Why aren't my customers leaving reviews?

We understand how hard it is to get your customers to leave you a review, which is why we're here to help!

Customers, by nature, will get distracted, forgetful or lazy when it comes to leaving a review, no matter how great the experience. Generally, you can expect a 10-15% response rate for reviews. Below are a few ways to help maximize that response rate! 

Beyond providing excellent customer service, it's important to let your customers know that you'll be sending them a Thank You message, so that they know to look out for it.  

  1. Ask your customers. Yep, it's that easy. 70% of people will leave a review when verbally asked. Are you asking your customers for that feedback prior to sending the Thank You messages? If not, saying something as simple as "we'll be sending you a thank you message and we'd appreciate your feedback," can make a significant impact on response rate. 
  2. Ask when your customer is the happiest. This may seem like a no-brainer, but a customer is much more likely to praise your business when he or she is still extremely happy with the experience. A happy customer may not leave such a great review weeks after the service is done. Don’t let a beaming customer slip away without kindly asking them to leave a review.
  3. Don’t ask for 5 stars, just ask for feedback. No one likes being told what to do, and if you’re begging for a 5-star review, you could leave a bad taste in your customer’s mouth. Instead, tell customers you would really appreciate it if they could leave some feedback on their experience. They will feel much more inclined to compliment you in their own words and they won’t feel forced, which could lead to negative reviews.
  4. Explain how reviews benefit them. Although reviews benefit you, the business, they also benefit the customer. Tell customers how their review can help you improve their experience next time around.

Check out blog and more common best practices for further tips on how to maximize your response rate!