How to Get Customer Reviews

Introduction

Short answer: The fastest way to get customer reviews is to make leaving a review effortless, timely, and rewarding — and to automate that process within a single retention platform that centralizes review capture, display, and follow-up. By combining clear asks at the right moments, simple one‑click flows, and incentives tied to loyalty, merchants can steadily increase review volume and quality.

Reviews are one of the highest-leverage tools a store can use to drive conversions, improve SEO, and shorten time-to-purchase. Yet many merchants struggle with low response rates, scattered review systems, and "tool fatigue" from maintaining multiple point solutions. As a merchant‑first retention partner, our mission at Growave is to turn retention into a growth engine — helping brands get more reviews while using fewer tools. We’re trusted by 15,000+ brands and maintain a 4.8‑star rating on Shopify because we focus on outcomes: retain customers, increase lifetime value, and drive sustainable growth with a "More Growth, Less Stack" approach.

In this post we’ll cover the complete roadmap for how to get customer reviews: why they matter, the psychology and timing behind the ask, hands‑on templates for emails and SMS, automation flows you can implement today, ethical incentive strategies, how to handle negative feedback, and how to display reviews for maximum impact. Wherever a technical solution helps, we’ll show how our Reviews & UGC and Loyalty & Rewards features can be part of that workflow so you can replace multiple point solutions with a single retention platform. If you want to compare plans as you read, you can see plan details and pricing.

Main message: reviews are not a one‑off marketing tactic — they’re a repeatable system. Set up simple, automated pathways that capture feedback at the right moment, reward participation, and surface customer voices across product pages, home pages, email, and social proof channels.

Why Customer Reviews Matter

Customer reviews influence shoppers, search engines, and product teams. Here’s how they drive measurable outcomes for e-commerce brands.

Convert Browsers Into Buyers

Reviews reduce friction during purchase decisions. When shoppers see recent, relevant feedback — especially photos or videos — they’re more likely to trust product claims and complete checkout. Even a small improvement in average rating or the presence of many reviews on a product can materially lift conversion rates.

Improve Organic Visibility

Search engines favor fresh, user-generated content. Regular reviews create new, keyword-rich content tied to product pages and can lead to rich snippets (stars) appearing in search results, which increases click-through rates.

Increase Lifetime Value and Retention

Reviews aren’t just acquisition tools; they support retention. Customers who leave reviews are more emotionally invested in a brand. When you tie review activity into loyalty programs (for example, reward points for reviews), you boost repeat purchases and increase customer lifetime value.

Generate Product Insights

Reviews are free market research. Themes and recurring comments reveal product strengths and weaknesses, shipping and packaging issues, or opportunities for new SKUs. Acting on that feedback closes the loop and shows customers their voice matters.

Reduce Returns and Support Load

Detailed reviews and user photos help set clearer expectations, which cuts misaligned purchases and returns. Long-term, fewer returns mean lower costs and better profitability.

The Real Barriers Merchants Face

Before designing a solution, recognize why customers don’t leave reviews:

• Friction in the review flow (too many steps, logins, or forms).
• Poor timing (asking too early or too late).
• Diffused incentives or unclear value to the customer.
• Fear of negative exposure for your brand, leading to avoidance of proactive asks.
• Multiple, disconnected solutions creating “tool fatigue” for the merchant and inconsistent review experiences for customers.

Growave’s approach is to unify capture, incentives, display, and moderation so brands get more reviews without managing 5–7 separate systems.

Core Principles for Getting Reviews

Apply these principles across channels and tactics:

• Keep the path to submit as short as possible.
• Ask at moments of peak satisfaction (right after delivery, a great support call, or product onboarding).
• Personalize the request so it feels human and specific.
• Offer clear value to the reviewer (time savings, template, or small reward).
• Make it easy to add photos and video — visual proof converts better.
• Automate, but don’t automate everything — maintain human touchpoints for high-value customers.
• Capture and route negative signals internally to resolve issues before they become public.

Channels and Tactics That Work

Below we explore the channels where reviews are gathered, and practical scripts, templates, and flows you can use immediately.

