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Respond to Customer Reviews

Vagaro Support
Vagaro Support
• Updated

The Review Management report shows every review customers have posted on your Vagaro Listing Page and lets you respond publicly. Replying is an effective way to thank satisfied customers or address a concern. Your response appears below the review and is visible to all Vagaro users, and the customer receives a notification when you post it. You can edit or delete your own replies, but you cannot modify or remove a customer's review. To request a review's removal, see Business Review Standards in Vagaro.

Important

To limit who can leave reviews, turn on Only Allow Reviews from Verified Customers in your Online Appointment Rules. With this setting, only customers who were checked out or marked their appointment as “Completed” can leave a review. They must sign in with the same Vagaro account they booked with, are limited to one review per visit, and cannot comment on your replies. If a customer cannot leave a review, confirm they signed in with the account they used to book.

Prerequisites: This feature is available for all Vagaro businesses.

See Individual Reviews

On a Phone

On a phone, each review appears as a card showing the date, the customer’s name, and their star rating.

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

    date_range_vpro_2x.png

  3. Optionally, select Search Magnifying Glass (Search button) to find a specific customer or review.

  4. Optionally, in the top-right corner, select Filters filters_icon_2x.png, set any of the following filters, and then select Run Report.

    • Review Rating: Show data for reviews by star rating.

    • Reviews with Photos: Show data for reviews with attached photos.

    • Reviews with Responses: Show data for reviews you’ve already responded to.

    • Sort By: Reorder the report.

  5. Optionally, in the top-right corner, select Star star-regular-full.png to favorite or unfavorite this report.

On a Computer, Tablet, Pay Desk, or PayPro

Each review appears as a card showing the date, the customer’s name, and their star rating.

review_management_web_2x.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. Optionally, set the date range for your report:

    1. In the top-right corner, select Date Range calendar-regular-full.png to open the date picker.

    2. Use the date picker to choose a date range or a preset range like Yesterday or Last 7 Days.

    3. If you manually selected a date range, select Submit.

  3. Optionally, in the top-right corner, select Filters filter-solid-full.png, set any of the following filters, and then select Run Report.

    • Review Rating: Show data for reviews by star rating.

    • Search: Search for a specific review.

    • Reviews with Photos: Show data for reviews with attached photos.

    • Reviews with Responses: Show data for reviews you’ve already responded to.

  4. Optionally, use the Sort By list to reorder your reviews.

See Review Summary

When you open Review Management, the screen shows the current month’s reviews and your Average Overall Rating at the top. This rating is the cumulative average of all scores customers have given you. To see a breakdown by star rating 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.

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.png button.

    review_overall_rating_web_2x.png

Reply to Customer Reviews

When you reply to a review, your response appears below the customer’s comment and they receive a notification. Customers cannot post additional comments after you 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

    • Enter a reply in the text box to write your own response.

    • Select Enhance with AI to auto-generate a response with AI.

  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. Reply to the review:

    • Select Reply to write your own response.

      review_no_ai-web.png

    • Select Enhance with Vera to auto-generate a response with AI.

  3. Once you have your response, select Post Response. Your message is shown below the customer’s comment.

    review_replied-web.png

Edit Your Replies

You can edit or delete only your own replies. This is available on the web, tablet, Pay Desk, and 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. For the review with a reply, select Action Three vertically stacked circles, representing a menu or more options icon. → Edit Response.

    review_edit-web.png

  3. Update the response as needed, then select Save Response

  4. To delete a response:

    1. Select Action Three vertically stacked circles, representing a menu or more options icon. → Delete Response.

    2. Select Delete to confirm.

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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

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