Knowledge BaseCustomer ratings
Customers rate your venue and your coaches and instructors from one to five stars in the Thril app and on the web, and the score shows on your venue page.
Customer ratings let the people who have visited your venue give it one to five stars and a comment. The average and the comments show on your venue page in the Thril app and on the web, where someone choosing between two padel halls or two yoga studios looks first. You read every rating, with the comment and who gave it, under Ratings.
For reviews on your Google Business Profile, see Reviews.
What ratings do for your venue
An average on your venue page. Turn on ratings and ask your regulars to rate you. New customers see ratings from people who have actually been there.
Feedback on each coach. Turn on employee ratings, and customers rate the instructor after a class or a coaching session that instructor ran. A pilates studio sees which instructor's classes people love, and each instructor's profile shows their own average.
Early warning from comments. Read the low ratings each week. A comment about a broken shower or a cold hall reaches you before the customer quietly stops coming.
A thank-you for rating. The Thank customers for rating workflow template gives credits and sends a thank-you the first time a customer rates the venue, whatever the stars.
Reward the act of rating, never the score. A reward for good ratings makes your average worthless to the people reading it.
Turning ratings on
Turn ratings on in your venue's Venue details settings, under Customer ratings:
- Let customers rate this venue opens ratings for the venue.
- Let customers rate individual employees adds a rating for each employee, from the classes and coaching sessions they ran. Without it, the venue collects feedback on the place only, not on named staff.
Turning ratings off hides them from customers. You can still read the ones you collected.
Who can rate
Customers rate after their booking has happened: a reservation they played, a class or event they were on, a service booking they had. Every score comes from someone who came.
Customers rate on your venue page. After an ordinary resource booking, Thril also sends the customer a push notification that asks them to rate the venue, once per venue.
Each customer has one rating per venue and per employee. After some time, and after another visit, they can give a new rating that replaces the old one.
Your average on the venue page
Your venue page shows the average, how many ratings it rests on, how they spread over the stars, and the comments with each customer's first name. An employee's profile shows their rating the same way.
The average shows once enough people have rated. The Ratings page tells you how many more it takes.
Reading and reporting ratings
Ratings shows every rating with its comment and who gave it. Open the customer to see their bookings next to what they wrote, and reach out by chat to answer them.
If a rating looks wrong to you, report it to Thril and say what is wrong with it. The rating keeps counting while Thril looks at it, and a rating Thril removes disappears from the list.
Reading survey answers
Survey results show the scores and answers per question, filtered by course group, coach, venue, channel and date. Each event, course group and customer shows the feedback about them.
Campaign tracking
Campaign tracking shows which ads, emails, social posts and other websites brought your venue purchases, sign-ups and new customers in Thril, and exports them as a CSV file.