ReScore Process

A ReScore shows the concern resolution process a business took to solve a customer's issue. When a business receives a score of 3 or below, they can reach out to the customer to resolve their concerns. After the business addresses the concerns, they can ask the customer to fill out another survey by sending them a ReScore. The ReScore will replace the low score rating and show alongside the original review. The following goes over how to request a ReScore.

Locating Reviews

Click on Reviews located within the left-side navigation menu of the dashboard.

1. Click on the hamburger icon to expand or collapse the navigation menu.
2. Click on Reviews. 

   

Responding to Reviews

Reviews can be filtered by status, responses, rating, reviewer, review date, and order #.

Click on this icon (above) to respond to a review or click anywhere within the feedback field (in blue shown in the photo below the icon indications).

This icon (above) indicated the feedback is SureCritic verified - confirms feedback is matched with Repair Order completion.  

Responding to Reviews & ReScore

Click on the Respond button to respond to guest reviews.

• The ReScore button will not be available until the business has responded to customer feedback.
• The Respond and ReScore buttons are only available 60 days from the review completion date. 

   

Requesting a ReScore

All customer concerns should be resolved before sending a ReScore.  

The ReScore button automatically sends a ReScore request to the customer via email. 

How the ReScore is Derived

The ReScore rating replaces the original low score rating.

• ReScore Review™ replaces the original low score, and the ReScore Review™ is calculated into the dealer's overall rating.
• For example, if the original review is 1-star and the ReScore is 5-star. The 5-star rating is calculated into the business's overall rating.