Key Terms
Key Terms
Required to know for this article specifically:
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Account owned by the Business
Business User = An individual account within a Hona Business Org
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. Which Hona features and settings are accessible to each User is determined by their User Role.
Client = Client of the Business
End-user of Hona Client and its features
Hona Client = Hona Client Portal interface where Clients can interact with Hona features
Business Users build Hona Client features in their Hona Business Org
Important to know in general:
"Project" is used interchangeably with "case" and "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = 2-way messages sent through Hona's 2-Way Messaging feature (typically sent via text)
Notifications = messages sent to the Client to notify them of Hona features you have configured (Project Type case updates, Forms, E-Signature requests, Review requests, etc). These are sent based on the Client's Notification Preferences.
Overview
Hona’s Reputation features help your firm actively manage and strengthen how Clients perceive your business. By configuring tools like NPS Surveys, Review Requests, and Automated Birthday Messages, you can collect meaningful feedback, encourage positive reviews, and maintain personal connections with Clients — all without adding extra work for your team. Setting up these features ensures that each Client interaction, from case updates to birthdays, contributes to a stronger reputation, increased loyalty, and more referrals.
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What is "Reputation"?
Reputation (in a business context) refers to how a Business is perceived by its Clients, partners, employees, and the public. It’s the collective opinion or trust that people have in the business based on past experiences, product quality, service reliability, ethics, and public behavior. A strong reputation often leads to increased customer loyalty, referrals, and overall success — while a poor reputation can damage trust and deter potential clients.
In short, “Reputation features” in software are tools designed to help a Business understand and shape how others perceive them.
What Reputation features does Hona Engage include?
Read below to understand what each feature does and why this improves Business's reputation.
NPS Surveys
NPS Surveys
Short for Net Promoter Score survey — these are a simple tool Businesses use to measure Client satisfaction and loyalty.
In Hona, these surveys appear in the Client's Portal after a Phase change occurs in their case tracker. When the Client opens their Portal to read the contents of the new Phase they are in, they are prompted to answer the 1-10 rating survey first. The question of the survey can be configured to by what the Business would like to collect feedback on.
To learn more, please visit How to Configure NPS Surveys.
Review Requests
Review Requests
This feature allows the Business to request an “overall review” from their Clients through Hona. This is different from NPS surveys which are also in Hona, but they are phase-dependent, so they are typically better used to get specific feedback instead of an "overall review." Something else that is different from NPS surveys is that these requests will trigger a notification to your Client requesting their review, whereas NPS surveys appear automatically within the Portal itself and do not trigger any notifications to your Client.
If configured in Hona, Review Requests will send via notification to your Client, and when your Clients open the link in that notification, it will take them to a short feedback survey to rate your Business 1-5 stars and comment on their entire experience with your firm. If you decide to automate Review Requests, we recommend automating this request to send at the end of a Client’s case, so the “overall review” also serves as a final review once their matter is complete.
If your Client leaves you a 5-star rating in Hona, they will be automatically redirected to your Google (or Yelp) Business review page to leave their 5-star review there as well. We find that Businesses who decide to configure this feature in their Org see a significant increase in their 5-star reviews. Increasing your 5-star Google reviews is one of the most effective ways to strengthen your Business’s online presence and credibility.
To learn more, please visit How to Configure Review Requests.
Birthday Messages
Birthday Messages
The automated Birthday Message feature sends birthday notifications to your Clients automatically, without any manual effort from your team. Once a Client’s birthday is in Hona, Hona will send them a birthday notification on the day of their birthday. What your birthday message says and who it sends to is configured in the settings of the feature.
To learn more, please visit How to Configure Birthday Messages.
Conclusion
Configuring Hona’s Reputation features will enhance your online presence and reinforce Client trust with every interaction. For any questions or concerns, please chat with our support team or email us directly at [email protected].