Collect feedback and star ratings

Every completed booking has its own public rating page where the pet parent can leave 1–5 stars and an optional comment, without logging in. Results are collected on Feedback (/app/feedback).

Who can do this: roles with Manage enquiries & feedback (by default Owner, Admin, Manager and Front desk).

The feedback link

The link format is https://<your FurKisses address>/feedback/<booking_id>. The Request feedback card on the Feedback page shows your exact address.

The pet parent sees "How was your visit?", taps the stars, can add a note under "Tell us about the visit (optional)", and taps Send feedback.

Automatic feedback requests

The Feedback request alert (on by default) sends the link by itself 2 hours after check-out. It isn't sent if the visit has already been rated. Change the timing or switch it off in Settings → Alerts for pet parents. See change alert wording and timing.

If WhatsApp isn't connected, the request waits in the Outbox for a one-tap send. Parents can also tap Leave feedback next to a past visit on their private link.

Send it to a pet parent by hand

1. 1Open Feedback.
2. 2Look for the Awaiting feedback card. It lists up to 15 bookings completed in the last 14 days that haven't been rated yet.
3. 3Click Send on WhatsApp. WhatsApp opens with your Feedback request message template filled in (customer name, pet name, business name and the link), and you press send in WhatsApp. If the customer has no phone number you'll see "No phone number" instead.
4. 4Or click Copy link and paste it wherever you like.

Each time you click Send on WhatsApp, the message is saved to the customer's Messages tab, and the booking shows "request sent" with the time, so the team can see who's already been asked. The button then reads Send again.

The buttons on the Feedback page never send anything on their own — you press send in WhatsApp. Edit the wording under Settings → Messaging (template Feedback request). Use {{customer_name}}, {{pet_name}}, {{business_name}} and {{link}}; if your template leaves out {{link}}, the link is added at the end.

Google reviews and low ratings

What the customer sees after tapping Send feedback depends on the rating:

• 4 or 5 stars. If you have added a Google review link, customers who rate at or above the level you chose see "Would you share that on Google?" with a Leave a Google review button. It opens your Google review page in a new tab. Posting there is always their choice.
• 1 to 3 stars. These stay private. The customer sees a thank-you saying the owner will be in touch, the Google invitation is never shown, and you get a "Low rating" notification with their comment so you can call and put it right.

Set this up in Settings → Booking policies, under Google reviews: paste your Google review link and choose Invite customers who rate at least 4 stars or 5 stars. Leave the link empty to switch invitations off. See get more Google reviews.

Read the results

• Average rating shows your overall score, the number of reviews and a 5-to-1-star breakdown. Click any bar to see just those reviews.
• By staff member lists each team member's all-time average. Click a name to filter the reviews.
• Reviews lists the latest 200 reviews, with the customer, the pet, the comment, who did the visit and the visit date. Use All staff and All ratings, then click Filter.

Each rating is credited to the staff member assigned to that booking. It also appears on their Performance tab. See Staff performance.

Good to know

• Links only work once the booking is marked completed. Before that, the customer sees a message saying the link isn't valid yet.
• Each booking can be rated only once.
• Ratings are saved only in FurKisses and shared only with your business, whether or not the customer goes on to Google. FurKisses can't see whether a Google review was posted.
• For a visit older than 14 days, open the booking from the customer's Bookings tab. The ID is the part of the address after booking=.