Customers & Automation
Reviews & Feedback Management
Reviews & Feedback Management
Monitor customer reviews, respond to feedback, and recover relationships with unhappy clients — all from one screen.
Overview
Reviews & Feedback Management lets you:
- View all customer reviews with rating distribution and response rate metrics
- Respond publicly to reviews to show future clients you care
- Moderate reviews (publish, hide, or flag)
- Collect private satisfaction feedback after appointments before it goes public
- Follow up on low-satisfaction visits in a dedicated recovery queue (PRO)
- Choose your review collection strategy — OpenChair reviews, Google redirect, or a hybrid of both
- Automate post-visit review requests 24 hours after completed appointments
Note
Reviews & Feedback Management is available on all plan tiers. The Recovery Queue (private feedback follow-up) requires a PRO subscription. Only venue owners can access the Reviews page — team members cannot view or manage reviews.
Finding Reviews
On Web
Go to Reviews in the sidebar.
On Mobile
Tap Reviews from the navigation menu.
Note
If you are not the venue owner, you will see an "Access Restricted" message: "Only the venue owner can view reviews." Only owners can access the Reviews page on both web and mobile.
The Reviews Dashboard
The Reviews page has three main sections: stats, a unified inbox with filter tabs, and review routing settings.
Stats Overview
Four metric cards appear at the top of the page:
| Metric | What it measures |
|---|---|
| Total reviews | Total number of reviews across all time |
| Average rating | Average star rating (1 decimal place) |
| This month | Reviews received in the current calendar month |
| Response rate | Percentage of reviews with an owner response |
On mobile, a rating distribution chart also appears below the stats, showing horizontal bars for each star rating (5 down to 1) with counts.
Unified Inbox Tabs
Three tabs organise your feedback:
| Tab | What it shows | Tier |
|---|---|---|
| All feedback | Every review with full filter and sort controls | All tiers |
| Needs attention | Low-satisfaction feedback requiring follow-up (open + reviewed items) | PRO |
| Resolved | Feedback items you have closed | PRO |
The Needs attention tab shows a red dot indicator (web) or badge count (mobile) when items are waiting.
FREE users who tap Needs attention or Resolved see an upgrade prompt:
- Web: "Recovery Queue is a Pro feature" with an "Upgrade to Pro" button linking to billing settings.
- Mobile: "Recovery Queue — Available on the PRO plan" with a description: "Collect private satisfaction feedback after appointments, catch low ratings before they go public, and follow up to recover client relationships."
Browsing and Filtering Reviews
On the All feedback tab, four filter controls let you narrow the list:
| Filter | Options |
|---|---|
| Status | All statuses, Published, Hidden, Flagged |
| Staff | All staff, or a specific team member (only shown if you have staff) |
| Rating | All ratings, 5 stars, 4 stars, 3 stars, 2 stars, 1 star |
| Sort | Newest (default), Oldest, Highest, Lowest |
On mobile, tap the filter icon to open a filter sheet. A badge on the icon shows how many filters are active. Tap "Reset" to clear all filters back to defaults.
A "Clear filters" button appears on web when filters are active.
Reviews are paginated — web shows "Showing X–Y of Z reviews" with Previous/Next buttons (page size 10). Mobile uses infinite scroll (page size 20) with pull-to-refresh.
Empty States
- No reviews at all: "No reviews yet — Reviews will appear here once customers start sharing feedback. Use review settings to choose your strategy and control automated post-visit requests."
- No filter matches: "No reviews match your filters."
Reading a Review
Each review card shows:
- Star rating (1–5 filled stars)
- Author name (redacted to first name + last initial, e.g., "Sarah M.")
- Staff member (if assigned): "with [staff name]"
- Relative date: "Today", "Yesterday", "X days ago", "X weeks ago", or a formatted date
- Moderation badge: Published, Hidden, or Flagged
- Source badge: "OpenChair" for first-party reviews, or the import platform name (e.g., "Fresha", "Timely") for imported reviews
- Review text (if provided): Truncated with a "Read more" / "Show less" toggle
On mobile, tap a review to open a detail sheet with the full review text, moderation controls, and response form.
