Managing Client Reviews with Spotlight

Key Features

1. Accessing Spotlight

• Log into your smart system console.

• The Spotlight tile displays:

  • Average overall rating as Net Promoter Score (NPS).

  • Number of reviews requiring attention.

• Click the tile to view detailed information for each site.

2. Rating Indicators

• Color-Coded Tiles:

  • Green: High ratings.

  • Orange: Satisfactory ratings.

  • Red: Needs improvement.

• Tiles summarize reviews and ratings per site.

Client Feedback Analysis

1. Review Scores

• Clients rate several aspects of their experience out of 10 stars.

• The Ultimate Question assesses whether clients would recommend the business.

2. Client Types

• Detractors (6 or lower) – Unhappy clients.

• Passives (7–8) – Neutral clients.

• Promoters (9–10) – Satisfied clients likely to promote your business.

3. Net Promoter Score (NPS)

• Calculation: Promoter percentage minus detractor percentage.

• Graphs:

  • Monthly percentages of promoters, passives, and detractors.

  • NPS comparisons across time and industry benchmarks.

• Performance Indicators:

  • Thumbs Down: Below 50.

  • Sideways Thumb: 50–75.

  • Thumbs Up: Above 75.

Spotlight Trends

• Trend Lines:

  • Yellow Line: Actual ratings.

  • Red Line: General rating trends.

• Adjustable timeframes and site-specific views.

Settings and Notifications

1. Setup Options

• Activate Spotlight in the Settings menu.

• Configure contact frequency and notification preferences:

  • Daily review summaries.

  • Detractor notifications.

  • Client contact requests.

• Enter multiple email addresses for alerts.

2. Review Notifications

• Choose email or SMS for review requests.

• Save settings and return to the Spotlight main page.

Managing Reviews

1. Viewing Reviews

• Reviews requiring action appear first.

• Ratings convert to a 5-star scale.

• Details include:

  • Client name (if provided).

  • Visit date and comments.

2. Responding to Reviews

• Approve: Moves reviews out of the action folder.

• Flag: Saves reviews for later action.

• Share: Post reviews to Facebook or your website.

• Comments:

  • Public Comments: Visible to clients; sends notifications.

  • Private Comments: Visible only to the client.

  • Notes: Internal use only.

• Remove Reviews:

  • Limit of 3 removals per 6 months.

  • Reinstated reviews allow removal of new ones.

3. Exporting Data

• Download reviews into spreadsheets for analysis.

Contact Summaries

1. Tracking Client Engagement

• View delivery status of feedback requests.

• Filter by date and contact type.

• Identify failed requests and reasons for failure.

Actionable Insights

• Use Spotlight to monitor trends and improve client experiences.

• Focus on increasing promoters and reducing detractors to boost NPS.

• Engage actively with feedback through comments and responses.

• Leverage reporting tools to analyze trends and refine strategies.