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Customer Reviews Guide

Collect, manage, and respond to customer reviews across major platforms while protecting your reputation.

Rafael avatar
Written by Rafael
Updated this week

Overview

The Customer Reviews feature helps you strengthen your brand with authentic feedback, attract new clients through social proof, and handle concerns privately before they appear publicly. Reviews can be collected from Google, Yelp, Facebook, and Nextdoor, while all feedback remains centralized in CleanCloud.

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.

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

How to set up Customer Reviews

Enable Marketing Pro

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

Important: Google search terms are set automatically during setup based on your store name and location. They cannot be changed unless incorrect.

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: Customers receive a prompt after order completion.

  • Positive feedback: Ratings of 4–5 stars guide customers to Google, Yelp, or Facebook to leave public reviews.

  • Private feedback: Negative ratings are directed to a private form so you can resolve concerns internally.

👉 Important: Even customers selecting 4–5 stars can still choose to leave internal feedback only (via Prefer to give direct feedback to us?). This option cannot be hidden and ensures customers always have the choice to respond privately.

Important: Customers must have opted in to marketing under Settings → Enable Marketing Email & SMS Opt-In. Respect opt-out preferences—do not send review requests to customers who have not opted in.

Tracking and managing reviews

  1. View public reviews

    • Go to Settings → Marketing → Reviews.

    • If counts differ from Google, confirm your Google Search Terms settings.

    • If still incorrect, contact Support to reset the integration (syncs within 24 hours).

  2. View customer feedback

    • Go to Metrics → Reviews.

    • Sort customer feedback by time period or staff member.

Creating custom review request templates

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.

FAQs

Can I customize the review request message?

The message is standardized in the POS, but you can customize review emails on Grow/Grow+ plans. For SMS, customization requires additional fees.

What happens if a customer leaves negative private feedback?

You’ll receive the feedback by email and can respond directly to resolve the issue before it becomes public.

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

Reviews usually sync within 24 hours but may take longer during peak times.

🛟 Need more help?

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

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