There are lots of funny little details about reviews that for the most part go unnoticed. Reviews are always out of 5-stars (thanks Google), we default to showing 5 reviews per product page (I'm sensing a theme here...) and there are two completely distinct request methods for store reviews vs product reviews.
Some of these details are helpful, but some are harmful. The request method for store reviews is harmful.
- Store (sometimes "site" or "service") reviews are meant to ask the customers about your store as a whole (shipping, customer service etc)
- Product reviews are specific to a particular product
For most brands, both of these are valuable to gather for different use cases. The way review vendors gather these is archaic at best. Basically, you choose the % of folks to whom you want to send a product vs store review request to - then it happens at random.
Even if someone bought a brand new product that desperately needs reviews, they might end up in the store reviews pile. It's totally random & completely unnecessary. Why don't we just ask them for both, in one?
So we're introducing post submission actions, letting you ask customers to do more after they've submitted reviews for all of the products they purchased.
The first post submission action is asking for a store review:
This lets you passively collect store reviews from your most engaged customers, without harming your product review collection at all.
No more tradeoffs. You can have your cake & eat it too.
We're seeing strong enough engagement on this feature that makes us confident you can send 100% of requests as product reviews & still get great store review content. More stats will roll out over time.
This is live today for all brands who were already using store reviews & is available on all plans. You can manage it in admin here.
If you have any questions or ideas for other post submission actions, just reach out in support!