With the Service Rating feature, you will be able to:
Automatically request service ratings from their clients after a cleaning appointment is completed.
Like other client communications, you can configure the request to be sent at a specific time after the appointment, based on its status and the time of day that works best for your business.
Once ratings start coming in, they’ll be displayed on the sidebar for each rated appointment and on the customer profile page.
You can view and analyze all rating statistics, helping you monitor client satisfaction closely.
Here's how it works:
Activating the Service Ratings feature:
Head to the Service Ratings located on your Side Panel.
On the Service Ratings page, you will find the option to turn on the feature.
You can also find it on Settings under Communications. You will see the Service ratings option.
On the Service ratings settings page, locate the Activate Service ratings button.
Now the feature is activated and you can modify Email and SMS templates.
Create Custom Rating Templates:
First, head over to the Settings page to modify the templates that will be sent out to your clients. Click on Email & SMS notifications under Communications.
Find the Service Rating option and click on Edit on Emails or SMS. You can turn on emails, texts, or both.
This is what your customers will read in the Email or Text when asked to rate the service.
Customizing the Survey your customers get:
You can slightly modify the survey your customers get when they open the link they received via Email or SMS.
Go to Service Ratings under Communications.
Customize what you want the Introduction message and Thank you message to be.
Utilize the redirect link feature to guide customers to your preferred online platform after they complete the survey. This could be your Google My Business page, your Facebook page, or any other relevant review site.
After completing the ZenMaid Service Rating, your customers will see the Thank You message you previously set.
To maximize positive customer feedback, consider carefully whether or not to include a redirect link to your service rating survey. Clients who complete it will be taken to the website you select right after the 'Thank You' message.
While a redirect seems convenient, it can decrease the likelihood of receiving favorable public reviews. This approach often leads to more genuine and thoughtful responses, as customers who choose to participate are likely more engaged and satisfied with your service.
Check the feedback and rating your customers leave on appointments:
You can check on the appointment itself the rating and the feedback the customer gave.
You can also check the rating of previous appointments from the appointment sidebar.
There is a Service Rating banner on your Dashboard showing you the rating for the past 30 days.
Track and Analyze your Ratings:
You can check all your ratings by clicking on All Ratings under Reports.
You will see a breakdown of all your ratings to help you closely track customer satisfaction. The rating is for the team or cleaner group overall. This rating system is internal and can be reviewed by the maid service owners and office managers.
Contacting a Customer After a Review Was Left
The Service Rating feature allows you to provide a more personalized experience with your customers, as you can contact them after a review (either a good or bad one) is left.
For example, you want to reach out to a 5-star rating customer because it is likely they will provide a public review on your Google My Business page, Facebook page, or any platform you use.
On the other hand, you also want to reach out to a 1-3-star rating customer to learn what went wrong and how you and your team can improve their experience on their next cleaning visit.
Here, you will learn two options for contacting your customers.
Contacting a customer through ZenMaid
On the service rating page, locate the customer you want to contact and click the 'Open appointment' link.
A new tab with the appointment information will open, click on 'Actions' on the top right part and then 'Send Email' and a new pop-up window will appear with the available templates for sending an email, select any option as you'll customize the email either way.
In this example, I selected the Service Rating email template. You'll have to update the subject and the body of the email depending on the reason why you are reaching out to them. After you make the necessary edits, hit the 'Send Email' button.
Contacting a customer through your E-mail provider
On the service rating page, locate the customer you want to contact and copy their email address.
Open your email page/app and send an email as you usually do.
Email Drafts for your use
Below you will find some email drafts that you can use as a base when reaching out to your clients. Make sure you customize it to keep things on brand and you may add or take out parts that you don't think are necessary.
Kindly note that offering a discount is completely optional and you may edit the drafts we provide you at your convenience.
Good review email draft
Good review email draft
Key tips for customization:
Personalization: Use the client’s name and reference specific details about their service to make the email feel more personal.
Review Links: Make it easy for clients by including direct links to your Google and/or Facebook review pages.
Discount Terms: Clearly state how the discount will be applied [if applicable(e.g., on their next service)] and any expiration dates if applicable.
Follow-Up: If you don’t hear back, consider sending a polite follow-up email after a week.
Subject: Loved your [-Company Name-] Cleaning? Share the Love & Get 10% Off!
Body:
Hi [-Client Name-],
Thank you so much for your recent feedback! We’re thrilled to hear that you enjoyed your experience with [-Your Company Name-]. Your kind words mean the world to us and motivate our team to keep delivering exceptional service.
Would you be willing to share your experience with others by leaving a public review on Google or Facebook? Your review helps us grow and lets others know about the quality service we strive to provide.
As a token of our appreciation, we’re offering you 10% off your next service for taking the time to leave a review.
Simply click one of the links below to get started:
Leave a Google Review: [Insert Google Review Link]
Leave a Facebook Review: [Insert Facebook Review Link]
Once you've posted your review, just reply to this email letting us know, and we'll apply the 10% discount to your next booking.
Thank you again for choosing [-Your Company Name-]! We look forward to hearing from you and seeing you again soon.
Warmly,
[-Your Name-]
Not-so-good review email draft
Not-so-good review email draft
Key tips for this email
Acknowledge the Issue: Show empathy and take responsibility for the negative experience.
Seek Specific Feedback: Ask open-ended questions to understand the root cause of the problem.
Offer a Solution or Gesture: Provide a discount, or other incentive to show you’re committed to making things right.
Subject: We're Listening: Your Feedback on Your Recent [-Your Company-] Cleaning
Body:
Hi [-Client's First Name-],
Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that your recent experience with [-Your Company Name-] did not meet your expectations.
We'd really appreciate it if you could share some more details about what specifically fell short of your expectations. This will help us understand where we went wrong and make the necessary improvements to ensure this doesn't happen again.
For example, could you tell us more about:
What aspects of the cleaning were unsatisfactory?
Was there a particular area that wasn't cleaned to your liking?
Your feedback is invaluable to us, and we take it very seriously. We want to learn from this experience and make things right. We're committed to continuous improvement, and your input plays a crucial role in that process.
Please feel free to reply to this email with any details you're comfortable sharing. We're also available to speak by phone at [-Your Phone Number-] if that's easier for you.
Sincerely,
[-Your Name-]
Additional Notes
The Service Rating feature contributes to your text message limit if you send them through SMS.
Ratings are not tied to the cleaner but to the service appointment itself.
To turn off the feature, simply disable the Service Ratings Email and SMS communications here.
If you want only select customers to get a service rating, you can manually send them emails, texts, or both through the appointment Action menu.
This feature is only available on the full web app, not the mobile app.
Keywords:
Service Rating, Customer Feedback, Reviews, Ratings, Google review, Facebook review, Public review, Google My Business