What happens after they rate

Once your customer has rated you, they see a thank-you, an invitation to review you on Google, and sometimes a card asking about someone else.

The thank-you page

On the rating page the stars are replaced by a thank-you. By default it says "Thanks for your feedback!" and that your business appreciates the time. You can change this wording under Customise your rating page.

The Google review invite

If you have connected your Google business page, the thank-you page shows a button. By default it reads "Leave us a Google review". It opens your Google page.

Every customer who rates you gets this button, whatever score they gave. RateMate does not hide it from unhappy customers or show it only to happy ones. Without a connected Google page there is no button.

A customer who rated in WhatsApp gets the same invite as a link in the chat.

Adding a comment in WhatsApp

After a button tap, RateMate replies in the chat with a thank-you and the score. It then says they can add a comment by replying to that message. For 24 hours after the rating, their next plain text message is saved as the comment on that rating, up to 2,000 characters. After that, or for a button tap or a shared contact, nothing is attached.

You see the comment with the rating under Read your feedback.

"Know someone else who does great work?"

Below the review button, customers who gave 4 or 5 stars may see a card with this heading. It is separate from your reviews.

The card shows only for a real rating from a real customer. It does not show for your own setup test, and it does not appear in the WhatsApp chat.

It asks for:

• What do they do? A trade, picked from a list.
• Their name or business
• Town or suburb

Under the fields, a note says RateMate will let that person know about RateMate, and that the customer's name is not shared unless they tick the box. The tick reads "You can tell them I recommended them." They finish with Send, or skip with No thanks. One recommendation is allowed per rating.

These go to RateMate, not to you. You never see what your customers submit, and nothing about it shows on your dashboard. RateMate keeps them for 24 months. If you delete the customer's data, what they submitted goes too: see Handle a customer's data request.

Good to know

• Opening the rating link after rating always shows the thank-you, never the stars.
• A customer who opted out can still rate. RateMate sends them no follow-up messages.