Collect customer reviews

What it is

"Collect customer reviews" is Routella's built-in way to ask people how their delivery went. A short while after a stop is marked as delivered, Routella can send the customer a friendly message (on WhatsApp, text message, or email) with a link. The customer taps that link, picks 1 to 5 stars, and can leave a short comment. If they give you a high score (4 or 5 stars) and you've added your Google review link, Routella also gently invites them to leave a public Google review. Every rating lands on one tidy "Customer reviews" page in your dashboard, with your average score and a breakdown by star count.

Why it matters

Happy customers usually forget to say so unless you ask. This feature asks for you, automatically, at the perfect moment, right after the delivery, so you steadily build up real feedback without lifting a finger. Good scores tell you which drivers and routes are working well. Low scores give you an early warning so you can fix a problem before it turns into a complaint or a lost customer. And because high ratings can flow straight to Google, you turn your everyday deliveries into public reviews that help new customers find and trust you.

Step by step

1. 1
   Open the Customer Messaging area

   From your dashboard, go to the area where Routella manages the messages you send customers (the Customer Messaging panel). This is the one place where all your automatic customer messages are switched on or off and edited.
2. 2
   Turn on the "Feedback request" message

   Find the card called "Feedback request." This is the message that asks the customer for a rating after delivery. Switch it on. While it's off, no review requests go out, so this is the master on/off button for the whole feature.
3. 3
   Choose how long to wait after delivery

   On that same Feedback request card, set the delay (in minutes) for how long Routella waits after a stop is marked delivered before sending the request. The default is around 20 to 30 minutes, which gives the customer time to receive and unpack the order. Pick whatever feels natural for your business.
4. 4
   Check or edit the message wording

   Look at the message text on the card. It already includes a special tag, {feedbackUrl}, which is the rating link the customer taps, so keep that tag in the message. You can also use {name} for the customer's first name and {businessName} for your store name. Reword the rest to sound like you, but don't delete the {feedbackUrl} tag or the customer will have no link to tap.
5. 5
   (Optional) Add your Google review link

   Go to Settings and find the "Google Reviews Link" field. Paste the link customers use to leave you a Google review (it looks like https://g.page/r/.../review). Once this is set, anyone who gives you 4 or 5 stars is offered a button to also post a Google review. Leave it blank if you don't want this.
6. 6
   Let a delivery finish and the request go out

   Do a real delivery and have your driver mark the stop as delivered. After your chosen delay, Routella sends the customer the message with the rating link. You don't need to do anything by hand, it happens on its own. There's also a daily safety check that catches any requests that didn't go out, so customers won't be missed.
7. 7
   Read your reviews on the Customer reviews page

   Open the "Customer reviews" page in your dashboard. At the top you'll see your average rating, how many requests were sent, how many are still waiting, and how many were 4 to 5 stars, plus a bar chart of the star spread. Below that is the list of every review with the customer's name, stars, and comment.
8. 8
   Filter and tidy up

   Use the dropdown filters to view only "Sent," "Pending" (waiting for the customer to reply), or "Published" reviews, and to view reviews for one driver at a time. To remove a review you don't want to keep, use the small trash icon next to it and confirm. Note: you can read and delete reviews here, but you can't change a customer's rating or comment.

Tips

• Keep the {feedbackUrl} tag in your message. It's the actual rating link. Without it, customers get a message but nothing to tap.
• A "Pending" review just means the request went out and the customer hasn't rated yet, it's normal. It only becomes a real score once they tap the link and pick stars.
• Set your Google review link before you rely on it. The "rate us on Google" button only appears for 4 and 5 star ratings, and only if that link is filled in under Settings.
• Don't set the delay too long. If you wait hours, the delivery is less fresh in the customer's mind and you'll get fewer replies. A short wait of about 20 to 30 minutes usually works best.

Common questions

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