Appointment Reviews
Understand the post-appointment review flow, capture internal feedback, collect star ratings, and route reviews to public platforms
Zavy 360's review system uses a smart routing approach: patients are first asked to rate their experience internally, and based on their rating, they are either directed to a public review platform or their feedback is captured privately for your team to address.
Post-Appointment Review Flow
Here is how the review process works from the patient's perspective:
Appointment completes — The practitioner or front desk marks the appointment as completed
Review request sent — After the configured delay, the patient receives an SMS or email with a review link
Patient clicks the link — Opens the branded review landing page
Patient rates their experience — Selects a star rating from 1 to 5
Patient leaves feedback — Optional written comments
Routing occurs — Based on the rating, the patient is directed accordingly
[Screenshot: Review flow diagram showing the path from appointment to review submission]
Star Rating System
The star rating is the first thing patients see on the review landing page:
Rating | Classification | What Happens |
5 stars | Excellent | Directed to Google/Facebook to leave a public review |
4 stars | Good | Directed to Google/Facebook (configurable threshold) |
3 stars | Average | Feedback captured internally only |
2 stars | Poor | Feedback captured internally with alert to practice |
1 star | Very Poor | Feedback captured internally with urgent alert |
The threshold for "positive" reviews (which get directed to public platforms) is configurable in your review settings. The default is 4 stars and above.
Tip: You can adjust the positive threshold in Settings > Reviews > Configuration > Positive Rating Threshold. Setting it to 5 stars only ensures only your most enthusiastic patients are directed to public platforms.
Written Feedback Collection
After selecting a star rating, patients can optionally provide written comments. The feedback form includes:
Comment field — Free-text area for the patient to describe their experience
Category tags — Optional quick-select tags like "Friendly staff", "Short wait time", "Clean facilities", "Clear explanation"
Submit button — Submits the review and displays a thank-you message
All written feedback is stored in Zavy 360 regardless of whether the patient also leaves a public review.
Routing Positive Reviews to Google and Facebook
When a patient gives a positive rating:
Their internal feedback is saved in Zavy 360
A thank-you message appears with a prompt to share their experience publicly
The patient is shown buttons to leave a review on your connected platforms (Google, Facebook)
Clicking a button opens your review page on the selected platform in a new tab
This approach maximises your public reviews by directing only satisfied patients to public platforms, while still capturing all feedback internally.
[Screenshot: Positive review thank-you page with Google and Facebook review buttons]
Note: Patients are never forced to leave a public review. The prompt is a gentle suggestion, and patients can close the page without taking action on the external platform.
Internal Negative Feedback Handling
When a patient gives a rating below your positive threshold:
Their feedback is captured internally in Zavy 360
The patient sees a message acknowledging their feedback and thanking them
An alert is sent to the designated staff member or team
The feedback appears in the Reviews > Requires Attention tab
Following Up on Negative Feedback
When you receive negative feedback:
Open the review from the Requires Attention tab
Read the patient's comments and rating
Click Add Internal Note to record your follow-up actions
Contact the patient to address their concerns
Mark the review as Resolved once the issue has been addressed
Tip: Responding promptly to negative feedback can turn an unhappy patient into a loyal one. Many patients who leave negative feedback simply want to be heard. A phone call within 24 hours is often the most effective response.
Viewing All Reviews
All collected reviews are accessible from Reviews in the left sidebar:
All Reviews — Complete list with filtering by rating, date, practitioner, and status
Positive — Reviews at or above the positive threshold
Requires Attention — Reviews below the threshold that need follow-up
Resolved — Negative reviews that have been addressed
Each review entry shows the patient name, rating, written comments, practitioner, appointment date, and current status.
Related Articles