Opt-In Compliance for Feedback Links
Ratings Builder and its end users must now comply with governmental regulations related to SMS / Text Message Opt-In. Essentially customers have to opt-in to receive a feedback link text message from your business.
Limited SMS Permission
By default, the Ratings Builder system is set to automatically ask your customers for SMS opt-in permission whenever a customer phone number is entered into the system. This is known as the “Limited SMS” setting. Through the Limited SMS default setting your customer will receive a text message similar to:
"(Business Name) thanks you! Would you be willing to provide feedback about your visit? Reply “YES” if it’s okay to text you a review link. Reply “HELP” for help or “STOP” to stop.”
If you already ask customers for their permission to send a review link by text using one of the opt-in methods described below, this extra permission step can be removed. When this happens, your account will be granted “Full SMS” permission and this interim message will no longer be needed.
Full SMS Permission
If your business verifies that you are complying with opt-in regulations by asking customers for their permission before sending them a feedback request text, we can convert your account to “Full SMS” permission. When this happens the extra text message step as outlined above under “Limited SMS” is no longer necessary and can be removed.
To activate Full SMS, you must verify that your business is compliant by submitting photo verification that you have adopted one of the 2 methods outlined below.
COMPLIANCE METHOD 1
OPT-IN SIGNAGE
How: Prominently display proper opt-in signage at the customer payment area / point of sale.
The proper opt-in message is:
“Feedback Notice – All Customers: We are always looking for ways to improve our service. Please note that by providing your phone number you agree to be contacted by phone or text message. After your service, we would like to contact you via text message for feedback relating to your visit.
Receiving this communication is optional. Please let us know if you do not want to receive this communication. You can also reply “HELP” for help, or “STOP” to not receive any further SMS communications. Message and data rates apply.”
You may copy this message verbatim or download a copy for prominent display near your customer payment / point of sale point. Once you have displayed this documentation you will need to send us a picture so we can verify and change your account setting to Full SMS.
You will want to take a picture and submit it along with your business name and phone number to compliance@ratingsbuilder.com. Alternatively you may send the image to your Ratings Manager by text or email, and they will forward it to the proper department.
Please note: if a customer has previously communicated with you via text message this does not automatically qualify as permission to send a SMS text message feedback link through Ratings Builder. You will still need appropriate opt-in to do so from your customer.
Text Message Notification Sign
COMPLIANCE METHOD 2:
OPT-IN ADDED TO PAPERWORK / INVOICE
How: Add a check box and opt-in message to your customer intake paperwork / invoice.
The proper opt-in message is:
“We appreciate customer feedback! Would it be okay to ask you about your experience by text message? (Check the box if okay.)”
You are encouraged to inculcate this verbatim message into your electronic systems to gather explicit opt-in consent from customers prior to sending a feedback link. If your business documentation is non-electronic based you may add the verbiage to your documentation as you are able. Until then you can start by applying an adhesive check box label.
Downloadable label options and formats are provided on this page. Printed labels are not provided by Ratings Builder. You must purchase and print your own labels. Please note that the opt-in “check box” must not be pre-checked.
Once you have this verbiage in place on your documentation you will need to send us a picture of it on the documentation so we can verify and update your account setting to Full SMS.
To submit photo verification of opt-in compliance take a picture and submit it along with your business name and phone number to compliance@ratingsbuilder.com. Alternatively, you may send the image to your Ratings Manager by text or email, and they will forward it to the proper department.