Customer Review Form

The Customer Review Form allows you to collect customer ratings after a completed move, capture private feedback, redirect satisfied customers to Google Reviews, and monitor all submitted reviews inside MoverMate.
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This feature helps you improve customer service, identify recurring issues, and build your online reputation through a simple review process.

Go to:

Settings → Review Form
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From this page, you can manage the following sections.

Add a Default Google Review URL and separate review URLs for individual branches.

The default URL is used when a branch-specific review link is not available. When a job is connected to a branch that has its own Google Review URL, the customer will be redirected to that branch’s review page.
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To update the links:

Make sure each link opens the correct Google Business Profile before sending the review form to customers.

The redirect threshold determines which ratings are treated as positive.

For example, when the threshold is set to 4–5 Stars:

To change the threshold, click Edit, select the required rating range, and save the changes.

You can customise the wording displayed under each star rating.
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For example:

1 Star – Poor
​2 Stars – Fair
​3 Stars – Good
​4 Stars – Great
​5 Stars – Excellent
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These labels help customers understand what each rating represents.

When a customer selects a rating below the redirect threshold, they can choose a reason for their experience.
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Examples include:

Customers can also enter additional comments to explain what happened.
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To update the available reasons, click Edit, add or remove the required options, and save the changes.
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Review Page Content

You can customise the text displayed on the customer-facing review form, including:

For example:

Heading: How was your move with us?
​Subtitle: We’d love to hear about your experience.
​Private feedback message: We’re sorry your experience wasn’t perfect. Your feedback helps us improve.
​Thank-you message: Thank you for taking the time to leave your feedback.

Use Preview Review Form to check how the form will appear before sending it to customers.

Add the following merge tag to an email or SMS template:

MoverMate automatically replaces this merge tag with the unique review link for the relevant job. The review request can be sent manually or through an automation. A common setup is to send the review request when the job status changes to Completed or Paid.

When the customer opens the review link, they are asked to select a rating from one to five stars.

When the selected rating meets the configured threshold:

When the selected rating is below the threshold:

The feedback is stored privately in MoverMate and is not redirected to Google Reviews.

Submitted reviews are recorded in the relevant job’s Activity Logs.

The review activity can show:

This allows your team to review the feedback alongside other job activity, including emails, notes, crew assignments, and status updates.

Go to:

Reports → Operations Reports → Customer Review Report
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The report provides a summary of all submitted reviews, including:

The detailed table can also include:

Use Filter to narrow the results by the required criteria, or select Export to download the review data for reporting and analysis.

Note:
To manage Customer Review notifications, click the Notifications bell icon in the top-right corner of MoverMate, then select the Settings icon. Use the Customer Reviews toggle to enable or disable these notifications for your user account.

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