Post-Purchase Email (High Volume, Low Cost)

Post-purchase email is the backbone of review capture for most merchants. Timing and content matter.

Best practices

• Send the first request after the customer has had enough time to use the product (timing varies by product category).
• Use short, clear subject lines that indicate the ask.
• Include a one-click button that opens the review form with product information pre-populated.
• Offer an optional photo upload step.
• Keep the email conversational and appreciative.

Subject line ideas (short, clear)

• "How did your [product] work out?"
• "Quick favor: Tell us what you think"

Example email body (template-style, adaptable)

• Thank you message + order reminder.
• One-sentence reason why reviews matter (helps other customers).
• One-click CTA: "Share a quick review" (link to review capture page).
• Optional prompt: "A photo or short video helps shoppers — add one if you can."
• Closing with small reward mention if you offer one.

If you want to automate and centralize review capture across product SKUs, our Reviews & UGC solution helps you send targeted review invitations, collect ratings and photos, and display that content on product pages and across your site. You can learn how to collect and display social reviews and UGC and streamline the whole process.

Post-Delivery SMS (Fast, High Open Rate)

SMS has a higher open rate than email and is excellent for quick review nudges. Use it sparingly and keep messages concise.

Best practices

• Keep messages under 160 characters for clarity.
• Include a short link that opens a mobile-optimized review form.
• Don’t over-message; one reminder is usually enough unless your segmentation shows otherwise.

Example SMS copy

• "Hope you’re loving your [product]! Would you share a quick 30‑second review? [link] — we read every one."

On-Site Widgets and Post-Purchase Thank-You Pages

An on-site review widget or a dedicated "leave a review" module on your thank-you page captures feedback while customers are still engaged.

Best practices

• Add a simple star rating and optional text field.
• Offer a photo upload to increase authenticity.
• Ensure the widget is mobile-friendly.

You can embed review widgets directly on product pages and checkout thank-you pages. Our Reviews & UGC solution provides customizable widgets that match your store’s look, reducing complexity and centralizing display.

In-Person and Retail

For brands with physical touchpoints, the in-person ask is extremely effective.

Best practices

• Train staff to ask when a customer expresses positive feedback.
• Use tablets or QR codes posted at checkout to make leaving a review immediate.
• Offer a small loyalty reward (points, discount code) for completing a review.

Signage copy example

• "Loved your purchase? Scan to leave a quick review and earn points."

Integrating review capture with a loyalty program multiplies the effect, turning feedback into repeat purchases. See how to reward customers with points for reviews.

SMS and App Notifications for Repeat Customers

If you have an app or opt-in SMS list, set up event-based triggers that request reviews after meaningful usage events (e.g., first use, milestone, refills).

Best practices

• Segment based on usage to avoid asking someone who hasn’t used the product yet.
• For subscription or consumables brands, ask after a refill or a successful second delivery.

Social Media and UGC (Organic and Amplified)

Encouraging customers to share photos and short reviews on social channels increases reach and generates content you can repurpose.

Tactics

• Run campaigns asking customers to tag your brand with a unique hashtag and offer a chance to be featured.
• Create highlight reels of customer content on your product pages.
• Repurpose permissioned social content in product ads and emails.

Our Reviews & UGC tool simplifies permission capture and helps you repurpose user content legally and at scale. Read how to collect and display social reviews and UGC to amplify your best customer stories.

Loyalty Integration (Turn Reviews Into Repeat Business)

Pairing review asks with a loyalty system is one of the most sustainable ways to increase review volume and keep customers engaged.

How it works in practice

• Customer submits a review and earns points they can redeem on future purchases.
• Points can be tiered for richer content (photo/video reviews earn more points than text-only reviews).
• Use earned points as both a reward and a motivator for continued engagement (referrals, wishlist saves, social shares).

This approach aligns incentives ethically: customers receive value for investing time, and you build a flywheel of reviews and repeat purchases. Learn more about how to create a loyalty program that drives reviews and retention.

Review Cards, Receipts, and Packaging Inserts

A physical reminder can be effective for in-store purchases or unboxing experiences.

