Ask after a real customer interaction
Invite feedback after a completed interaction using a simple, neutral request. Do not offer incentives for positive reviews or pressure customers to change what they say.
Make feedback useful to future customers
Where reviews are displayed, identify the source and avoid editing a customer statement into a stronger claim. Customers should be able to understand what the feedback actually relates to.
Respond with care
A calm, factual response can show that the business takes concerns seriously. Never publish personal details or argue about a customer experience in public.
Questions to consider
Can we publish every customer comment as a testimonial?
Only use feedback with suitable permission and keep the wording and source accurate.
Should a business remove negative reviews?
A business can report content that breaks a platform rule, but it should not try to suppress genuine customer feedback.