1. Overview

The Non-Reviewers list in your Cresona Solutions dashboard helps you identify customers who received a review request but did not leave a review. By following up with these customers in a thoughtful and professional way, you can improve your chances of collecting valuable reviews and strengthening your online reputation.

2. How to Find the Non-Reviewers List

Follow these steps to access the list of customers who haven’t left a review:

1. Log into Your Account:
   • Open your Cresona Solutions dashboard.
2. Navigate to the Review Dashboard:
   • On the main dashboard screen, you’ll see key metrics related to your review requests.
3. Find the Non-Reviewers Metric:
   • Look for the metric labeled Non-Reviewers.
   • This number represents customers who:
     • Received a review request.
     • Did not submit a review.
4. Access the List:
   • Click on the Non-Reviewers number to open a detailed list of these customers.
   • You will see their names, contact details (if available), and relevant information.

3. Best Practices for Following Up with Non-Reviewers

To encourage customers to leave a review, follow these best practices for follow-up:

1. Send a Friendly and Personalized Message

• Keep your tone professional, polite, and non-pushy.
• Example message:
• “Hi [Customer Name], we hope you enjoyed your recent experience with us! Your feedback is incredibly valuable to us and helps others discover our services. If you have a moment, we’d greatly appreciate your review: [Insert Review Link Here].”

2. Be Timely

• Follow up within a week of the initial review request.
• Customers are more likely to leave a review when their experience is still fresh in their minds.

3. Avoid Over-Messaging

• Send no more than one or two follow-up messages. Over-communication can be seen as intrusive.

4. Focus on Providing Value

• Reinforce the importance of their opinion by explaining how their feedback helps improve your services or benefits other customers.

5. Address Any Concerns

• If a customer didn’t leave a review, they may have had concerns. Use this opportunity to open a dialogue:
• “We’re always looking to improve. If you had any issues or concerns, please let us know—we’re here to help!”

4. Using the Feedback for Growth

While following up with non-reviewers, you may gain additional insights:

1. Why Didn’t They Leave a Review?
   • Use the feedback to improve your customer experience.
2. Missed Opportunities:
   • Sometimes, customers forget to leave reviews. A polite reminder can turn a missed opportunity into a positive one.
3. Spot Patterns:
   • If you notice consistent themes (e.g., slow response times), address those issues proactively.

5. FAQs

Q1: Where do I find the review link to include in my follow-up messages?

• The review link is already included in the automated messages sent to your customers. If you need to manually share the link, please contact our support team for assistance.

Q2: How many times should I follow up with customers?

• It’s best to follow up once or twice after the initial request. Avoid excessive messaging to maintain a positive experience.

Q3: Can I customize my follow-up messages?

• Yes! Personalizing your message with the customer’s name and specific details about their service can improve response rates.

Q4: How do I know if a customer opted out of messages?

• Customers who reply with "STOP" or similar opt-out keywords are automatically marked and removed from future messaging.

Q5: What if a customer leaves private feedback instead of a public review?

• If a customer provides private feedback, use it as an opportunity to address their concerns and improve their experience.