Feedback
Feedback is a valuable part of growing any business—it offers insights into what customers like and where there’s room for improvement. However, it’s also important not to fixate on individual reviews, especially the negative ones. Most customers understand that occasional bad reviews happen, and they often look at the overall pattern of feedback rather than isolated comments. Maintaining perspective helps you focus on continuous improvement without letting one review overshadow your success.
When is a reading eligible for feedback?
Customers are prompted to leave feedback for conversations that last at least four paid minutes. This requirement excludes any free minutes provided by Advisors or any promotional funds used. Feedback requests appear immediately after a reading ends—for calls, customers can use their keypad to rate the call from 1 to 5 stars, while for chats, a pop-up appears asking for feedback.
Please note that customers can only leave feedback once per day per Advisor. For example, if a customer has three readings with you in a single day, they will only be able to leave feedback for one of those sessions that day. The next day, another conversation will become eligible, and so on. Customers have up to seven days from the date of the reading to submit feedback. After this period, they will no longer be able to leave a review.
Additionally, blocking a customer does not prevent them from leaving feedback if the reading is still eligible. A blocked customer can still submit feedback within the seven-day window as long as it meets the standard requirements.
What are Endorsed Strengths?
Customers who rate a conversation with you 4 stars or higher have the option to select strengths as part of their feedback. Regardless of the star rating, the feedback screen will always prompt customers to provide written comments. The Endorsed Strengths will appear in your listing, alongside your highlighted feedback section.
Similar to star ratings and written feedback, customers can only leave feedback for a specific advisor once every 24 hours. Since strengths are refreshed on a rolling 12-month basis, the number of endorsed strengths next to your listing may fluctuate daily, depending on when reviews are submitted. Please note that strengths do not affect your Listing Quality Score or Featured Listing placement.
Strengths will only be prompted if customers rate a call or chat with you 4 stars or higher. On the feedback screen, customers can select up to five strengths to reflect their experience. Each strength represents a key quality that customers value in an advisor:
- Honest = Advisor was truthful and sincere in their advice.
- Accurate = Advisor shared personal details that the customer hadn’t provided or correctly predicted future events.
- Kind = The Advisor was polite and considerate, even when delivering difficult advice.
- Helpful = Advisor was attentive and addressed the specific questions the customer needed clarity on.
- Detailed = Advisor provided a thorough, in-depth reading with specific and meaningful feedback.
Why can’t I find the feedback my customer left?
Since many customers leave only a star rating without written feedback, these ratings will not appear in your listing’s Feedback and Reviews section. However, the star rating they provide will still count toward your overall rating.
Written feedback, on the other hand, will be displayed in your listing’s Feedback and Reviews section. Keep in mind that feedback is organized by the date of the reading, not the date the feedback was submitted. Additionally, feedback will only appear on the specific listing the customer used to contact you.
Why is my star rating dropping?
Since written feedback, star ratings, and endorsed strengths expire one year after they’re posted, it’s normal to see some fluctuation in your overall star rating over time. In many cases, expired feedback is the primary reason for a drop in your rating.
We recommend reviewing our Calculating Your Star Rating page to better understand how ratings are calculated and what factors may affect them. Please note that once feedback or star ratings expire, they cannot be restored by Advisor Support.
Highlighted Feedback
Each listing allows Advisors to “pin” or highlight a specific piece of feedback at the top of their reviews. This feature lets you showcase a review that best represents your reading style or the experience you provide—making it the first thing potential customers see.
The pinned feedback will remain at the top of your listing until you unpin it or it expires—either after 12 months or if the customer’s account becomes inactive on Keen. We recommend selecting feedback that gives new customers clear insight into what they can expect from a reading with you.
How to Highlight Feedback
To pin a specific piece of feedback, go to Feedback Summary and select a listing from the drop-down menu. Next to each written feedback for that listing, you’ll find a “pin” icon in the far-right column. Simply click the pin next to the feedback you’d like to highlight.
Once selected, the feedback will be highlighted in blue and moved to the top of your Feedback Summary. You can repeat this process for any of your listings where you’d like to showcase specific feedback.
How can I request that a review be removed?
To help keep the feedback system fair and constructive, we follow a set of basic guidelines. In limited cases where these guidelines aren’t followed, we may remove feedback. We encourage you to review our Feedback Removal Policy, which outlines the types of feedback that may be eligible for removal and includes instructions on how to submit a review request. Advisors can use our Customer Support form to request that feedback be removed.