Product does not manage reputation.
closed
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Tisa Christiana Spraul
Asks for a client to make an NPS score of 1-10 but when they click "1" they are directed to click a Google button to leave a review. Being that this will lead to a bad review, why would the google button show at this point in the funnel? (I tried to upload and image of this issue but the attachment button below, does not work.)
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Rylan Morris - Vendasta
closed
Tisa Christiana Spraul - Thanks again for taking the time to share your detailed thoughts on this. We understand your concerns about detractors being shown a prominent Google Review button, and we’ve carefully reviewed your suggestions. Unfortunately, we can’t remove or hide the Google Review option for certain respondents because doing so would violate Google’s review policies, which prohibit “review gating.” These policies require that all customers—regardless of their sentiment—be given the same opportunity to leave a review.
That said, we agree there’s room to improve the overall experience while staying compliant. Your suggestions about separating NPS from review requests, adjusting button prominence, and allowing more template customization are valuable. While we can’t remove Google from the NPS flow, we’ll keep these ideas in mind as we explore ways to make the process more strategic and flexible.
We’re closing this specific request since removing the Google Review button isn’t possible under current policy, but your feedback will be referenced in future NPS enhancements.
Arunkumar Jagadeesan
Thanks for your feedback Tisa Christiana Spraul
In the current NPS flow, when a contact selects a low score (such as “1”), they are identified as a detractor and redirected to an NPS feedback page. This page allows them to share more details about their experience, and it also includes a Google Review button. The reason this button is present for all users regardless of their score is to comply with review platform policies (like Google’s) and avoid “review gating.” Review gating showing review links only to happy customers is against these guidelines and can result in removal of reviews.
While this means a detractor could still click through to leave a public review, keeping the button visible ensures the process is fair, transparent, and compliant. The main purpose of the feedback page, however, is to capture direct input from detractors so you can address concerns privately before they choose to post publicly.
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Tisa Christiana Spraul
Arunkumar Jagadeesan Thanks for the reply. I understand the gating concern but other review funnels that offer reputation management are set up more strategically. #1.) the NPS option should be separate from the review option. Here we ask for feedback and then show a prominent button to leave a google review next to the feedback field. Wouldn't it make more sense to get their feedback so you can fix their concerns, as one template, then send a separate email to ask for reviews? #2.) If we cannot separate these functionalities, it would be better to have a small line of text with a simple text link to leave a review, not a big button. This way the clients / customers are more likely to focus on leaving their bad experience in the feedback section. And #3.) The templates in this review funnel are not editable. It would be nice to edit the way the request text is written. Overall it is very limited.
Arunkumar Jagadeesan
Tisa Christiana Spraul Thanks again for the detailed feedback, it’s really valuable for helping us improve the overall NPS experience. We’ll review each of these points and explore how we can enhance the NPS flow to address these concerns while ensuring compliance with guidelines. Your input will definitely help us identify opportunities to make the process more effective and user-friendly.