Review generation should make it easier for genuine customers to share honest experiences. It should not manufacture sentiment or route only happy customers to public platforms.
Choose a meaningful moment
Ask after the customer has enough experience to provide useful feedback: delivery, completion, a resolved support case or another genuine milestone. Different services may require different timing.
Invite consistently, not selectively
Use objective eligibility rules so comparable customers receive the same opportunity. Keep language neutral and never send only positive respondents to a public platform.
Respect rules and customer choice
Do not offer payment, discounts or benefits for posting, changing or removing reviews. Customers must remain free not to respond and should not be pressured toward a particular score.
Measure process health
Track delivery, response rate, profile mix and themes. Unusual bursts or repetitive feedback can appear less credible. Use the findings to improve both the customer experience and invitation process.
Practical checklist
- Define objective customer eligibility
- Choose a meaningful invitation moment
- Use neutral language and correct links
- Prohibit incentives and review gating
- Audit volume and platform compliance
This guide is informed by the platform or service guidance linked below. Policies can change, so check the current source before acting.
Google guidance for getting more reviewsNeed a plan for your organisation?
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