Ideas

• Include a small card with a QR code directing to a review form.
• Add a note on the packing slip: "Tell us what you think — earn points."
• Insert a card asking for honest feedback and offering instructions for leaving a review.

Calling and Live Chat Follow-Ups

For high-touch products or services, personal follow-up from a customer success rep can lead to thoughtful reviews.

Best practices

• Ask satisfied customers for a review within a follow-up call or chat, and then email a one-click link.
• Prioritize customers who expressed gratitude or gave high CSAT/NPS scores.

Automation Flow: A Practical Playbook

Here’s a blueprint you can implement that captures 80% of the value without unnecessary complexity. (We present this as a flow; avoid numbered steps — instead, read it as a sequence.)

• Trigger: Order status updates to "delivered" or “received.”
• Wait period: Allow usage time based on product type (few days for consumables, 10–20 days for apparel, 30–45 days for durable goods).
• First touch: Send a personalized email asking for a review with one-click CTA and photo upload prompt.
• Branch logic:
  • If a customer clicks and leaves a positive review (4–5 stars), show them a thank-you page with social share buttons and an option to redeem loyalty points.
  • If a customer indicates dissatisfaction (1–3 stars or negative text), route the submission to customer support for rapid resolution and do not auto-publish the negative content. Offer to replace or refund and invite them to update the review after resolution.
• Reminder: If no action, send a single polite reminder after a week.
• Incentive delivery: If reviews are rewarded with points, automatically credit the loyalty account after moderation.
• Display: Automatically push approved reviews to product pages and to a reviews feed in your storefront and marketing emails.

Implementing automated branching logic reduces the risk of public negative reviews while ensuring satisfied customers are amplified. Our platform supports these flows, combining review capture, moderation, and loyalty credits to keep everything synchronized.

Crafting the Ask: Scripts & Templates

Language should be concise, human, and clearly explain why the review matters. Below are adaptable templates for common channels.

Email review request template (short)

• "Hi [First Name], thanks for your order! We hope [product] is everything you wanted. If you have 60 seconds, could you share a quick review? Photos help other shoppers. [Leave a review] — thanks so much."

SMS template

• "How’s your [product]? Tell us in 30 seconds and get [X] points. [link]"

In-store script for staff

• "I’m glad you liked that — if you don’t mind, you could tap this QR and leave a short note for other customers. We’ll add points to your account."

Review reminder copy (for those who clicked but didn’t submit)

• "A quick reminder: your feedback helps other shoppers (and we’d love to hear from you). Add a review and earn [X] points."

Response to a positive review (public response example)

• "Thanks so much for the kind words! We’re thrilled you’re enjoying it. If you’d like, you can earn extra points by adding a photo to your review."

Response to a negative review (public response example)

• "We’re sorry to hear this experience wasn’t ideal. We’ll reach out via private message to make things right. Thank you for the feedback — it helps us improve."

Always acknowledge and thank reviewers — public engagement encourages more reviews.

Incentives: What Works (Ethically)

Incentives increase response rates but must be handled ethically.

Best practices

• Reward for any review, not just positive ones. This removes bias and keeps you compliant with most platform rules.
• Structure rewards to encourage richer content: small reward for text, larger points for photos/video.
• Be transparent about rewards on the review page.
• Keep the reward modest (points, coupon, entry into a monthly draw) — it should be appreciation, not a bribe.

Loyalty programs are ideal because points are a soft incentive that create long-term value and repeat purchases. You can set rules so points are granted after moderation, preventing gaming and ensuring quality. For a straightforward way to integrate rewards into your review workflow, explore how to reward customers with points for reviews.

Handling Negative Reviews

Negative reviews happen. The way you manage them can turn detractors into promoters.

Guiding principles

• Respond quickly and publicly to show you care.
• Acknowledge feelings, apologize where appropriate, and propose a remedy.
• Take the detailed resolution offline when possible (DM, email, or phone).
• When resolved, ask the customer if they would be willing to update their review.
• Internally, log and analyze negative feedback to prevent recurrence.

