Google reviews — frequently asked questions
Short answers about the Reviews module. For the full setup walkthrough, see Collect Google reviews from your clients.
Is Reviews the same as NPS feedback?
No. They are two separate, parallel features. NPS feedback is private — it stays inside Zooza and helps you improve. Reviews is public — it asks clients to post a Google review on your business listing. Turning Reviews on does not change your NPS feedback in any way. A client who already gave NPS feedback is not also asked for a Google review.
Which review platforms does Zooza support?
Google only. Reviews works through your Google Business Profile. Other platforms are not part of this feature.
Why didn't a client get asked for a review?
There are several deliberate rules that hold a request back. A client is not asked when any of these are true:
- They were already asked for a review in the last 12 months (each client is asked at most once per company per year).
- They already gave NPS feedback.
- They are unsubscribed from marketing for your company.
- They already left a Google review that Zooza matched to them.
- The relevant place isn't linked to a verified Google location.
This is expected behaviour, not a fault — one of the rules above almost always explains it.
How often can the same client be asked?
At most once every 12 months per company — regardless of how many programmes they are enrolled in. Zooza tracks this per client, not per registration, so a parent with three children in different programmes still receives only one request.
I submitted a place to Google but it's still "unverified" — is it broken?
No. Zooza only submits the location; it does not verify it. Verification is done by Google (postcard, phone call, or video) and you complete it inside your Google Business Profile, not in Zooza. Once Google has verified your location, return to the place in Zooza and click Refresh status — the status then changes to Linked and your review link is filled in automatically.
Why are the opening hours wrong on a place I submitted to Google?
Zooza prefills Monday–Friday, 09:00–17:00 as a placeholder because it does not track opening hours — your classes are individual scheduled events, not shop opening times. After your location is verified, update the hours directly in your Google Business Profile to match your studio's real availability.
A real review came in but isn't linked to a client — why?
Zooza only auto-links a review when the reviewer's name closely matches a client who recently clicked your review link. When it can't be sure (for example, the reviewer used a different display name), the review stays in your Reviews list as unmatched. You can link it to the right client yourself with one click from Feedback → Reviews.
Where do I see the reviews that come back?
In two places: on each matched client's profile (rating, comment, date, and Google source), and in the company-wide list under Feedback → Reviews, which shows matched and unmatched reviews and can be filtered by star rating and time.
I can see a review on Google but not in Zooza — where is it?
This is normal. Zooza pulls reviews from Google once a day, so a brand-new review can take up to 24 hours to appear in Zooza. If it's visible on your Google listing but not yet in Feedback → Reviews, just wait for the next daily sync — there's nothing to fix.
What does "needs reconnect" mean on the Google connection?
Google has expired or revoked Zooza's permission, so review requests and read-back pause. Open the Google connection panel under Feedback → Reviews and click Reconnect to authorise again. Once reconnected, everything resumes — your place links are preserved.