Sending Surveys
Turning happy customers into public reviews
Reputation routing: sending good ratings to Google or Facebook and bad ones to a private recovery message.
Last updated September 2, 2026
This is the most valuable thing in the module. Switch on Enable reputation routing and what a respondent sees after submitting depends on how they rated you.
How to set it up
- Add a Star rating or Net Promoter Score question — you need one before routing can be switched on.
- Choose it under Rating question that drives routing.
- Set the Positive threshold — the score at or above which somebody counts as happy.
- Write the Happy heading and Happy message, and set where they go.
- Write the Unhappy heading and Unhappy / recovery message.
Where happy customers are sent
Leave Use the tribe Google / Facebook review URL switched on and each respondent is sent to their own tribe's review page — the tribe's Google URL first, then its Facebook link, falling back to the Public review URL you typed. That is what you want in a network: a review on the tribe they actually visited.
Choosing the threshold
| Question | Sensible threshold | Why |
|---|---|---|
| Star rating out of 5 | 4 | Four and five stars are the reviews worth having in public. |
| Net Promoter Score | 9 | Nine and ten are promoters. Sevens and eights are lukewarm. |
Set it too low and you invite mediocre customers to review you publicly. The threshold cannot be set to zero, so a Net Promoter Score of zero always counts as unhappy.
What unhappy customers see
Your recovery message, and no redirect anywhere. Write it as a genuine invitation to tell you more, with a name and a way to make contact — this is the moment you get to fix something before it becomes a public review.
If routing stops working
The most common cause is that the rating question was deleted and re-added while editing the survey, which breaks the link to it. Reopen the survey and re-select the question under Rating question that drives routing.