Review Management

​

What is Review Management?

​

Key Features

​

Review Collection

• Member reviews and ratings
• Testimonial submissions from satisfied members
• Feedback forms for service improvement
• Rating systems for different aspects of your club

​

Review Moderation

• Approve or reject reviews before publishing
• Edit review content for clarity or appropriateness
• Flag inappropriate content for removal
• Respond to reviews publicly or privately

​

Review Display

• Showcase reviews on your website
• Display ratings and star systems
• Filter reviews by rating or date
• Highlight featured testimonials

​

Review Types

​

Member Reviews

• Overall club experience ratings and comments
• Specific service reviews (classes, personal training, etc.)
• Facility and equipment feedback
• Staff and customer service reviews

​

Testimonials

• Success stories from members
• Before and after transformations
• Class and program recommendations
• Staff and instructor praise

​

Feedback

• Service improvement suggestions
• Facility enhancement ideas
• Program recommendations and requests
• General comments and observations

​

Managing Reviews

​

Review Collection

1. Set up review forms on your website
2. Send review requests to members after visits
3. Collect feedback through email campaigns
4. Monitor social media for mentions and reviews

​

Review Moderation

1. Review submitted content for appropriateness
2. Check for spam or fake reviews
3. Edit content if needed for clarity
4. Approve or reject reviews for publication

​

Review Response

1. Read each review carefully
2. Respond professionally to both positive and negative feedback
3. Address concerns raised in negative reviews
4. Thank members for positive feedback

​

Review Settings

​

Review Approval

• Auto-approve positive reviews
• Moderate all reviews before publishing
• Require verification for review submission
• Set minimum rating for auto-approval

​

Review Display

• Show all reviews or only approved ones
• Display ratings and star systems
• Include review dates and member names
• Allow sorting by rating or date

​

Review Filtering

• Filter by rating (5-star, 4-star, etc.)
• Filter by date range
• Filter by service or program
• Search reviews by keywords

​

Review Analytics

​

Review Metrics

• Average rating across all reviews
• Total number of reviews
• Rating distribution (how many 5-star, 4-star, etc.)
• Review response rate and time

​

Trend Analysis

• Rating trends over time
• Review volume by month or quarter
• Popular services based on reviews
• Member satisfaction trends

​

Performance Tracking

• Review completion rate from requests
• Response time to reviews
• Review quality scores
• Member engagement with reviews

​

Review Best Practices

​

Encouraging Reviews

• Ask for reviews after positive experiences
• Make it easy to leave reviews
• Offer incentives for honest feedback
• Follow up on review requests

​

Managing Negative Reviews

• Respond quickly to negative feedback
• Address concerns professionally
• Offer solutions to problems
• Take conversations offline when appropriate

​

Showcasing Positive Reviews

• Feature testimonials on your website
• Share success stories on social media
• Use reviews in marketing materials
• Highlight specific achievements

​

Review Integration

​

Website Integration

• Display reviews on relevant pages
• Show ratings in search results
• Include review widgets on key pages
• Link to full review sections

​

Social Media Integration

• Share positive reviews on social platforms
• Respond to reviews on social media
• Cross-promote review content
• Engage with review discussions

​

Marketing Integration

• Use testimonials in advertising
• Include reviews in email campaigns
• Feature success stories in newsletters
• Create case studies from reviews

​

Review Templates

​

Review Request Email

Subject: How was your experience at [Club Name]?

Hi [Member Name],

Thank you for visiting [Club Name] today! We hope you had a great experience.

We'd love to hear about your visit. Could you take a moment to share your thoughts?

[Review Link]

Your feedback helps us improve and helps other members find great experiences.

Thank you!
The [Club Name] Team

​

Review Response Template

Thank you for taking the time to share your feedback, [Member Name]!

We're thrilled to hear about your positive experience with [specific service/program]. It's wonderful to know that [specific detail from review] made such a difference.

We look forward to seeing you again soon!

Best regards,
[Staff Name]
[Club Name]

​

Advanced Features

​

Review Automation

• Auto-send review requests after visits
• Schedule follow-up emails for non-responders
• Auto-approve reviews meeting criteria
• Generate reports on review performance

​

Review Analytics

• Track review sentiment over time
• Identify common themes in feedback
• Monitor competitor review performance
• Generate insights for improvement

​

Review Marketing

• Create review campaigns for specific services
• A/B test review request messages
• Segment reviews by member type
• Personalize review requests

​

Troubleshooting

​

Common Issues

• Reviews not appearing - Check approval settings
• Low review response rate - Improve request timing and messaging
• Negative review management - Develop response protocols
• Spam reviews - Implement verification systems

​

Review Problems

• Duplicate reviews - Check for multiple submissions
• Inappropriate content - Review moderation guidelines
• Technical issues - Verify review form functionality
• Display problems - Check website integration

​

Getting Started

1. Set up review collection forms on your website
2. Create review request email templates
3. Establish moderation guidelines and processes
4. Display reviews prominently on your site
5. Monitor and respond to reviews regularly