hexylAsk for honest reviews and give feedback a clear owner
Trigger a consistent request after a real customer experience, prevent duplicates and prepare careful public replies.
In this guide
Choose a fair request rule
Decide which completed experience triggers the invitation and how soon it should arrive. Base eligibility on an actual visit or completed job, not a predicted satisfaction score. Keep a record of invitations so a delayed update cannot send the same request again.
- Agree the correct review destination for each location.
- Prepare neutral wording that asks for an honest account of the experience.
- Set contact preferences, a sensible request frequency and the person who handles replies.
Keep public reviews open to honest feedback
For Google reviews, do not offer rewards for posting, changing or removing a review. Do not route only happy customers to the public review page or discourage negative feedback. Google permits requests for genuine experiences when the business does not try to influence the rating or content.
Check the reply before publication
Acknowledge feedback without revealing booking, payment or private customer details. In a clinic, avoid confirming a person’s patient status in a public response. Move individual concerns to the agreed private support route. Draft assistance does not remove the need for a named person to approve sensitive replies.
- Test a cancelled appointment, a duplicate completion event and a customer who has opted out.
- Check that positive and negative feedback receive the same review opportunity.
- Try a complaint containing private information and review the proposed public response.
Measure the process as well as the rating
Track eligible completed experiences, requests sent, delivery failures, feedback received and response time. Review recurring service problems with the team and record the corrective action. Do not claim every new review came from Hexyl where attribution is unavailable, or treat an increase in rating as proven additional revenue.
Start with the scope you need
Start with Trust, a reliable completed-service event and a review destination. Add the messaging or system connections that your existing tools cannot already supply.
- Hexyl Trust — Customer reviews & feedback
Optional additions
- Hexyl Connect — Calls, messages & web chat
- Hexyl Flow — Software connections & automation
- Hexyl Book — Bookings & appointment reminders
Your proposal confirms inclusions, product tiers, supported actions and setup costs. Related products are not automatically added to a package.
Explore Hexyl TrustContinue with a related guide
Describe the everyday task first, then confirm system access, supported actions and how your team handles exceptions before launch.
Hexyl Portal · customer self-serviceGive customers a useful portal alongside your existing softwareChoose the information and actions customers need, agree smart sign-in and test what each person can see and change.
Hexyl Mind · approved business knowledgeGive Hexyl one approved set of business answersOrganise services, prices and policies so answers can be checked, updated and withheld when the source is missing or unsuitable.