Partner Tools

Solutions Directory ratings and reviews | Frequently asked questions

Last updated: November 10, 2020

Applies to:

Partner Account

Ratings and reviews are an important factor in a customer’s buying decision. Customers read reviews to understand which solution will fit their business needs. Good reviews can build trust in you as a  partner and the ecosystem as a whole.

Negative reviews allow users to communicate their expectations. This also increases trust. Negative reviews set standards and give partners a chance to show how they receive feedback and communicate with customers.

Please note: reviews on the Solutions Directory will be subject to HubSpot's Review Guidelines. It is recommended that solutions partners familiarize themselves with these guidelines before recruiting reviews from users.

Receiving reviews in the Solutions Directory

Who can leave a review?

Customers must be logged into a HubSpot account in order to leave a review. Reviews must submitted by customers receiving a paid service. You can only receive one review per paid service. To learn more about who can leave a review please check out HubSpot's review guidelines and directory terms of use.

How can I ask my customers to leave a review?

  • Log in to your partner account and navigate to Partner > Directory Profile.
  • Click Copy review link.
Use the copied link in CTAs or email campaigns to request customers to leave reviews.

How will I know when I receive new reviews?

You can configure your settings to receive email notifications about new reviews. In the Ratings & Reviews section of your account, click Edit Notifications > General > Marketplace.

What do reviews look like for users?

There are three sections for users to complete when filling out a review.

1. Overall ratings and services


solutions-directory-rate-experience
2. Reviewer information

solutions-directory-company-profile

Can users edit their reviews?

Reviews and replies are both locked once they’re submitted.

Where can I see the customers who have already submitted a review?

To protect customer privacy, HubSpot does not share information on the customers who submit reviews.

Why are services not displaying on the reviews?

HubSpot is only collecting this information now, we may display this information with reviews in the future.

Managing your Solutions Directory reviews

Where can I find my reviews?

You can view your reviews in your partner account by clicking Partner > Directory Profile. You reviews will display in the Reviews section of your profile.

How do replies work?

When a customer leaves a review, you and anyone on your team who receives notifications will receive an email stating that there’s a new review. You’ll need to log in to your partner account and respond to the review. When you have responded, the user that left the review will receive an email with your response, unless they have opted out of these notifications. You will only be able to respond once and customers will not be able to reply to your response.

There was a typo in my reply and I want to fix it. How do I do this?

For grammar and spelling mistakes, please file a support ticket. We do not support editing reviews or replies outside of grammar and spelling mistakes at this point.

How can I delete a review or ask HubSpot to remove a review?

Only the HubSpot team can remove a review. If a review is offensive or otherwise violates HubSpot's guidelines, click Report at the bottom of a review. Once a review or a reply is reported, it will be reviewed by the HubSpot team.

Please note: we will only remove a review that is offensive, uses profane language or violates HubSpot's review guidelines.

What happens when a review or reply gets reported?

Any prospect, customer, or solutions partner can report a review or reply in the HubSpot Solutions Directory. When a review or reply is reported, the user reporting it will be asked to provide a reason and share additional comments. The review or reply will not be removed until a member of the HubSpot team reviews it and decides whether or not to remove it based on HubSpot's review guidelines.

When a review is removed, HubSpot will notify the user who reported it and the Solutions partner who the review was left for. If the review was left by a customer who authenticated with LinkedIn, we will not be able to email them. If the review was left by a logged-in HubSpot user, we will notify them that their review was removed.

The review count will go down and this review will no longer be included in the star ratings. This user will be able to leave a new review. When a reply is removed, we’ll notify the user who reported it and the solutions partner who wrote the response. The partner will be able to leave a new response.