Make feedback easy without distorting authenticity.
A good review process is simple, transparent and repeatable. It should avoid incentives or selective practices that create an artificial picture of customer experience.
This guide is written to support real implementation decisions rather than provide a generic checklist.
Key points to understand
A direct review URL reduces friction and can be included in follow-up emails or service communications.
A QR code can help in physical locations or printed material where customers naturally encounter the business.
Thoughtful responses show that feedback is read and handled, especially when criticism needs context or resolution.
Create a process that fits the customer journey.
The best moment to request a review is usually after a meaningful service interaction has been completed.
Useful practicesAsk after a completed service · Keep instructions simple · Respond in a human tone · Monitor recurring feedback themes
AvoidBuying or incentivising reviews · Pressuring customers for a specific rating · Ignoring critical feedback · Posting templated responses everywhere