I have been assisting Trista on a project for ImageWorks Painting with a goal of collecting more customer reviews for Google and Angi (formerly Angie’s List). This is similar to other review request emails we have done in the past, but this is a bit more in depth and further automates the process. We are currently awaiting final approval, so we don’t yet have results. However, if successful, it’d be smart to do this with more clients.

Background

The client had an existing customer survey. However, this survey was quite long and some of the questions were repetitive. The client was also using Zoho to administer the survey and collect the responses. We put together a plan that combined the existing survey with the proven review request email previously used with other clients.

Process

We wanted to take advantage of HubSpot’s workflow capabilities. Instead of leaving the survey in Zoho and having to work between the two systems, we decided to recreate the survey in HubSpot. To increase customer participation, we trimmed the survey down to 5 questions, only 3 of which were required. The required questions are multiple choice selections, while the non-required questions are text boxes for anyone who wants to offer more information.

To ensure we only asked happy customers for reviews, we created an active list of customers who rated ImageWorks as Excellent / Very Good and indicated they would recommend them to friends and family. Anyone added to the list would be enrolled in a workflow that sent them the review request email. Anyone who does not click on the first email gets a second review request email. This process takes some of the guesswork out of determining who to ask for a review.

To see the above in action, check out the workflow in HubSpot, the form ImageWorks now uses to collect customer reviews, and the customer list in HubSpot for reaching out!