After every service, SpringFire asks the client how it went, and makes sure low ratings reach someone who can act.
How it works
- A booking or shift finishes.
- After a delay the provider chooses (24 hours unless they change it), the client gets a text or an email with a link.
- The link opens a mobile-friendly page with no login. The client gives one to five stars and an optional comment.
- Every client sees the same thank-you page. If the provider wants, it includes a "Leave a Google review" button, shown to everyone whatever they rated.
- A rating below the provider's threshold is flagged Needs attention, and the people the provider chose are alerted in the app, on their phone and by email.
- The team acknowledges, assigns and resolves it under Compliance → Feedback. A comment that describes a complaint or a possible incident is escalated into the provider's own process, with every step recorded.
What providers control
- Whether it is on at all, and how long to wait after a service
- Text, email, or text where possible
- How often the same client can be asked (30 days unless they change it), so regular clients aren't asked every week
- Whether to ask the client or their nominated contact (for example a parent or guardian)
- Which services, client types or individual clients are never asked
- The star level that triggers an alert, and who is alerted
- Whether to show a Google review button, an identity check before the page opens, and the worker's first name
- How long links last, and how long a client can change their answer
Built to be fair and lawful
- No review gating. The Google button is the same for every rating, as Google's rules and Australian consumer law require.
- Spam Act ready. Every invitation names the business and gives its contact details. Every email has a working unsubscribe link and every text says "Reply STOP to opt out". Opt-outs are honoured straight away.
- Private by design. The link opens one piece of feedback and nothing else. The page never shows the client's name, address or anyone else who shared the service. Feedback is never published anywhere.
- Fair to staff. Feedback shows who delivered the service, but SpringFire never ranks or compares workers by rating.
- Safe for health providers. Inviting Google reviews is allowed. SpringFire never copies feedback onto a provider's website or booking page, which registered health practitioners must not do.
- One record per service. A client who already left a comment in the SpringFire app is not asked again for that service.
The full guide is in Smart Reviews: collecting feedback after a service.