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Customer Reviews

How to collect and manage customer reviews to boost your business reputation and attract new clients.

Rafael avatar
Written by Rafael
Updated over a week ago

Overview

The Customer Reviews feature helps you leverage positive feedback to strengthen your brand while handling concerns privately. You'll be able to collect reviews on popular platforms like Google, Yelp, and Facebook, all while maintaining control over your business reputation.

Key benefits

  • Build trust with potential customers through authentic reviews

  • Attract new clients with positive social proof on major platforms

  • Handle negative feedback privately before it becomes a public review

  • Automate review requests to streamline the collection process

  • Track performance with comprehensive review analytics

Important: The Customer Reviews feature is available on Grow and Grow+ plans. Contact our team at [email protected] or reach out to Support to discuss upgrade options.

How to set up Customer Reviews

Enable Marketing Pro settings

Before you can start collecting reviews, you'll need to activate the system:

  1. Navigate to Settings → Admin → Marketing → Marketing Pro

  2. Complete all required fields to activate the review system

Configure review platforms

You'll need to set up direct links to your business profiles on each platform where you want to collect reviews.

Google Search Terms

📌 Note: This is set automatically by CleanCloud based on your store name and location added during setup. It cannot be changed unless it's not working correctly.

To update your Google Search Terms if needed:

  1. Contact our support team for assistance

  2. Use Google's Place Finder to locate your business

  3. Enter your business name and copy the full name and address

  4. Provide this information to support for updating

Example: SpinXpress Laundry - McAllen, TX, USA

Google Direct Review URL

  1. Obtain your Place ID from Google's Place Finder

  2. Replace {place_id} in this link: https://search.google.com/local/writereview?placeid={place_id}

  3. Add the complete URL to CleanCloud

Example: https://search.google.com/local/writereview?placeid=ChIJpdCydfSnZYYRvXLfN7K51iQ

💡 Tip: Copy and paste this address into your browser to verify it takes you to the correct Google reviews page.

Yelp URL and Direct Review URL

For your Yelp business page:

  1. Copy your Yelp business web address

  2. Paste it into the Yelp URL field

For direct review requests:

  1. Navigate to your Yelp page and click Write a Review

  2. Copy the URL up to the first question mark (?)

  3. Paste it into the Yelp Direct Review URL field

Example transformation:

  • From: https://www.yelp.com/writeareview/biz/abc123?source=biz_details

  • Use: https://www.yelp.com/writeareview/biz/abc123

💡 Tip: Test this URL in your browser to ensure it takes you to the Yelp review page.

Facebook URLs

For your Facebook page:

  1. Copy your Facebook page URL

  2. Add it to the Facebook URL field

For direct reviews:

  1. Add /reviews to your Facebook page URL

  2. Add this to the Facebook Direct Review URL field

Example: https://www.facebook.com/yourbusiness/reviews

Nextdoor Direct Review URL

  1. Add /recommend to your Nextdoor page URL

  2. Enter the complete URL

Example: https://nextdoor.com/pages/yourbusiness/recommend/

Set up notifications and frequency

New review notifications

Enter the email address where you want to receive notifications about new reviews.

Review request timing

Control when and how review requests are sent:

Trigger options:

  • After X orders

  • After every X orders

Send options:

  • By email

  • By SMS

  • Push notification

Delay options: Set a delay before sending review requests (for example, 1 day after order completion to ensure customer satisfaction).

Print QR codes for in-store reviews

  1. Go to the Marketing page

  2. Click Print Review Us QR Code to generate a scannable code for customers

  3. Display the QR code in your store for easy customer access

How Customer Reviews work

The customer experience

  • Review request sent: Once an order is completed, customers receive a request via their preferred method (email, SMS, or push notification).

  • Positive feedback: Customers with positive experiences are guided to leave reviews on Google, Yelp, or Facebook.

  • Negative feedback: Customers with concerns are directed to a private form to share feedback directly with your team, preventing negative public reviews.

Important: Customers must have opted in to marketing under Settings → Enable Marketing Email & SMS Opt-In. Respect opt-out preferences and do not send reviews to customers who haven't opted in.

Tracking and managing reviews

View public reviews

  1. Go to Settings → Marketing → Reviews to view public reviews from platforms like Google or Yelp

If your review count doesn't match what you see on Google:

  1. Go to Settings → Admin → Marketing → Google Search Terms and confirm your settings

  2. If still incorrect, contact Support - we can reset the integration, which usually syncs reviews within 24 hours

View customer feedback

Go to Metrics → Reviews to see customer comments, sortable by time period or staff member.

Creating a Template for Customer Review Requests

You cannot personalize the default review message in the POS, but you can create custom email templates for review requests if you're on Grow or Grow+ plans.

  1. Go to Settings → Marketing → Email Templates

  2. Select Create Email Template

  3. Select the Template Action as Review Request Email

  4. Customize your message content and formatting

For SMS customization or more advanced personalization options, custom fees apply. Learn more about customizing SMS and email notification content.

Best practices

  • Timing matters: Set review request delays to ensure customers have received their orders and are satisfied before asking for feedback.

  • Monitor regularly: Check your review metrics weekly to identify trends and address any recurring concerns.

  • Respond promptly: Use private feedback to address issues quickly and turn potentially negative experiences into positive ones.

🪄 Pro tip: Train your team to mention reviews during positive customer interactions - satisfied customers are more likely to leave reviews when reminded.

Frequently Asked Questions

Can I customize the review request message?

The review request message is standardized in the POS, but you can control the timing and method of delivery to optimize response rates. For emails, you can create custom templates using the Email Template Builder (available on Grow/Grow+ plans). For SMS customization or more advanced personalization, custom fees apply.

Learn more about the Email Template Builder guide.

What happens if a customer leaves negative private feedback?

You'll receive the feedback via email and can address the customer's concerns directly before they consider leaving a public review.

How long does it take for Google reviews to sync with CleanCloud?

Review syncing typically occurs within 24 hours, but may take longer during high-traffic periods.

🛟 Need more help?

Explore our Help Center articles for answers. Contact us for further assistance.

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