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A review funnel is a short page your customers open from a link or a QR code. It asks for a star rating first, then the next step that fits: happy customers are asked for a testimonial, and unhappy ones get a private form that only your team reads. Nothing a customer sends shows anywhere until you publish it. This guide makes a funnel for Northwind’s Saturday coffee tastings and answers it once as a customer.

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Make a review funnel

1

Open Reviews & Reputation

Click Marketing in the left rail, then the Reviews & Reputation card.
The Reviews & Reputation card on the Marketing page, outlined, next to the Surveys card

Reviews & Reputation, on the Marketing page

2

Click New funnel

Open the Funnels tab and click New funnel.
Reviews and reputation with the Funnels tab and the New funnel button outlined

Funnels, and New funnel

3

Choose a shape

Each template lists its steps and who sees each one. Video testimonial asks happy customers for a short video and then for a Google review, Rating and video, no review site asks only for the video, and Google review only sends happy customers straight to your Google listing. Customers who would rather not record can always type their testimonial instead.If your Google Business Profile is not connected yet, the page says No Google review link yet. Pick a template marked Works without a review site, or connect Google under Sources first. Northwind has no Google listing connected, so it picks Rating and video, no review site.
No Google review link yet, and below it the Rating and video, no review site template outlined, marked Works without a review site, with its four steps

A template that works without a review site

4

Name it and create it

Type a Funnel name and click Create funnel. Customers never see the name, so name it after the moment you send it.
Funnel name After a coffee tasting and the Create funnel button, both outlined

The name, and Create funnel

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Make the questions yours

The funnel opens on its Steps. The colored lines show who sees what: everyone rates first, customers who give 3 to 5 stars see the video step and Their details, and customers who give 1 or 2 stars see Private feedback, which goes to your team and not online.
The funnel After a coffee tasting, Active, on the Steps tab: Rating for everyone, then Video testimonial for happy and neutral customers, outlined, Their details below it, and Private feedback for unhappy customers

Northwind's funnel, step by step

Click the Video testimonial step to change what it asks. The starting questions suit a service business, so rewrite them in your customers’ words under Tips, shown before the camera opens and Teleprompter lines, shown while recording. Heading on the recording page and Sub-heading on the recording page are the first lines customers read when they start. Then click Save steps.
The Video testimonial step's settings: three tips, the four teleprompter lines about the tasting outlined, and the heading Tell us about your tasting at Northwind

Questions about the tasting

The same step always lets customers type instead of recording, and always asks their permission to publish, using the words under Permission wording.

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Check it is live and share it

Open the funnel’s Settings tab, next to Steps and Appearance. Status reads Active, so the public address accepts answers. The Public address never changes, so it is safe to print.
The funnel's Settings: Status with Draft and Active, Active selected, and the Public address https://app.hiveku.com/f/after-a-coffee-tasting, both outlined

Active, with a fixed public address

Back on Funnels, next to Public, click Copy to paste the link into an email, a receipt or your website, or QR for a code to print for the counter.
The funnel After a coffee tasting on Funnels, with the Copy and QR buttons of its Public link outlined

Copy and QR, for the public link

In QR code, choose the dots, corners and colors you like and click Download PNG. Print the download, not a screenshot: it is the full-size code.
The QR code window with the code for the public link, its style choices and the Download PNG button outlined

The QR code for the counter

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Answer it as a customer

Open the public link in a private window to see exactly what a customer sees.
1

Rate the visit

Pick a star rating.
The funnel page with the Northwind logo, How did we do?, and How was your experience? with five stars outlined

Five stars

2

Start the testimonial

A happy customer sees your questions and Record a video.
Would you record a short video?, with the four questions about the tasting and the Record a video button outlined

The video step, with Northwind's questions

3

Say who it is from

The recording page opens. Under Who should we credit this to?, the customer adds a name and, if they like, a role and a company. Then they pick Record a video, Upload a video instead or Prefer to type it?. Northwind’s customer types it.
Tell us about your tasting at Northwind, with the tips, and on the right the name Dana Whitfield and the role Saturday regular, outlined, then Record a video, Upload a video instead, and Prefer to type it?, outlined

Record, upload or type

4

Give permission and send

They type the testimonial, tick the permission box and click Send to Northwind Coffee Roasters (your business name). A thank-you page confirms it.
The typed testimonial, Show my full name ticked, the permission box I am happy for this to be shared on their website, social media and marketing ticked, and the Send to Northwind Coffee Roasters button, outlined

The testimonial, the permission box and Send

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Check it before it goes anywhere

Open the Testimonials tab. Every new testimonial waits under Needs review, with the customer’s name, the rating, where it came from and Consent on record. It shows nowhere until you click Publish. Reject keeps it out for good, and for a video it also deletes the recording.
Testimonials with the Needs review filter outlined and Dana Whitfield's testimonial, outlined: Saturday regular, Review funnel, 5/5, Consent on record, with Publish, Reject, Consent withdrawn and Delete

Waiting for your OK

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Good to know

  • Unhappy customers reach you first. A rating of 1 or 2 stars leads to Private feedback, which only your team reads. In templates with a Google review step, everyone sees that link whatever they rated: hiding it from unhappy customers breaks Google’s review rules.
  • Someone changes their mind? Click Consent withdrawn on their testimonial. It is hidden everywhere at once and any recording is deleted.
  • Send it by email or text. The Requests tab sends a funnel to your customers for you.
  • More: Add Customer Reviews & Testimonials covers putting testimonials on your website.