Ask at the right moment
Request feedback after a real service milestone when the customer has enough experience to respond meaningfully.
Make it easy
Use a direct, mobile-friendly path and clear expectations.
Respond consistently
Thank positive reviewers and address negative feedback calmly without exposing private customer details.
Route service issues
Negative feedback should create an internal recovery task rather than only a public-response task.
Measure trends
Track recurring themes and operational issues, not just average star rating.
Choose software
Compare software against this workflow rather than choosing from a feature list alone.