Reading Customer Ratings, Replying and Disputing

Availability: all plans

After you finish work for a customer, the customer can rate it. The ratings page collects everything customers say about your service in one place: your overall score, each individual rating, a reply box for each one, and a way to open a dispute if a rating should not count. This guide explains how to read the page, reply once to each rating, and dispute a rating that does not belong to your work.

Before you start

Customers can only rate completed work that you recorded at their Property. Ratings do not appear until a customer submits one.
The Feedback item in the Reports section of the menu opens the page. The menu item is shown to users who can view reports. The page title is Customer ratings.
Replying and disputing are available to provider users. You do not need a separate plan feature for them.

Steps

Read your ratings

Open Reports in the menu and select Feedback.
At the top, a summary card shows your average score (or "No ratings" if you have none yet), a confidence note, and how many ratings are included in the score.
Each rating below it shows its score as "out of 5", a status line such as Included or Under review with a reason, and the customer's review text if they wrote one.
Use Show and Apply to choose 25, 50 or 100 ratings per page. Use Previous and Next to move between pages.

Reply to a rating

Find the rating and type your answer in Your reply. You can write up to 2,000 characters.
Select Send reply.
Your reply then appears under the rating as Your reply, marked Awaiting review. Replies are reviewed by ServiceVisit before they are published, and the label changes to Reviewed once that has happened.

Each rating takes one reply. After you have replied, the reply box is replaced by your saved reply.

Dispute a rating

Dispute a rating only when it should not count toward your score, for example because it was left for the wrong customer.

Reply to the rating first. The dispute option appears only after you have replied.
Select Dispute this rating under your reply.
Choose a Reason: Wrong customer, Wrong service event, Conflict of interest, Coercion or fraud, or Insufficient evidence.
Describe what you can show in Supporting evidence. Both fields are required, and evidence is limited to 2,000 characters.
Select Open dispute.

The rating then shows Under review. While a dispute is open, the rating stays out of your score calculation. The customer is invited to clarify, and ServiceVisit reviews the evidence before deciding whether the rating is included or excluded.

Tips

Keep replies factual and polite. A reply is shown with the rating, so write it for the next customer who reads it.
Leave contact details, addresses and customer names out of your reply and your dispute. Text is checked for personal details before publication.
Choose the dispute reason that matches what you can prove, and put the proof in the evidence box, because a vague entry gives the reviewer little to act on.
A rating that is Under review cannot be disputed a second time.

If something goes wrong

If a message says the reply was not saved, a reply may already exist for that rating. Each rating accepts one reply only.
If a message says the dispute was not saved, check that you replied first and filled in both a reason and supporting evidence. A rating that is already under review cannot be disputed again.
If you see "Ratings could not be loaded.", reload the page. If it keeps happening, contact support.
If you cannot see Feedback in the menu, ask the person who manages users on your account to check that you can view reports.

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