Customers & CRM

Setting Up Review Branching for Google and Private Feedback

Configure review branching in Local Business Pro to route happy customers to Google and address concerns privately. Protect your reputation.

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Quick Answer: Configure branching logic to redirect high ratings (8-10) to Google Reviews while keeping low ratings (1-4) on a private feedback form, protecting your public reputation.

Why Use Branching

Branching logic ensures happy customers boost your public reputation on Google, while unhappy customers give you private feedback you can address directly before it becomes a public complaint.

Setting Up Branching

  1. Navigate to Account > Reviews
  2. Click Configure on the Review Experience Builder
  3. Find the branching logic settings
  4. Set high ratings (8-10) to redirect to Google Reviews
  5. Set medium ratings (5-7) to ask for more feedback
  6. Set low ratings (1-4) to redirect to a private feedback form
  7. Save your configuration

Recommended Branching Setup

  • Ratings 8-10: Redirect to Google (or Yelp, Facebook)
  • Ratings 5-7: Ask follow-up question, then redirect to Google or keep private
  • Ratings 1-4: Private feedback form + notification to you

Frequently Asked Questions

Q: Is it ethical to only send happy customers to Google?
A: Yes, you're not preventing unhappy customers from leaving public reviews - they can still do so independently. You're simply making it easier for happy customers while giving yourself a chance to address concerns privately first.

Q: What happens when someone gives a low rating?
A: You receive a notification so you can follow up personally to address their concerns.