What this screen is for
This is the moderation and follow-up queue for customer reviews. Cards show the average rating and how many cases are open. Filters narrow the list by rating (four and above, three and below, or no rating given), by visibility (published, hidden, awaiting review) and by case state (open, resolved, flagged, needs investigating), with a date range on top. Each review can be published, hidden, replied to publicly, or opened as a case to chase.
When to use it
Work through it regularly. Nothing a customer writes is public until somebody here publishes it, so unreviewed feedback sits invisible until it is handled; and a low rating left as an open case is a customer still waiting.
What you see on this screen
A line under the heading states the position plainly: nothing is public until somebody here publishes it.
Five tiles, two of which are clickable shortcuts into the matching filter: Needs investigating, Awaiting review, Average rating, Published and Last 30 days.
The list is a set of rows rather than a table. Each row shows the rating with a star, or an italic note where none was given; the customer's name; a publication badge; an open-case marker where one is running; then a second line with the employee, the booking number, the date and who it was with. A row that has already been answered publicly is marked Replied publicly.
A count line above reads which reviews are on display out of the total.
Filters and actions
Six controls: a search box covering customer, employee or reference; visibility, offering Any visibility, Awaiting review, Published and Hidden; rating, offering Any rating, 3 and below, 4 and above and No rating; case state, offering Any case state, Open cases, Resolved and Flagged; an employee filter; and From and To dates. Clear filters resets them.
Status values
A review's visibility is one of:
- pending, shown as Awaiting review — nobody has decided, so it is not public
- published — visible to customers
- hidden — deliberately kept back
Where a review has been opened as a case, its investigation runs through New, Assigned, Customer contacted, Staff contacted, Resolved and Closed. Anything that has not reached Resolved or Closed counts as an open case.
Related
- Review Analytics
- Feedback Forms