Ratings and feedback

After a visit, Nola asks the customer to rate it from 1 to 5 stars and leave an optional comment. The Ratings page shows how you are doing overall and per court, coach, staff member and service.

#How ratings are collected

1. A booking ends. If it is still marked confirmed, Nola marks it completed.
2. After a short delay (30 minutes by default), the customer gets a rating request: a notification in their account, plus email and SMS according to their contact preferences.
3. The customer opens their account, finds Rate this booking, picks a star rating, adds an Optional comment and clicks Submit rating.

Each booking can be rated once, and only after it is completed. Cancelled and no-show bookings are never rated.

#Change or turn off the request

1. Open Settings → Notifications.
2. Find Post-visit rating request.
3. Untick Send rating requests automatically to stop the requests, or change Minutes after the booking ends to send them sooner or later (up to 10080 minutes, which is 7 days).

Switching the request off takes effect straight away. A new delay applies to bookings made after you change it. You can edit the wording of the request email and SMS in the same place, under the Post-visit rating request template.

#Read the ratings page

Open Reports → Ratings in the sidebar. Pick a period at the top: 30 days, 90 days, 365 days or All time.

The average rating and the number of ratings also appear as Avg rating on Reports → Overview.

#Act on what you see

• A low average for one resource or coach points to a specific problem, such as a court in poor condition or a lesson that runs late. Compare it with the other rows before drawing conclusions from a handful of ratings.
• A low response rate usually means many customers have no email or SMS contact on file, or the request is switched off.
• Reply to unhappy customers directly from Clients or your conversations.

#Related

• Analytics and reports
• Notifications and SMS
• Conversations and messages
• Clients