Every review a customer writes on the Feedbax review page goes through three stages before it appears on your profile: checks while writing, approval by the customer themselves and the check by the Feedbax team. That is exactly what makes Feedbax reviews credible for readers, and that is why they count so much for your Feedbax score.
At a glance
Nothing without approval: only what your customer has confirmed via a link sent to their business email address and approved in their dashboard goes to the check. An unconfirmed review is never published.
Every review is read: the Feedbax team publishes it or returns it to your customer with a reason.
Duration: the check can take up to three working days.
Your role: you only see the review after publication. You cannot change or delete it, but from Business you can comment on it publicly.
No AI note: published reviews carry no remark that an AI helped with the wording.
Score: a few minutes after publication, Feedbax recalculates your Feedbax score.
How it works
Your customer reaches the review page in different ways: via your invitation, via the Review this provider button on your profile or via a review widget on your website. After that it works the same for everyone.
Stage 1: checks while writing
Stars only from the customer. Your customer gives five ratings: overall, quality, reliability, value for money and recommendation, each from 1 to 5 stars in half steps. The AI never suggests a rating.
Required details. Without all five star ratings, at least one service, budget, project length, first and last name, company, company size and the three text sections starting point, approach and outcome, they cannot send the review. For the budget they can choose "Confidential". What could have gone better is optional.
Their own words. In the conversation, the AI asks questions and then arranges your customer's answers into a draft. In the form, they write the sections themselves, and the AI then only suggests the headline and summary. They read and change the draft before moving on.
Content check. If the text names contact details of an individual person, meaning an email address, phone number or postal address, your customer cannot send the review until they have removed them. Other findings are notes that do not stop them: a section that is too general, hurtful words, another provider's name, a repeated statement, a sentence not backed by their answers, or the name of an individual person. For names, the page suggests the role, for example "the project lead", because Feedbax does not show names of individual people publicly.
Business email address. The page does not accept private inboxes such as Gmail or GMX, or disposable addresses. This way there is a company behind every review.
Stage 2: approval by your customer
Your customer receives a link at their business email address. With the link they create a Feedbax account if they do not have one yet.
The link opens the review in their Feedbax dashboard. There they read it once more and can revise it.
They confirm two points: "I really worked with this provider." and "I received nothing in return for this review."
They click Approve. The approval also confirms their email address.
If your customer never clicks the link or never approves the review, it stays where it is and is never published. What this looks like for your customer is described in the guide to approval.
Stage 3: check by the Feedbax team
The Feedbax team sees every approved review in full:
the five star ratings and the project details,
the details about the person, their choice of how they appear publicly, and the language,
the whole review text with the summary,
whether you requested the review,
both confirmations of your customer with the time they were given,
for a review from the conversation, the whole conversation with the AI.
After that there are two options. Publish: the review appears on your profile. Return: the team writes a reason of at most 1,000 characters. Your customer receives it by email, adjusts the review in their dashboard and approves it again. Feedbax then checks it once more.
After the check: publication
The review appears on your public profile among your Feedbax reviews, marked as Verified.
In the Feedbax dashboard it appears under Reviews → Feedbax Overview with the status Approved and the label Online Feedback. The date shown there is the day your customer sent it. More on this in Reading and commenting on Feedbax reviews.
With Business, Premium or Enterprise you receive an email about the new review.
A few minutes later, Feedbax recalculates your score in all directories.
The published text is the one your customer approved. It carries no note about the AI, because your customer read it and approved it personally.
What you see and when
Point in time | What you see |
Your customer is writing | For an invitation, the status Started in Request reviews. Otherwise nothing. |
Your customer has sent the review | For an invitation, the status Review submitted. You do not see the review itself yet. |
Approval and check | Nothing new. You do not see a return to your customer either. |
Published | The review on your profile and in the Feedbax dashboard, plus an email from Business. |
You cannot influence the content of a review at any point. That is intentional: readers believe a Feedbax review precisely because the provider does not write along.
What your subscription includes
The check is the same for every review, on every subscription. Feedbax reviews also count towards your score on every subscription, on Starter just as on Enterprise. For imported reviews from other portals, on the other hand, this depends on the subscription.
From Business, two things are added: the email for every new Feedbax review and the comment field you use to reply publicly to a review. A thank-you comes across well, and with criticism you show future customers how you deal with it. What each tier includes otherwise is described in What subscriptions does Feedbax offer?.
Feedbax score and visibility
A published Feedbax review affects your Feedbax score through the reputation score:
Eight times the weight: with the same number of stars and the same age, a Feedbax review weighs eight times as much as an imported one.
Stars count: the overall rating goes into the calculation. Five stars bring more than three.
Age counts: a review loses weight over time. After twelve months it counts half as much as a new one.
No reviews cost points: without any review of your own or imported, the score deducts 50 points.
The score determines your position in the directories, see How does ranking in the directories work?. The number and average of your reviews also decide on the top rated badge and the top company badge. If you use LeadWin, your LeadWin agent can draw on your reviews in the chat, see Review sources: customer reviews in chat.
Frequently asked questions
Can I read a review before it is published?
No. You only see it once the Feedbax team has published it. Until then it belongs to your customer alone.
How long does the check take?
It can take up to three working days from your customer's approval. How quickly they approve it themselves is up to them.
What happens if Feedbax returns a review?
Your customer receives the reason by email and in their dashboard. They revise the review, approve it again, and Feedbax checks it once more. You do not notice any of this, and there is nothing for you to do.
Do published reviews say that AI was involved?
No. The AI only helps with arranging and wording. Your customer alone gives the stars, and they approve the whole text personally.
Why does a review say "the project lead" instead of a name?
Feedbax does not show names of individual people publicly, including those of your employees. If your customer mentions a name, the review page suggests the role to them. They decide themselves whether to accept the suggestion.
Why does a review show no name or no company?
Your customer chooses how they appear: with name and company, without name or without company. Feedbax still knows who they are, and their business email address is confirmed. The choice makes no difference to the score.
Can I have a negative review deleted?
You cannot delete or change a review. From Business you reply publicly with a comment. A factual reply often convinces readers more than the criticism itself.
When does a new review affect my score?
A few minutes after publication. Where you see your score is described in Where can I see my Feedbax score?.