Customer reviews play a critical role throughout the shopping journey. Beyond product ratings, collecting feedback on service quality and in-store experience helps merchants better understand customer satisfaction and improve frontline performance.
The Review Block in SmartPush allows you to automatically collect both product reviews and service (NPS) feedback through automation, while rewarding customers for completing reviews.
This guide explains how the Review Block works, how to configure it, and how to analyze collected data.
In This Article
- What the Review Block Supports
- How the Review Block Works
- Configuring the Review Block
- Review Rewards & Conditions
- Customer Review Experience
- Review Data & Reports
- Exporting Review Data
- Important Notes & Limitations
What the Review Block Supports
With the Review Block, you can collect two types of feedback in a single review flow:
- Product Reviews: Ratings and comments on purchased products.
- Service Feedback (NPS): Net Promoter Score (NPS) questions to evaluate service quality, sales assistance, or overall brand satisfaction.
These two review dimensions can be enabled independently or used together, depending on your business needs.
How the Review Block Works
The Review Block is available only in automation emails and must be used with the following triggers:
- Order created
- Order fully shipped
Once configured, SmartPush automatically retrieves order data and generates a review page for customers.
| Note: If the selected trigger cannot provide order data, the Review Block will not be displayed in the email. |
Configuring the Review Block
Choosing Review Dimensions
You can configure the Review Block to collect:
- Product reviews
- NPS (Service) reviews
- Both product reviews and NPS Reviews
By default:
- Product reviews are enabled
- NPS reviews are disabled
Use the toggles to enable or disable these options as needed.
Configuring NPS (Service) Reviews
Toggle on NPS reviews to enable the feature. When NPS reviews are enabled:
- You can add up to 3 NPS questions
- Each question:
- Uses a 0–10 rating scale
- Is mandatory for submission
- Supports custom question text (up to 100 characters)
Supported Variables (POS orders only):
You can insert the following variables into NPS questions for POS orders:
- [[salesname]] : POS sales associate
- [[cashiername]] : POS cashier
| Note: If variable data is unavailable, the variable text will be displayed as-is. |
Optional Review Content:
- You may enable an optional comment field for each NPS question
- Comment input is optional for customers
Configuring Product Reviews
Product reviews include:
- Star rating (1–5 stars)
- Review content
- Image uploads
You can choose whether product reviews are shown or hidden in the Review Block.
Review Rewards & Conditions
You can optionally reward customers after they complete reviews.
Step 1: Select the Reward Types
Choose the type of reward you want to offer for this campaign:
- Percentage discount
- Fixed-amount discount
- Free shipping
Discounts are generated automatically and are permanently valid by default.
Step 2: Configure Reward Conditions
Reward conditions depend on which review dimensions are enabled:
| Configuration | Reward Conditions |
| Complete NPS ratings | Displayed only when NPS reviews are enabled. Customers must complete all NPS rating questions to qualify for the reward. |
| Product reaches the specific star rating | Displayed only when product reviews are enabled. Customers must submit a product rating that meets or exceeds the required star level. |
| Complete produce review | Customers must submit a product review with written review content. |
| Upload photo for product review | Customers must upload at least one image when submitting a product review. |
Additional optional conditions:
- Product review content required
- Product image upload required
| Note: If an order contains multiple products, only one product needs to meet the conditions for the reward to be issued. |
Step 3: Configure Reward Usage Reminders
If rewards are enabled, you can enable Remind Customers to Use Discounts to send reminder emails:
- Send now: Send immediately after the review is submitted
-
Send later Send 1–365 days after the review is submitted
Customer Review Experience
Email Content
The email contains a single Write Review button.
Customers complete all reviews on a separate review page.
Review Page Experience
The review page may include:
- Service feedback (NPS questions)
- Product reviews
- Reward conditions (if enabled)
If all required conditions are met, customers receive their reward after submission. Otherwise, the submission is accepted without a reward.
Review Data & Reports
After reviews are collected, you can view performance data in Data Analysis > Automations, and under the automation task, you can check the Product Review Data.
Overview Metrics
- Reviewed orders
- NPS submissions
- Reviewed products
- Product reviews with images
- Product reviews without images
Click View the collected reviews to access detailed data.
NPS Data & Analysis
NPS data is displayed separately from product reviews.
For each NPS question, you can view:
- Total responses
- Promoters (9–10)
- Passives (7–8)
- Detractors (0–6)
- Calculated NPS score
Click an individual question to view:
- Reviewer
- NPS score
- Review content (if collected)
- Review time
Exporting Review Data
You can export review data from the Review Data page by clicking the Export Review button in the right corner.
Supported Exports
- All NPS questions (order-level export)
- Single NPS question export
Exported fields include:
- Order number
- NPS question
- Reviewer
- NPS rating
- Review content
- Review time
| Note: Export files are generated in English and named: YYYY-MM-DD-NPS-Review-Data |
Important Notes & Limitations
- The Review Block is available only in automation emails
- NPS questions are mandatory once enabled
- Each reward is issued per review submission
- Variables apply only to POS orders
- Review data exports do not support filtering
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