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How do I request a Review from my Client?

After work as been completed, you can easily request a review from your Clients. Clients are presented with the option of rating your experience (on a scale of 1 to 10) as well as adding a comment or feedback in a text box. You can then share these reviews on FaceBook or by email.

You can also view all reviews from a special report in your Reports tab.

Request a Review

There are two ways in which reviews are triggered and submitted. One is when online payment has been made (through a payment gateway), or after manually entering a payment on the invoice.

Online Payment

When you send an Invoice by Email, if a payment gateway is enabled on it for online payment, you’ll be asked if you would like to request a Review:

Review request pop-up after sending an invoice.

Manually Entering Payment

If you’ve sent out an Invoice that you are entering payment manually on, you’ll be asked if you’d like to request a Review after you’ve entered payment on an Invoice:

Review pop-up after logging a payment.

When Review is Requested

If you choose to request a Review, you’ll see a new pop-up. You can then customize the email that will be sent to your Client:

Email preview of a review request.

Clients’ View of a Review

When your Client agrees to review you, they’ll be asked to rate their experience on a scale of 1-10. They will also be able to add feedback in the text box below:

A scale of 1-10 for client to choose with a text box for a review.

After a positive review (9 or above) the Client will have the option to introduce you to someone they know. This brings up a pop-up with an email they can send to their friend or colleague to recommend you. Afterwards, they’ll see a thank-you page with an option to share the review.

See All Reviews

There are three ways to see Reviews in your account:

Home Tab

  1. Click on the Home tab
  2. Scroll down to the Recent Customer Reviews section:
  3. Home tab showing recent customer reviews section.

    Client Profile

    Any Client that has submitted a Review will also appear in their Client profile:

    1. Go to the People tab
    2. Click on the blue Organization/Client link that you want to look at Reviews from
    3. Scroll to the bottom of the profile to the Reviews section
    4. Review on a client's profile.
    5. Click on the blue rating number link to bring up the review in detail
    6. From here, you can email the review to someone, or share it on your social media.
    7. Detailed review with share and email buttons.

    Customer Reviews Report

    This shows you all Reviews ever submitted, as well as an option to export them out. Just use these steps:

    1. Go to the Reports tab
    2. Click on the Client Reports sub-tab
    3. Click on Customer Reviews.

    Here you will be able to see all your past reviews and filter them by date range. You can also click on the Client’s name to be taken directly to the review if you wish to share it. You can also use the Export to button to save the information as a CSV file.

    FAQs:

    How do I disable Customer Reviews?

    1. Go to Settings (top right)
    2. Click on the Misc sub-tab
    3. In the General section, uncheck Request reviews from Clients
    4. Click Save at the bottom of the page.

    Note: By disabling Reviews, the Customer Reviews report is no longer available in your Reports tab.


    Will I be notified if my Client reviews me?

    FreshBooks sends the admin an email as soon as a Client submits a Review.


    Can I ask for multiple Reviews from the same Client?

    Once you have sent a request for a Customer Review, we will not ask you to send them a request again for another six months. This helps prevent you from sending too many requests to a Client, and also from having to manually keep track of recent requests.


    What if I click on “Not Now” when requesting a Review from a Client?

    FreshBooks will not send your customer an email to Review you. However, we will still give you the option to send out a Review on your next Invoice for them.


    Can my Staff also request Reviews from a Client?

    At this time, only the admin of the account can request reviews from a Client.


    Can I send reviews from the Android or iOS app?

    Reviews can only be requested from your web browser, not from our mobile app. You can use the web browser on your mobile device to log into your FreshBooks account and send out Reviews from there.