional items, left to right:

• Record count - number of ratings that match the current filter & search settings
• Refresh action icon - performs a page refresh, which re-reads the page of data. Normally the page refreshes when you navigate to another page or to a different page. Data that has changed on the ratings in the current page may not be automatically refreshed immediately, use this button to trigger a refresh.
• Search - enter values to search, then press enter or select the search action icon
• Sort order - alters the ratings display order: there a 6 self-explanatory options
• Hide Closed - a toggle action icon to hide all closed ratings - useful to quickly declutter view
• Filters - apply advanced filtering to the report - see filters

Drill-down Filters

The user can drill down into the Ratings Received report from:

• the Dashboard
• the Organization menu
• the Template menu

Here is an example of a drill-down from the 'Ratings' option on the organization menu for Spicey Travel Limited.

Notice the Current filter view describing the filter being applied to the report - in this case, the report is showing those ratings for 'Spicey Travel Ltd' with a status of 'Unread Rating'. 'Spicey Travel' is shown in Red which indicates that the filter was set via a drill down action from another page, the status is coloured black to indicate that it is a global filter setting, set via the Filters selection.

The Drill-down filters operate in conjunction with global filters but they are transient, which means that once you navigate away from the Ratings Received report then they are discarded and any existing global filters are used independently.