Customer Feedback Overview

The Customer Feedback feature is an amazing tool for responding to and managing patient feedback across your locations.

Use it to keep an eye on what is being said about your clinics, providing insight into how you can better serve your patients. For example, if a branch with consistently positive ratings emerges, you can investigate what they’re doing right, and use this to derive best practice measures to implement at locations.

Getting to Location Directories

Note: Skip to Step 3 if you only manage a single clinic location.

1. Go to Locations from the left side menu.
2. Click the location name for the Directories you want to see.
3. Navigate to the Customer Feedback tab.
4. In Customer Feedback, all ratings, feedback, and photo uploads from your locations are collected and listed. Customers are increasingly leaving ratings on many directories, including Google and Facebook. WebPT Local makes it easy to review them at a glance.

Note: In order for Google and Facebook reviews to populate in WebPT Local, you must connect your Google My Business account and your Facebook page.

Feedback List

Your customer feedback displays in the left-hand column, with the latest reviews being displayed first (chronological).

The right-side panel allows you to respond to reviews. Some directories will take you to their website to respond to a review.

1. Click on the review you want to respond to.
2. Write your answer in the text box. You can also preview the original message directly in the directory by clicking on Show original.
3. After you have written your answer, click Send. Your reaction will appear in the respective directory.

Note: On Google, “owner’s reply” appears, on Facebook, the name of the company’s website is given as sender.

Physical therapy offices should respond as frequently as possible. Google monitors your feedback activity to determine whether or not you're taking action. Actively taking part in responding to feedback benefits your online presence, pushing you higher in search rankings.

Filters

Use filters to narrow down your search results. You can filter by the directory (i.e. Google), date range, the rating score, unread feedback, and feedback which hasn’t been replied to yet.

Click the Show filters link to see a drop-down menu with additional filters you can use.

You are able to save a filter selection as a template so that you can return to any time using the Show saved filters link. After making your filter selections, click the Save button.

You will be prompted to provide a filter name, then click Save.

Clicking Show saved filters will open a list of previously saved reports When you click a filter name from this list, the filter selections will automatically be applied. You can turn on email notifications as new reviews enter your custom reports.

Feedback and their accompanying data can be exported to Excel, allowing you analyze feedback trends for each location. To download an Excel file of your feedback data, click the Export button.

Proactive Review and Reputation Management

Want to learn more about the benefits of responding to your patient's reviews? Check out the article, How to Win more Customers with Proactive Review and Reputation Management.