Low Rating Alerts

What Triggers a Low Rating Alert

A low rating alert is sent whenever ResponseIQ detects a new review rated 1, 2, or 3 stars. The threshold of 3 stars and below was chosen because these reviews indicate the customer's experience fell short of their expectations and warrant closer attention than positive reviews.

What the Alert Contains

Low rating alert emails are formatted to convey urgency and provide all the information you need to take action:

• A priority indicator marking the email as a low-rating review that needs attention.
• The reviewer's display name so you can identify the customer if they are known to your business.
• The star rating prominently displayed with visual emphasis on the severity.
• The complete review text, untruncated, so you have the full context of the customer's complaint or feedback.
• The location name where the review was posted.
• A direct link to the review in your ResponseIQ dashboard.

By including the full review text in the email, you can assess the situation and begin formulating a response before you even open the dashboard. This is especially useful for business owners who may be away from their desk but checking email on a mobile device.

Flagged for Attention

Reviews that trigger low rating alerts are automatically flagged for attention within the ResponseIQ dashboard. Flagged reviews appear with a visual indicator in your review list, making them easy to spot when you log in. The flag remains until you respond to the review or manually dismiss it.

Responding to Low-Rated Reviews

When you receive a low rating alert, timely and thoughtful action is important. Here is a recommended approach:

1. Read the full review text carefully to understand the customer's specific concerns.
2. Click the link in the alert email to open the review in your ResponseIQ dashboard.
3. If auto-reply generated a response, review it carefully. Edit it if needed to address the specific concerns more personally.
4. If no auto-reply was generated, compose a response that acknowledges the problem, expresses empathy, and offers a path to resolution.
5. Respond as quickly as possible. Ideally within a few hours, and no later than 24 hours.

Why Low Rating Alerts Matter

Research consistently shows that how a business responds to negative reviews has a significant impact on consumer decisions. Potential customers often pay more attention to your responses to negative reviews than to the positive reviews themselves. A professional, empathetic response to a 1-star review can actually build trust with prospective customers who see that you handle problems gracefully.

• Responding quickly demonstrates that you are attentive and care about customer satisfaction.
• Acknowledging the issue without being defensive shows maturity and professionalism.
• Offering a resolution or next step shows that you are action-oriented.
• In some cases, a well-handled response can prompt the reviewer to update their rating.