If you've sent review requests and gotten almost nothing back, the problem usually isn't that your customers don't like you — it's one of a handful of specific, fixable issues in how and when you're asking. Here's how to diagnose which one is actually happening.
A request sent a week after the visit is competing with everything else that's happened in a customer's life since then. The experience has to be fresh for a customer to bother writing about it — requests sent within hours of a service or a few days of a delivery convert far better than ones sent later.
"Please take a moment to share your experience" sounds polite, but it asks the customer to do the hardest part — coming up with what to say — entirely on their own. Every bit of effort between the request and a finished review loses more people. The fix is shrinking the task: guided, multiple-choice prompts that produce a review in under a minute convert at a much higher rate than an open-ended ask.
Even a well-timed, well-worded request fails here if the link just opens Google's bare review form. Staring at an empty text box is the single biggest point where customers who intended to leave a review simply don't. This is usually the highest-leverage fix on this entire list.
A review request that depends on a staff member remembering to send it will be inconsistent by definition. Businesses that get a steady stream of reviews almost always have the request automated into a workflow that already happens for every customer — the receipt, the follow-up text, the post-service email — not a manual task someone has to remember.
If your only review channel is email or text, you're missing every customer who didn't leave contact information — which, for many retail and service businesses, is a large share of transactions. A QR code at the point of sale catches exactly this group.
Walk through your own request as a customer would: how long after the visit does it arrive, how many steps does it take, and what does the customer actually see when they click? Most low response rates trace back to one of those three answers being wrong, not to customers simply not wanting to help.
Pruvvn fixes the two biggest leaks at once: a guided flow instead of a blank page, sent automatically through the touchpoints you already use. See how it works.
The experience stops being fresh in their mind, and requests sent within hours (for services) or a few days (for deliveries) consistently outperform ones sent later.
Landing in a blank review text box. Most customers who click a review link intend to leave one, then abandon it once they have to write it from scratch.
Automated. A request that depends on staff remembering to send it will always be inconsistent, while automating it into an existing workflow (receipt, follow-up text) produces a steady stream.
A QR code at the point of sale (register, receipt, checkout table) catches these customers, since it doesn't rely on having their email or phone number.