Example public response pattern

• Thank -> Empathize -> Offer solution -> Move to private channel -> Learn

Treat negative feedback as a source of product and process improvement. Repeated negative signals around the same issue are a priority fix for product teams.

Displaying Reviews for Maximum Impact

Where and how you display reviews alters their effectiveness.

High-impact placements

• Product pages: Use the review summary at the top of the page and highlight recent photo reviews.
• Homepage/social proof blocks: Show rotating snippets of recent reviews.
• Category pages: Aggregate ratings for category trust signals.
• Checkout reminders: Small review badges can reduce cart hesitation.
• Rich snippets: Implement structured data so search engines can show star ratings in results.

Visual elements that improve trust

• Star averages and number of reviews.
• Recent date labels (recency matters).
• Photo and video thumbnails.
• Verified-buyer labels.
• Filters for review types (size, use-case, skin type, etc.), which help shoppers find relevant feedback.

Our Reviews & UGC solution offers customizable widgets and automatic structured data so you can surface the right reviews where they matter most without stitching together multiple services.

Measurement: What to Track

Monitoring the right metrics helps you optimize.

Key metrics

• Review volume (per product and overall).
• Review recency (share of reviews in last 30/90/180 days).
• Average rating and distribution.
• Photo/video submission rate.
• Conversion rate lift on pages with reviews vs without.
• Incremental revenue from loyalty-redemptions tied to reviews.
• Time-to-resolution for negative feedback.

Build a dashboard that tracks these over time and ties review activity to conversion and retention outcomes so initiatives can be measured and iterated on.

Legal and Platform Policies

Different platforms have rules about incentivized reviews. General guidance:

• Disclose incentives where required.
• Avoid asking for only positive reviews.
• Avoid scripting or ghostwriting reviews.
• If requesting reviews on third-party platforms, follow their terms of service.

When in doubt, reward participation (any review) rather than positivity. That keeps your program ethical and platform-friendly.

Scaling Reviews Without Adding Tools

Many merchants pile on specialized solutions for review capture, UGC, loyalty, referrals, and social shopping. That creates complexity and data silos. Our "More Growth, Less Stack" philosophy means a single retention suite handles these functions together so you can:

• Capture ratings, text, and photos in one flow.
• Reward and record points for review activity in the same platform.
• Moderation and approval flows tied to display widgets.
• Repurpose permissioned UGC for marketing campaigns.
• Route negative reviews into support workflows.

Consolidating tools reduces maintenance, speeds iteration, and increases the chances that review data is actionable across teams.

If you’re evaluating consolidation, consider how centralized plans and integrations can reduce manual work and create cohesive customer journeys — or install from the Shopify App Store to try these flows live in your store.

Common Mistakes and How to Avoid Them

Avoid these pitfalls that undermine review programs:

• Asking too soon or too late: align timing with product usage.
• Making review forms long and cumbersome: shorter is better.
• Ignoring negative feedback: silence kills trust.
• Rewarding only positive reviews: creates biased content and can violate guidelines.
• Using multiple disconnected solutions: leads to inconsistent customer experiences.

Instead, use short forms with optional photo upload, automated timing triggers, reward neutrality, and unified tools to keep everything coordinated.

Practical Implementation Checklist (For Merchants Ready to Start)

Use this checklist as a sequence of high-impact actions to implement right away. These are presented as a set of tasks and considerations, not numbered steps.

• Decide the primary review capture channels for your customers (email, SMS, on-site).
• Choose timing windows for each product category based on typical usage.
• Create simple templates for email, SMS, and on-site copy.
• Set up a review form with one-click submissions and photo upload.
• Decide on incentive structure (if any) and integrate with loyalty.
• Implement review moderation rules and a private routing path for negative feedback.
• Add review widgets to product pages and request structured data for rich snippets.
• Create a dashboard to monitor volume, recency, and impact on conversions.
• Test and iterate: A/B test email subject lines, CTA placement, and incentive amount.

If you want to streamline implementation and reduce technical overhead, you can see plan details and pricing and explore how our retention suite ties these elements together. You can also install from the Shopify App Store to get started quickly.

