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 your Google review link. The customer taps that link and reviews you on Google, so those reviews appear on your Google profile, not inside Routella. The "Customer reviews" page in your dashboard lists only ratings given through Routella's own rating links, which the feedback request does not send.

Why it matters

Customers often forget to share feedback unless you ask. This feature asks automatically after delivery, so you steadily build 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 becomes a complaint or a lost customer. A neutral Google invitation helps you collect honest public feedback without filtering people by the score they gave first.

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 becomes your Google review link, 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
   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). This is the link the feedback request sends. Without it, the message goes out with no link to tap.
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 Google

   Reviews left through the feedback request are on your Google Business Profile. The "Customer reviews" page in your dashboard lists only ratings given through Routella's own rating links, so it stays empty for reviews left on Google.
8. 8
   Filter and tidy up

   Use the Review status filter to see only "Submitted" reviews (the customer answered) or "Waiting" ones (the request went out, no answer yet), and the Driver filter to see 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 becomes your Google review 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 turn the message on: it is the link the message sends. Do not ask only happy customers for a public review.
• 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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