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< Clients

Customer ratings and reviews explained

What does this feature do?

This feature gives you the ability to receive Ratings and Reviews from your Clients after work has been completed. If you request a review, Clients are presented with the option of rating your experience out of ten. They’ll also have the option to add a comment or feedback in a text box below. You can then easily share these reviews on Facebook or by email.

New: Now you can also view all your reviews in the Reports tab of FreshBooks under Client Reports.


How reviews are triggered and submitted:

There are two ways in which reviews are triggered and submitted. One is when online payment in enabled, or after manually entering a payment on the invoice.

When online payment is enabled:

If your Clients pay your Invoices online, then after you send the Invoice by email, we will ask if you would like to request a review.

Request_Review_After_Online_Payment

When payment is manually entered:

If your Clients do not pay you online, we will ask you if you would like to send out a review request by email after you enter a payment on an Invoice.

Request_Review_Button

If you choose to request a review, you can customize the email sent to your Client.

Request_Review_Email

From the Client’s perspective

When your Client agrees to review they will first 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.

Review_Rate
  1. After a positive review (9 or above) the Client will have the option to introduce you to someone they know
  2. Review_Referral
  3. Your Client can customize the message and you will automatically be CC’ed on the email
  4. Review_Referral_Email

  5. After the email is sent, a thank you message will appear with a share button, allowing the user to post to Facebook (optional).

Review_Referral_Share


How you can share and view your Ratings and Reviews.

Recent_Customer_Reviews

  1. You can view your recent Ratings and Reviews on the Home tab
  2. You can also see reviews directly on a Client’s profile from the People tab.
  3. Client_Reviews

  4. Clicking on numbered ratings (10 out of 10) brings up the review
  5. Share_Reviews

  6. You can post these reviews to Facebook as the business owner, or email someone you know directly here.

Common questions:

Where can I see all my reviews? 
Using the desktop version of FreshBooks, head over to the Reports tab then click on Client Reports and then 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.

How do I disable Customer Reviews? 
You can disable Client Reviews as the administrator by going to Settings (top right), click on the Misc tab and then in the General section, un-check “Request reviews from Clients”.

Will I be notified if my Client reviews me? 
We will send the administrator 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” for requesting a review from a Client? 
We will not send your customer the chance 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 administrator of the account can request reviews from a Client.

Can I send reviews from the Android or iOS app? 
Ratings and Reviews are currently unavailable on the mobile app. However, you can use the web browser on your mobile device to log into your FreshBooks account and send out Reviews from there.