You're utilizing GetReviews as a software tool to collect more real and honest reviews from your customers. If you're not seeing the results you'd hoped for, it's essential to identify the possible reasons and make the necessary adjustments for your account. Here are some common reasons why we've seen customers not get reviews and actionable tips to fix them.
1. Lack of Visibility
Customers can't respond to your surveys if they aren't aware of it. These are a few solutions and things you should double-check before you get your campaign to go live:
- Use package inserts:
- Did you place the package inserts inside your product packaging? Confirm with your manufacturers or suppliers that they have been placed properly.
- Did you place the corresponding QR code for your survey on the insert? If you place the wrong QR code, your customers may have difficulty completing their survey, which means they won't be able to leave a review.
- Use multiple channels:
- Suppose you are selling on marketplaces such as Shopify where you get your customer's email addresses. In that case, you can share your GetReviews survey through various touchpoints such as email, SMS, and social media.
2. Survey Is Too Long or Complicated
If the survey feels lengthy or complex, they may abandon it before submitting it. Here are a few ways to simplify your survey:
- Decrease the minimum review length. The default minimum character count is 50, but consider decreasing it to 15 characters.
- Use simple language: ensure the questions you are asking customers are clear and straightforward.
- Don't enable the review title: this is not useful for our most popular marketplaces such as Amazon, Shopify, Walmart, and more. We suggest customers only enable the review title if they have integrated with Bazaarvoice.
3. Test Regularly (IMPORTANT)
If your survey is not properly set up, customers may not be able to respond. So it is crucial that you test regularly. This includes:
- QR code: scan the QR code on your package insert to ensure it properly redirects to your survey.
- Mobile device: make sure the survey is mobile-friendly.
- Utilize your test order # to complete the survey from beginning to end. That way you can see if the proper products are showing on your survey and customers receive their giveaway confirmation email.
- Make sure that your product has a giveaway enabled.
4. Validation Method
There are three different validation methods you can choose for your marketplaces. We will focus on the Manual and Automated validation methods.
- Manual: This allows customers to input any order # and proceed with completing the survey. Once the customer completes the survey, you can validate the review manually by checking that the order # that they inputted indeed matches an order that was placed. Only once you validate the review will the customer receive their giveaway confirmation email.
- Automated: This allows accounts to connect their Amazon Seller Central account and GetReviews will automatically check if the order # the customer inputted, indeed matches an order that was placed. There are a few reasons why the order # the customer inputs may be rejected, hence why they are not able to complete the survey:
- The customer selected the wrong product: if the customer purchased Product A but selected Product B in your survey, the customer will see an error message.
- The customer purchased from another market: if you only enabled Amazon US marketplace but the customer purchased from Amazon CA, the customer will see an error message.
- The customer may have completed the survey previously: if the customer tries to complete the survey twice with the same order number, an error message will show stating that the order number has already been utilized.
If you're not receiving the reviews you expect, don't get discouraged. Use the insights above to identify the potential bottlenecks and implement strategies to address them.
For any questions, email us at [email protected].