Responding to Reviews
Public responses are visible to future customers on your storefront. They show you engage with feedback.
Writing a Response
On web:
- Find the review in the All feedback tab.
- Click "Reply" beneath the review.
- Write your response in the text area (max 500 characters).
- Click "Send response".
On mobile:
- Tap a review to open the detail sheet.
- Tap "Reply".
- Write your response (max 500 characters).
- Tap "Save".
The helper text reads: "Keep it brief, acknowledge the feedback, and invite them back."
A character counter appears as you type. The counter turns red when fewer than 50 characters remain.
Editing a Response
- On the review with an existing response, click/tap "Edit" next to "Your response".
- Modify the text.
- Click "Save changes" (web) or "Save" (mobile).
Deleting a Response
- Click/tap "Delete" on the response.
- A confirmation appears: "Delete this response?" (web) or "Delete?" (mobile).
- Confirm with "Confirm" (web) or "Yes" (mobile) to remove the response permanently.
Moderating Reviews
The more menu (three dots icon) on each review card offers three moderation actions:
| Action | What it does |
|---|---|
| Publish | Makes the review visible on your public storefront |
| Hide | Removes the review from public view (still visible in your dashboard) |
| Flag | Marks the review for further investigation |
On mobile, these actions appear as buttons in the review detail sheet: "Publish", "Hide", and "Flag".
New reviews default to Published status. Only published reviews appear on your public storefront.
The Recovery Queue (PRO)
The Recovery Queue is the core of the satisfaction feedback system. When a customer leaves a low rating (3 stars or below) via the post-visit satisfaction pulse, their feedback enters the queue with a "Needs follow-up" state and you receive a push notification.
How the Satisfaction Pulse Works
- After a completed appointment, the customer receives an automated satisfaction request (if enabled).
- The customer taps a star rating (1–5).
- If the rating is 3 or below: the feedback enters the Recovery Queue as "Needs follow-up", and you receive a low-satisfaction alert notification.
- If the rating is 4 or above: the customer is offered the option to leave a public review.
- Optionally, the customer can add a private note (up to 1,000 characters) visible only to you.
Viewing the Queue
Go to the Needs attention tab to see all open items. Each queue item shows:
- Customer name
- Star rating
- Queue state badge: "Needs follow-up" (red), "Reviewed" (amber), or "Resolved" (green)
- Service name and staff member
- Private note (if provided) — shown in quotes, tap to expand
- Time: "Submitted X ago"
Following Up
Two actions are available on each queue item:
| Action | Button text | What it does |
|---|---|---|
| Mark as reviewed | "Mark as reviewed" (web) / "Mark reviewed" (mobile) | Indicates you have seen the feedback — moves to "Reviewed" state |
| Mark as resolved | "Mark as resolved" (web) / "Resolve" (mobile) | Closes the item — moves to "Resolved" state |
Both actions show a toast with an "Undo" button that reopens the item.
From each queue item you can also:
- View the booking — links to the booking detail on the calendar
- View the client profile — links to the customer record (if customer exists)
Queue States
| State | Meaning | Tab |
|---|---|---|
| Needs follow-up | Low rating, not yet addressed | Needs attention |
| Reviewed | Owner has acknowledged the feedback | Needs attention |
| Resolved | Issue closed | Resolved |
| Captured | Feedback submitted, neutral rating (not flagged for action) | — |
Empty States
- Needs attention (empty): "No responses need follow-up right now. New private low-satisfaction responses will appear here." (web) / "No items need attention right now. When a client leaves a low rating, it will appear here for follow-up." (mobile)
- Resolved (empty): "No resolved items yet. Items you resolve will be kept here for your records." (mobile)
Review Routing Settings
Configure how you collect customer reviews. Open settings by clicking "Settings" on the inbox toolbar (web) or viewing the strategy/follow-up info on the All reviews tab (mobile).
