Testimonial Approval Workflow
A process for reviewing, approving, or rejecting submitted testimonials before they go live on a website.
A testimonial approval workflow is a systematic process for reviewing customer-submitted testimonials before they're published on a website or used in marketing materials. This workflow typically includes: initial submission review (checking for quality, relevance, and appropriateness), editing or trimming (especially for video testimonials), requesting customer approval for edits, tagging and categorization, and final publication. Approval workflows protect brand quality while ensuring legal compliance. They're especially important for regulated industries (healthcare, finance) where testimonial content must meet specific guidelines. Most testimonial platforms provide built-in approval workflows with status tracking (pending, approved, rejected).
Frequently Asked Questions
Should I edit customer testimonials before publishing?
Minor edits for clarity, grammar, or brevity are acceptable — but always get the customer's approval before publishing edited versions. Never change the meaning or add claims the customer didn't make. For video testimonials, trimming dead air or selecting the best segment is standard practice. Transparency and customer consent are key.
What should I do with negative or mediocre testimonials that come in?
Don't publish them as testimonials, but don't ignore them either. Negative submissions are valuable product feedback — route them to your customer success team for follow-up. A customer who had a poor experience but receives a thoughtful response may eventually become a strong advocate. Use your approval workflow to filter these into a feedback channel rather than deleting them.
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