Customer review request templates

How do I get more customer reviews?

Reviews arrive when the request is timely, easy and honest. Use these messages at the point the customer is most satisfied, then set out who asks, when and how you reply, so it happens consistently.

Purpose: Ask for honest feedback at the right moment, make the process easy and avoid practices that could mislead future customers.

Most useful for:: Organisations that rely on reputation, recommendation or local search.
Time required:: About 20 minutes

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Short email

Hello [name], thank you for choosing [organisation]. If you have a moment, would you leave an honest review about your experience? It helps other customers decide whether we are right for them. [direct review link]

After a visit or stay

Thank you for visiting [place]. We hope you enjoyed [specific part of the experience]. If you would like to share honest feedback, you can leave a review here: [link].

After resolving a problem

Thank you for giving us the opportunity to resolve [issue]. If you feel the matter has now been handled, you are welcome to update or leave an honest review here: [link]. There is no obligation.

In person

I am pleased that [specific outcome] went well. If you are happy to, I can send you a direct link to leave an honest review. Would that be useful?

Reply to a positive review

Thank you, [name]. We are pleased that [specific detail] worked well for you. We appreciate you taking the time to share your experience.

Reply to a critical review

Thank you for raising this. We are sorry that [briefly acknowledge issue]. We would like to understand what happened and see what we can do. Please contact [named route] with [reference or date] so we can look into it.

Review practice checklist

0 of 6 complete

Ask customers who have genuinely used the organisation.
Ask for an honest review, not a five-star review.
Use a direct link and keep the request optional.
Do not hide or suppress genuine negative reviews.
Clearly identify incentivised reviews where relevant and check current legal guidance.
Keep responses factual and never disclose personal information.

Set up your review process

Direct review link

Best point to ask

Channel

Responsible person

Response timescale

Monthly measure

Related advice

Keep going with the connected question and tools

Read the full answerHow do I get more customer reviews?Related toolLocal search and Google Business Profile checklistAudit the profile customers actually see in local search and on Maps, then keep it accurate with a short monthly review.Related toolLocal customer checklistWork through the foundations that produce local enquiries, then commit to the three actions most likely to bring customers in the next 90 days.Related toolCustomer question bank builderCollect the questions customers really ask, sort them by buying stage and priority, and turn the strongest one into a page that earns enquiries.

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