Informative customer reviews of your products can go a long way in converting browsers into shoppers. If a customer doesn’t leave a review when they make a purchase, you can set up automatic emails requesting feedback to be sent after an order has been processed and shipped.
Enabling Order Reviews
The first thing you need to do is turn on Customer Reviews.
- In your Admin Area, go to Settings > Config Variables.
- Click Search .
- Type "reviews" in the Name field and click the blue Search button.
- Select the Enable Customer Reviews check box and click Save.
Now you need to enable the Order Reviews function for your products.
- Go to Inventory > Products.
- Click the three-dot actions menu icon and select All Products Settings.
- Select the Auto Survey Email Enabled check box.
- Designate how long after the shipping date the emails should be sent in the Auto Survey Email After Number of Days field.
Now, past orders that were shipped prior to the number of days you designated will prompt review request emails. New orders will prompt emails once the specified number of days has elapsed.
Customizing Order Review Emails
A standard email template is already configured for your store, but you can customize it so it’s branded and recognizable to your customers.
Remember to create a duplicate or backup of the default HTML code for any email template before you make any changes to it. This will enable you to restore your template to its original state, should you need to at any time. You can create a backup of an email template by copying and pasting the content from the LiveEdit page into your preferred text or HTML editor (e.g. Notepad, Dreamweaver, etc.).
To modify the content of the email that will be sent to customers:
- Go to Design > File Editor in your Admin Area.
- Click the link under Email Templates on the right.
- Choose Product_Review_Request.asp from the drop-down menu.
- Find the body text and modify it as you like.
If you've uploaded a graphic logo to your store, it will automatically be added to your email template.
How Reviews are Submitted
When a customer follows the link in your review request email, they’re taken to the product review page where they can provide their name, geographic location, a title for the review, comments on the product or service, and a rating from 1-5 stars. The review form works just like the storefront review form on your product pages.
When published, each review is displayed near the bottom of the product's details page with the review rating, title, and comment. An average score for the product (between 1 and 5 stars) based on all reviews will be listed just below the product's description.
Additionally, other visitors to the product's details page can rate whether or not a review was helpful by clicking either Yes or No. The total number of customers who rated a review as helpful will be listed above each review.
Reviews will be automatically published to a product's details page unless they’re flagged by the system's content filter. To remove a particular review, you must either delete it or make it inactive in the Customer Reviews table.
Encouraging customers to give feedback on your products is a great way to stay connected. It helps you understand what motivates them to buy, and lets them see that you’re interested in what they have to say.