Problem with Stopping Message Sequences for Low Star Ratings and/or Private Feedback Submission

The current stop sequence system for the option “Upon being redirected to review site“ has a significant flaw: it only stops follow-up messages when a customer clicks on an external review source (that’s what I asked for, so my bad for not thinking in this previously!). It fails to unsubscribe for customers who provide low star ratings (e.g., 1, 2, or 3 stars) or submit private feedback. These customers continue to receive follow-up messages, which risks further aggravating their dissatisfaction and may lead to additional negative reviews.

Problem:

1. Low Star Ratings: Customers who rate 1 to 3 stars do not have their message sequences halted, resulting in possible increased frustration and negative feedback.

2. Private Feedback: If a customer provides private feedback, they should likewise be removed from the follow-up message list to respect their dissatisfaction.

Proposed Action: Implement a mechanism to automatically stop message sequences for customers who either:

• Provide a rating below a specified threshold (e.g., 3 stars)

• Submit private feedback

This change will enhance our customer engagement strategy by preventing negative interactions with dissatisfied customers.

Please be aware that I only support the second option. This is because users can click the star ratings multiple times without necessarily submitting private feedback or leaving a review. In my opinion, the second option is the safer choice, but feel free to give your opinion in the comment section.

Thank you @Nalu Okimoto and @rgTeam for bringing this matter to attention. Resolving this issue promptly will significantly improve our engagement strategy and protect the integrity of our brand.