📝 Overview
Customer reviews are a valuable tool for building credibility and trust on the Sawyer Marketplace. Reviews give new customers a way to learn about providers through real experiences, and give providers a direct channel to collect and respond to feedback in real time.
Reviews can include written text, a star rating, or both. They are shared with providers and posted publicly on the Sawyer Marketplace.
We strongly encourage providers to read every review received — to learn from customer feedback (both positive and constructive) — and to respond thoughtfully.
⭐ How Reviews Work
Learn how reviews are collected, displayed, and what information is visible to the public.
📬 Review Request Emails
Customers receive an automated email after attending an activity, asking for feedback on their experience.
Drop-in class registrants receive one email within 24 hours of the activity. To avoid over-contacting customers, the same customer will only receive a review request once every two months.
Semester and camp registrants receive one email halfway through the activity's term. For example, a parent would receive a review email on day 15 of a 30-day camp.
👁️ Visibility on the Sawyer Marketplace
By submitting a review through Sawyer, customers agree to share their feedback both with the provider directly and publicly on the Sawyer Marketplace.
Written text and star ratings are displayed publicly on the Sawyer Marketplace
Marketplace visitors see only the reviewer's first name and any information voluntarily shared in the written text of the review
The reviewer's full name and email address are visible only to users with Owner or Administrator permissions in the Sawyer for Business portal
🌟 Star Ratings
The Sawyer Marketplace displays an aggregate provider review score, which is the average of all star ratings for that provider across all activities. A minimum of five reviews is required for the aggregate score to appear.
Reviews are displayed in reverse chronological order, with the most recent reviews shown first.
📋 Community Standards
Learn what makes a helpful review and what Sawyer's policies are for reviews and provider replies.
✅ What Makes a Helpful Review
Reviews are most helpful when they are:
Honest and genuine
Based on personal experience
Relevant to the activity or provider
Respectful in tone
Since reviews are read by real people — both providers and customers — feedback should be constructive, and compliments should be specific.
🚫 What Sawyer Will Remove
Sawyer removes reviews and provider replies that contain content deemed to be:
Personal information
Inappropriate
Irrelevant
A conflict of interest
💡 You can help Sawyer identify reviews that may not meet community standards by flagging them for review.
⚖️ Review Integrity
Customers are not permitted to threaten to leave a negative review as a way to influence the experience a provider delivers. Similarly, providers are not permitted to incentivize customers to leave positive reviews.
🛠️ Managing Reviews
Learn how providers and customers can view, respond to, and manage reviews.
🔧 For Providers
Viewing Reviews
You will receive a notification email each time a customer submits a review for your business. You can also view submissions in real time by navigating to My Account >> Reviews in your Sawyer for Business portal.
Replying to Reviews
Each review on the Reviews page includes an option for an Owner or Administrator to leave one reply. This reply is displayed publicly on the Sawyer Marketplace and is also visible to the customer in the My Reviews section of their account. The customer will receive an email notifying them that their review has received a reply. Customers cannot respond back to a provider's reply.
💡 Negative reviews can be an opportunity to listen, learn, and improve. Responding thoughtfully to negative feedback can help turn a customer's experience into a more positive one — and studies show that responding to negative reviews can increase your overall ratings over time.
🔧 For Customers
Finding Your Reviews
You can find reviews you have written in the My Reviews section of your Sawyer account. Reviews you have not yet submitted are listed as Pending Reviews in the same section.
Removing a Review
A review can be removed by the customer who wrote it via the My Reviews page in the Sawyer portal. Removing a review removes it from the My Reviews page, the provider's Sawyer for Business portal, and the Sawyer Marketplace. Removed reviews are not counted in the aggregate star rating displayed on the Sawyer Marketplace.
Flagging a Review
If you see a review by someone else that does not meet Sawyer's community standards, reach out to Sawyer support at [email protected] to flag it for removal.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Will all registered customers receive a review request email?
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Yes. Everyone who registered for an activity will receive a review request email, regardless of whether they attended.
Can review questions be customized?
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No. To standardize the format for data collection, Sawyer does not support adjustments or customizations to review questions.
Are reviews anonymous?
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Reviews are not anonymous — they are sent to specific customers on your activity rosters. However, customers have the option to include or omit their email address when submitting a review. On the Sawyer Marketplace, only the reviewer's first name is displayed publicly. The reviewer's full name and email are visible only to users with Owner or Administrator permissions in the Sawyer for Business portal.
Can a customer edit a review after submitting it?
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Reviews cannot be edited, but they can be removed. Reviews that have been removed cannot be rewritten or resubmitted. For help with any critical issues, reach out to Sawyer support at [email protected].
Can a provider edit their reply to a review?
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Replies cannot be edited. For help with any critical issues, reach out to Sawyer support at [email protected].
Can a provider opt out of the reviews feature?
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Yes, if this feature is available to you, opting out is an option. To opt out of customer review collection, email [email protected].
What should I do if I receive a negative review?
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Negative reviews happen — and they can be a valuable opportunity to learn and improve. If a customer shares a negative experience, consider it a chance to address their concerns directly. Responding thoughtfully to negative reviews shows other customers that you care about their experience, and studies show it can positively impact your overall ratings over time.