NPS Submission Settings
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J
Justin Celenza
If possible, it would be great to have the option to customize which rating triggers the redirect to the Google Business page. Right now, the only option is to select “Yes” for a redirect after a submission of 7 or higher.
Additionally, to help avoid negative experiences on the Google Business page, we’d like to see lower ratings handled differently. If someone selects a lower-tier number, it would be ideal to remove the option to choose between “Share Feedback” or “Review on Google” and instead direct them only to the feedback section. This would help the company address any concerns internally.
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Rylan Morris - Vendasta
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Hey Justin, completely understand the instinct here. Being able to route lower ratings to an internal feedback channel before they hit Google is a natural ask for reputation management.
Current Focus: Right now, our primary focus in the Reviews space is on AI-powered review response and reputation intelligence capabilities. The team is working on improving the AI Reputation Specialist review response workflow, which will soon include an approval step!
That said, there's an important constraint worth flagging on the second part of this request: Google explicitly prohibits review gating, which is the practice of filtering customers by sentiment before directing them to leave a Google review. Their policy states that businesses cannot discourage or suppress negative reviews, or selectively solicit only positive ones. Removing the "Review on Google" option for lower-rated respondents would fall into this category and could put your clients' Google Business Profiles at risk, including potential review removal or profile suspension. You can read more about Google's policy here: https://support.google.com/contributionpolicy/answer/7400114?hl=en
The threshold customization piece (adjusting the redirect trigger above/below 7) is a more feasible angle, and I've noted it for future planning.
Thanks for the detailed feedback, Justin!