The smart-routing system
At the core of RatingFlow is a sentiment detection engine that segments customers based on their rating before any feedback becomes public.Sentiment routing happens in real-time, creating a seamless experience for customers while protecting your brand reputation.
How sentiment routing works
When a customer responds to your review request, RatingFlow instantly evaluates their sentiment:High satisfaction (4-5 stars)
Customers who rate their experience as 4 or 5 stars are automatically identified as satisfied and redirected to public review platforms.Public platform redirect
Customer is instantly redirected to your chosen public platform (Google Maps, Facebook, Trustpilot, etc.).
Low satisfaction (1-3 stars)
Customers who rate their experience as 1, 2, or 3 stars are identified as dissatisfied and redirected to a private feedback channel.Private form redirect
Customer is redirected to an internal feedback form instead of a public review platform.
Private feedback submission
Customer explains their concerns in the private form, which goes directly to you.
Benefits of sentiment-based routing
By segmenting feedback based on satisfaction levels, you gain multiple advantages:Automated social proof growth
You don’t need to manually identify and encourage satisfied customers to leave reviews—the system does it automatically, ensuring a steady flow of positive public feedback.Brand protection
Negative experiences are captured and addressed privately before they can permanently damage your online reputation.Local SEO optimization
Higher volumes of positive reviews correlate directly to better rankings in Google’s “Local Pack” and Google Maps search results.Customer relationship management
Private feedback gives you the opportunity to recover relationships with dissatisfied customers, potentially turning detractors into advocates.Businesses with a 4.5+ star rating generate significantly more revenue than competitors with lower ratings.
Multi-platform support
Sentiment routing works across all major review platforms:- Google Maps: Drive positive reviews to improve local search visibility
- Facebook: Build social proof on your business page
- Trustpilot: Enhance credibility for e-commerce and service businesses
- Industry-specific platforms: Route to platforms relevant to your niche
The customer experience
From the customer’s perspective, sentiment routing is seamless:- They receive a review request via SMS, email, or scan a QR code
- They select their rating on a simple interface
- They’re immediately taken to the appropriate destination
- They complete their feedback or review
Customers experience a smooth, frictionless process regardless of their satisfaction level—there’s no indication that routing is happening behind the scenes.
Customization options
You can adjust sentiment thresholds based on your business needs:- Conservative approach: Only route 5-star ratings to public platforms (4 stars go private)
- Balanced approach: Route 4-5 stars publicly, 1-3 stars privately (default)
- Aggressive approach: Only route 1-2 stars privately, all others go public
Impact on business metrics
Sentiment routing directly impacts key business metrics:- Higher average star rating: By filtering negative feedback, your public rating remains strong
- Increased review volume: Automation ensures consistent review flow without manual effort
- Better local SEO rankings: More positive reviews improve visibility in local search results
- Higher conversion rates: Positive reviews build trust with potential customers
- Increased revenue: Businesses with 4.5+ star ratings significantly outperform competitors