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Respond to Customer Reviews

Vagaro Support
Vagaro Support
• Updated

Use the Review Management report to read every review posted on your Vagaro Listing Page and reply to it. A reply is a good way to thank happy customers or respond to a complaint. Your reply is public to other Vagaro users, and the customer gets a notification when you post it. You can edit or remove your own replies, but you cannot edit or delete a customer's review. To request a review's removal, see Business Review Standards in Vagaro.

review_reply-phone.png

Important

Turn on Only Allow Reviews from Verified Customers in your Online Appointment Rules to accept reviews only from customers who were checked out or who marked their appointment as "Completed." They must sign in with the same Vagaro account they booked with, can post one review per visit, and cannot comment on your replies. If a customer can't leave a review, make sure they signed in with the account they booked with.

Prerequisites: This feature is available for all Vagaro businesses.

See Individual Reviews

On a Phone

To filter your reviews and read your customers' comments:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Review Management.

  2. At the top of the screen, select the Date Range to report on. The report updates automatically each time you change the date range.

  3. Optionally, select the Search Magnifying Glass (Search button) icon to enter a keyword or string of words to search for in your reviews.

  4. To filter your report, select Filter settings.png, change the following filters as needed, and then select Run Report.

    • Review Rating: Select the number of stars that your business was rated.

    • Reviews with Photos: Select whether to search for reviews with photos that customers have attached.

    • Reviews with Responses: Select whether to search for reviews that your business has already responded to.

    • Sort By: Select the order in which to show the report's results.

  5. Optionally, if the customer attaches an image to the reply, select the image to view it in full size. You can then save the image to your device by selecting the Action Three vertically stacked circles, representing a menu or more options icon. menu, and then Save to Device.

On a Computer, Tablet, Pay Desk, or PayPro

To filter your reviews and read your customers' comments:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Review Management. The report will run automatically.

  2. Optionally, set any of the following, then select Run Report.

    • Date Range: Select the start and end dates of the report, then select Submit.

    • Review Rating: Select the number of stars that your business was rated.

    • Search Reviews: Enter a keyword or string of words to search for in your reviews.

    • Reviews with Photos: Select whether to search for reviews with photos that customers have attached.

    • Reviews with Responses: Select whether to search for reviews that your business has already responded to.

  3. Optionally, if the customer attaches an image to the reply, select the image to view it in full resolution. You can then save the image to your device by selecting the Download download_icon.png icon to save it to your device.

See Review Summary

The Review Management screen opens to the current month's reviews, with your Average Overall Rating at the top. That rating is the average of every score customers have given you. To see how the ratings break down by star and your total review count, expand the heading.

On a Phone

review_rating_phone.png

To filter your reviews and read your customers' comments:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Review Management.

  2. To view your Average Overall Rating, select the Average Overall Rating heading.

  3. At the top of the screen, select the Date Range to report on. The report updates automatically each time you change the date range.

  4. Optionally, select the Search Magnifying Glass (Search button) icon to enter a keyword or string of words to search for in your reviews.

  5. To filter your report, select Filter settings.png, change the following filters as needed, and then select Run Report.

    • Review Rating: Select the number of stars that your business was rated.

    • Reviews with Photos: Select whether to search for reviews with photos that customers have attached.

    • Reviews with Responses: Select whether to search for reviews that your business has already responded to.

    • Sort By: Select the order in which to show the report's results.

  6. Optionally, if the customer attaches an image to the reply, select the image to view it in full size. You can then save the image to your device by selecting the Action Three vertically stacked circles, representing a menu or more options icon. menu, and then Save to Device.

On a Computer, Tablet, Pay Desk, or PayPro

review_rating_web.png

To filter your reviews and read your customers' comments:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Review Management. The report will run automatically.

  2. To view your Average Overall Rating, select the down arrow down_caret_icon.pngbutton.

  3. Optionally, set any of the following, then select Run Report.

    • Date Range: Select the start and end dates of the report, then select Submit.

    • Review Rating: Select the number of stars that your business was rated.

    • Search Reviews: Enter a keyword or string of words to search for in your reviews.

    • Reviews with Photos: Select whether to search for reviews with photos that customers have attached.

    • Reviews with Responses: Select whether to search for reviews that your business has already responded to.

  4. Optionally, if the customer attaches an image to the reply, select the image to view it in full resolution. You can then save the image to your device by selecting the Download download_icon.png icon to save it to your device.

Reply to Customer Reviews

If you reply to a customer's review, your comment will be posted below it and the customer will receive a notification. Customers cannot write additional comments after your reply.

On a Phone

To reply to a customer's review:

  1. Select More This is an icon used to go to the More initial navigation step on the Vagaro website and the Vagaro Pro app. → Reports → Review Management.

  2. To filter your report, select Filter settings.png, change the following filters as needed, and then select Run Report.

  3. Below the customer's comment, enter or generate your response to the customer.

    review_reply-phone.png

    • To write your own response to the customer, enter your text in the Write a reply box.

    • To auto-generate a response that you can edit or post-as is:

      1. Select Reply with AI.

      2. Optionally, select a Tone and choose the Length of your reply. The text is regenerated each time to change a setting.

        review_ai-phone.png

        You can also select Regenerate to get a different message. Select Previous Prompts to review or go back to a response that was already generated.

        If you need to refer to the customer's review, select Original Customer Review.

      3. Optionally, update the message as needed. We highly recommend that you read the generated response to make sure that the text is appropriate and contains the message and sentiment you want to say.

      4. Select Use this Text.

  4. Select the Post Response post_bn.png button. Your message is shown below the customer's comment.

    review_replied-phone.png

On a Computer, Tablet, Pay Desk, or PayPro

To reply to a customer's review:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Review Management. The report will run automatically.

  2. Enter or generate a response to the customer.

    review_reply-web.png

    • To write your own response to the customer, select Reply, enter your Response to Review.

      review_no_ai-web.png

    • To auto-generate a response that you can edit or post as is:

      1. Select Reply with AI.

      2. Optionally, select a Tone and choose the Length of your reply. The text is regenerated each time to change a setting.

        review_ai-web.png

      3. Optionally, update the message as needed. We highly recommend that you read the generated response to make sure that the text is appropriate and contains the message and sentiment you want to say.

      4. Select Use this Text.

  3. Select Post Response. Your message is shown below the customer's comment.

    review_replied-web.png

Edit Your Replies

You can only edit or remove replies that were submitted by you and can be performed only on the web, tablet, Pay Desk, or PayPro.

On a Computer, Tablet, Pay Desk, or PayPro

To edit your response to a customer:

  1. Select Reports Decorative solid black rectangle, which is usually an icon for reports or charts. → Review Management. The report will run automatically.

  2. Optionally, set any of the following, then select Run Report.

  3. To edit a response:

    1. Select the Action Three vertically stacked circles, representing a menu or more options icon. menu in the reply to update, then select Edit.

      review_edit-web.png

    2. Update or regenerate response as needed.

    3. Select Post Response.

  4. To delete a response:

    1. Select the Action Three vertically stacked circles, representing a menu or more options icon. menu in the reply to remove, then select Delete.

    2. In the confirmation popup, select Delete.

Comments

2 comments

Date Votes
  • Donna S

    what a great Idea   I love it and of course it From the best software program ...VAGARO

    0
  • Vagaro Support

    0

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