Reviews & Feedback

Reviews & Feedback

Who this is for: support staff, PMs, sales/GTM, new hires.

The idea

After a case is complete, patients are invited to leave feedback. The system routes that feedback differently depending on how positive it is, and can automatically follow up to request public reviews from happy patients.

Step by step

1. Once a case is finished (or at another configured milestone), the patient is prompted for a star rating and optional written/video feedback from their dashboard.
2. Based on the rating:
   • Low ratings are routed internally for staff follow-up/escalation rather than posted anywhere public. Escalations are tagged by topic (wait time, billing, communication, doctor interaction, form issues, app/technology, or other), and each tag has its own pre-written apology message used when staff follow up with the patient.
   • Mid ratings may prompt the patient toward the referral program instead of a public review.
   • High ratings are routed toward leaving a public review (on Google, Trustpilot, Facebook, or Yelp) and/or submitting a written or video testimonial.
3. For public review requests, the platform normally directs the patient to Google first. It can be configured to skip Google and go straight to one of the other platforms for specific states (by default this fallback behavior itself is turned off platform-wide).
4. The platform can draft a suggested review for the patient to make leaving one easier, and offers optional photo/video testimonial submission.
5. Testimonials and public review requests go through a staff approval queue before being used publicly.
6. Patients can be offered a small reward (an Amazon gift card, using the same payout mechanism as referrals — see Referrals) for participating. Reward amounts and daily caps are both admin-configurable, with these defaults out of the box:
   • Video testimonial: $100.00, capped at 6 rewarded per day
   • Photo testimonial: $50.00, capped at 6 rewarded per day
   • A public platform review (Google/Trustpilot/Facebook/Yelp): $20.00 each, capped at 20 rewarded per day per platform
   • A bonus of $20.00 if a patient reviews on every platform These numbers are settings an admin can change without engineering involvement — the figures above are only the defaults.
7. If a patient hasn’t responded to the initial feedback request, the system can automatically send follow-up reminders.

Open questions

• The exact rule for how “mid” vs “low” vs “high” rating thresholds are drawn (e.g. is it a strict star-count cutoff) was not confirmed in this pass.

Where this comes from

• parkingmd-patient-portal/documentation/service-flow.md (section 6 — feedback and review flow)
• parkingmd-patient-portal/src/trpc/routers/reviews.ts
• parkingmd-care-portal/src/lib/reviews/ (service-budget.ts, service-constants.ts — reward amounts, daily caps, Google-fallback settings, escalation feedback tags), parkingmd-care-portal/src/lib/review-admin/, parkingmd-care-portal/src/lib/review-reminders/
• parkingmd-care-portal/docs/review-specs.md (historical planning/spec document — used only for background context on product intent, not as fact about current behavior)