Putting It All Together: Example Workflows (No Fictional Cases)

Below are two practical, general workflows you can adapt to your store’s cadence.

Workflow A: Standard e-commerce product (fast feedback loop)

• Trigger: shipment delivered.
• Wait: 7–14 days depending on product.
• Capture: email with one-click review link + photo upload.
• Incentive: credit X loyalty points for any review; bonus for photo/video.
• Moderation: auto-publish 4–5 star reviews; send 1–3 star text to support queue.
• Display: approved reviews pushed to product page widget and homepage carousel.

Workflow B: High-touch product or subscription

• Trigger: second successful use or after the first refill.
• Capture: in-app prompt (or SMS) asking for short feedback.
• Incentive: points + entry into monthly draw for more engaged feedback.
• Resolution: dedicated CX rep follows up on detractors.
• Rewards: points delivered after review moderation.

Both workflows are built to scale and prioritize timely asks, minimal friction, and clear value exchange. For built-in support for these flows, check how to collect and display social reviews and UGC and how to reward customers with points for reviews.

Scaling to Enterprise and Multi-Channel

As brands grow, review systems need governance and cross-channel integration.

Considerations for scale

• Review governance: approve rules, moderation SLAs, and legal checks.
• Cross-channel consistency: unify messaging across email, SMS, and in-store.
• Localization: translate review invites and forms for international customers.
• API-first approach: export review data into BI tools for analysis.
• Headless storefronts and Shopify Plus merchants can benefit from integrations that serve reviews into custom experiences; our platform supports scalable solutions for larger teams and enterprise flows — learn more about our Shopify Plus solutions and enterprise capabilities by exploring our platform resources.

Measuring ROI

Tie review activity to revenue by tracking:

• Conversion lift on pages after review widget activation.
• Repeat purchase rate among customers who left reviews.
• Average order value and LTV changes correlated with loyalty redemptions.
• SEO traffic increases from review-rich product pages.

Create experiments where you turn on review capture for a subset of SKUs and measure conversion and retention differences. These experiments provide data to justify broader rollout.

Final Thoughts

Customer reviews are both a mirror and a megaphone: they show you what’s working internally and amplify the voice of delighted customers. The best programs combine simple, timely asks with ethical incentives and unified tooling so your team spends less time stitching systems and more time turning feedback into growth.

We build for merchants, not investors. Our mission is to help you turn retention into growth, and the easiest way to do that is to create repeatable systems that capture great customer feedback and make it work harder for your brand. We help merchants replace a confusing stack of fragmented solutions with one retention suite that captures reviews, powers loyalty, and unlocks UGC — delivering more growth with less overhead.

Explore how this works in practice by viewing our plan options and starting a trial: see plan details and pricing. If you prefer to get the platform up quickly, you can also install from the Shopify App Store.

Explore our plans and start your 14‑day free trial today to begin collecting more reviews and building stronger customer retention.

FAQ

How soon should I ask for a review after purchase?

Timing depends on product usage. For consumables or simple items, a week or two post-delivery works well. For durable goods or items that require break-in, wait 30–45 days. The key is to ask when the customer has had enough time to form a genuine opinion.

Should I reward reviews with points or discounts?

Yes — but reward any honest review, not just positive ones. Points in a loyalty program are an effective, ethical incentive that encourages repeat purchases and deeper engagement. Offer modest rewards and consider tiering points for richer content like photos or videos.

What if a customer leaves a negative review?

Respond quickly and empathetically. Offer to resolve the issue offline (private message, email, or phone). After resolution, invite the customer to update the review. Use the feedback internally to fix product or process issues.

How can I display reviews without slowing down my site?

Use a centralized reviews solution that provides lightweight widgets and lazy-loading for images. Push only the most relevant content to key pages and use paginated feeds for full archives. Our Reviews & UGC solution includes optimized widgets to keep load times low while showing the most persuasive customer content.

If you’re ready to turn reviews into a growth engine — with fewer tools and more impact — see plan details and pricing and start your 14‑day free trial today.