We’ve optimized the user experience for our review request process by improving our templates in each Request Mode. Focused on the consumer mobile experience, we’ve fine-tuned spacing, sizing, content, and added auto-scrolling all aimed at generating more online reviews for your business.
The goal of this update to our review request templates is to increase engagement with an action-first approach that drives more customers to provide a Net Promoter Score®, 1st-party reviews, survey responses, and 3rd-party online reviews for your business.
Review Requests Focused on Brand and Action
We’ve paid careful attention to the user interface of our review request emails and landing pages and optimized templates to focus on brand and action. It’s important to have a great looking and great performing review request process.
We’ve fine-tuned spacing, increased button sizes, and added auto-scroll so customers won’t miss a call-to-action. This update focused on visually engaging CTA’s that are above the fold and in the first load of the screen.
These updates impact all of the ways we allow you to gather reviews including SMS, TextBack, our Feedback URL and more.
Simplified layouts display your logo front and center for effective branding and recognition. Customers can easily identify your brand and connect to their recent experience so that they can provide top-of-mind feedback.
Vertical spacing has been reduced to ensure valuable CTA’s such as send feedback, Net Promoter Score, and “write a review” appear above the fold and within the available screen height of most devices.
Auto-scrolling has been added to the mobile experience to jump your customer to the next step or question after an action has been taken. This simple assist enhances the mobile experience for survey questions and encourages survey completion. GatherUp saw mobile engagement for review requests increase from 29% in 2018 to over 35% of consumers in 2019.
Updated Default Content
The default content for emails and landing page templates in all Request Modes has been updated. We’ve shortened the content length to create space for CTA’s, directly guide customers, and put the focus on action (taps and clicks) so that it’s easy to complete the review process quickly.
The context and goals of each template are the same, but we have condensed the content to be action-focused … so fewer words with the same meaning.
If you are not using GatherUp, sign-up today to start capturing customer experience data and online reviews with these newly optimized templates.
If you are an existing customer, the templates in your request modes have been updated. Templates with customized content remain the same. To view new default content:
- Create a new location and send yourself a test request
- View the user guide: Optimized Templates and Default Content
To update your account to the new default content, contact our support team at firstname.lastname@example.org.