Remembering to ask your clients for feedback can be tough and, frankly, kind of awkward. FreshBooks removes some of that awkwardness with the Customer Reviews feature. Now FreshBooks has made it even easier to look at trends in the valuable feedback your clients have provided.
Starting today you see all of your reviews in one place – on the Customer Reviews Report.
Why should I care?
Making sure customers are happy about the work provided is the number one priority for most small business owners. The Customer Reviews Report allows you to collect feedback and make sure that your customers are, in fact, happy. This report can also illuminate areas where you might have room to improve, allowing you to continue growing your craft and your business.
The Customer Review Report allows you to spot trends in how your customers perceive your work. You can run a report for all your positive reviews and see what common things people think you’re doing really well, helping you understand and promote your strengths.
Alternatively, you could run a report to look at your less favorable reviews. This can help highlight if there is a certain type of client that has had less optimal experiences or if there are consistent opportunities for improvement that you could address. This could also help you pinpoint if there are additional services your clients are looking for that you could begin to offer.
When people are looking to hire someone for a project they frequently look for reviews or references from people just like them to verify that the business they’re about to hire is really are as wonderful as they claim. The new Customer Review Report means you have a ready-made library of testimonials to share with your clients on your website or your business’ social media. It also allows you to easily provide prospective clients reviews from past clients and projects that are similar to them and their needs.
How does it work?
Requesting a Review
When you manually enter a payment on an invoice, you’ll be prompted to request a review. You’ll be able to write a quick email and your client will get a link to fill out the review.
If you use Online Payment you’ll see the request option when you create an invoice. If you click Request a review after online payment your client will be asked for a review once they make their credit card payment.
Once your client makes their credit card payment and gets the review request, they’ll be asked to give you a score between 1 and 10 based on how likely they would be to refer you to a friend or colleague. They are also able to provide written feedback about you and your work.
If your client gives you a 9 or a 10 they’ll be encouraged to refer you right away to a friend or colleague. If the review is an 8 or below, the review isn’t sharable by your client.
Customer Reviews Report
To access your customer Review Report head to the Reports tab and click on the Client Reports tab on the left side. The Customer Reviews Report is the fourth option.
From the report you can specify a specific date range, which is useful if you’d only like to see, for example, the most recent reviews. There is the option to filter by score, which is helpful if you’re only looking for your most positive reviews to use as testimonials or if you’re looking for your lower scores to use as constructive feedback. You can also filter the report by client, allowing you to look at all of the reviews from a certain type of customer to see if there are any trends between your different client types.
You can see the full review by clicking on the score. You can also access the client’s details by clicking on the client’s name if you need a refresher of who exactly gave you the review.
Can I share my good reviews?
Yep, you can share your best reviews (any review rated 9 or 10) via email, on your personal or business Facebook page and now also on LinkedIn. To share a review simply click on the score in the Customer Review Report. Then click on your favorite sharing option and you’re good to go.
Can I disable Customer Reviews?
You’ll only be presented with the option to ask for a review, at most, once every six months for each client, but if you don’t want to use them at all you can turn off the feature completely. Head up to the Settings menu in the top-right corner and click on the Misc tab. The fifth option on this page is a checkbox that allows you to disable the feature entirely.
Why can’t I see the report in my Reports tab?
You will only see the report if you have Customer Reviews enabled, so if you don’t see if in your list you’ll need to head to the Settings menu in the top right and click on the Misc. tab. The fifth option down is a checkbox that will enable this Customer Reviews, which will also enable the report.
Start exploring the Customer Reviews Report today.
Head on over to the Reports tab and check out the Customer Reviews Report. You may be surprised by how much you can learn and grow your business from what your customers have to say.