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Why aren't my customer comments being published online?

If you choose to enable the Feedback Campaign to receive valuable customer feedback, you may receive some notifications about your "Feedback Responses." These Feedback Responses are not the same as reviews being posted on your review sites. Mia uses these Feedback Responses as a jumping-off point, to gauge their experience with your business and give you a notice if anyone is unhappy before she follows up with them to send a Review Request. Three business days after a customer has left Feedback, Mia will send them a Review Request, asking them to post a review for you on Google My Business, Facebook, or Yelp.

Only your customers themselves can post reviews onto your online review sites—Signpost cannot publish reviews on their behalf. 

If you are unfamiliar with the Feedback Campaign, that's okay! It is turned off by default when you begin your Signpost account. This is to streamline the customer experience from a two-step to a one-step process. Instead of asking for Feedback first, your customers will just receive a Review Request. Ultimately, your business will receive more reviews by keeping this default setting.


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