Review Collection Strategy
Three strategies control where customer reviews are directed:
| Strategy | Description | Tier |
|---|---|---|
| OpenChair Reviews | Collect reviews on your OpenChair booking page. You own the data and can display them on your storefront. | All tiers |
| Google Redirect | Send customers straight to Google for a public review. You will not collect first-party OpenChair reviews from those requests. | All tiers |
| Hybrid | Collect feedback on OpenChair first, then invite satisfied customers to also share on Google after they submit. | PRO only |
FREE venues see a warning: "Upgrade to unlock Feedback routing" — "FREE venues stay on the direct review-request flow. Upgrade to PRO to collect a private satisfaction pulse first, and intercept low ratings before they go public."
Setting Up Google Reviews
If you choose Google Redirect or Hybrid, you need to link your Google Business listing:
Option 1 — Search for your business:
- In the review routing settings, type your business name in the "Search by business name..." field.
- Select your business from the suggestions.
- Click "Confirm".
Option 2 — Paste a Google review link:
- Find your business on Google Maps.
- Tap Share and copy the link.
- Paste the link into the "Paste a Google review link" field (accepts URLs from google.com, goo.gl, or maps.app.goo.gl).
- Click "Save".
Once configured, you will see a green tick with "Google review link configured" and a "Test your review link" button to verify the link opens correctly.
Automated Post-Visit Follow-up
A toggle labelled "Automated follow-up" controls whether customers automatically receive a review request 24 hours after each completed appointment.
- On: Review requests are sent automatically.
- Off: No automatic requests — you rely on manual outreach or your storefront link.
The helper text reads: "Automatically send a post-visit review request 24 hours after each completed appointment."
Feedback on Booking and Customer Pages
Review feedback appears in context across the app:
- Booking detail page: A "Latest feedback" card shows the customer's rating, queue state, and private note for that booking. A link reads "View in Recovery" and navigates to the recovery queue.
- Customer profile page: A "Satisfaction history" card shows the customer's most recent feedback, with an "N open" warning badge if unresolved items exist.
Web vs Mobile Differences
| Feature | Web | Mobile |
|---|---|---|
| Stats layout | 4 metric cards in a row | 2×2 grid + rating distribution bars |
| Filter controls | Inline dropdowns on the toolbar | Filter sheet (bottom sheet modal) with haptic feedback |
| Review detail | Inline expansion on the card | Full detail sheet (slide-up modal) |
| Moderation actions | Three-dot more menu | Buttons in the detail sheet |
| Response editing | Inline form below the review | Form in the detail sheet |
| Pagination | Previous/Next page buttons (10 per page) | Infinite scroll (20 per page) with pull-to-refresh |
| Settings access | "Settings" button → side sheet / drawer | Strategy and follow-up displayed on All reviews tab |
| PRO upgrade prompt | "Upgrade to Pro" button linking to billing | "Available on the PRO plan" (no billing link, per App Store compliance) |
Troubleshooting
| Issue | Solution |
|---|---|
| "Access Restricted — Only the venue owner can view reviews" | Only the venue owner can access the Reviews page. If you are a team member, ask the venue owner to share feedback with you directly. |
| No reviews showing but customers have visited | Reviews only appear after a customer submits one. Check that Automated follow-up is turned on in review settings to send post-visit requests automatically. |
| "Needs attention" tab shows a lock icon | The Recovery Queue requires a PRO subscription. On web, click "Upgrade to Pro" to go to billing. On mobile, visit openchair.com to manage your subscription. |
| Recovery queue is empty but I expected items | Only ratings of 3 stars or below trigger queue items. If customers rated 4 or 5, their feedback goes to the public review flow instead. |
| Google review link rejected | The URL must be from google.com, goo.gl, or maps.app.goo.gl. Go to Google Maps, find your business, tap Share, and paste that link. |
| Owner response not appearing on storefront | Responses appear on published reviews only. Check that the review's moderation status is Published (not Hidden or Flagged). |
| "Couldn't load reviews" error | A temporary loading error. Tap "Retry" (web) or pull down to refresh (mobile). If the issue persists, check your internet connection. |
Related Articles
Last updated: March 2026