How to Encourage Happy Customers to Share Their Experience Online
In today’s digital-first world, word-of-mouth has gone online—and it’s more powerful than ever.
Whether you run a local café in Leeds, a boutique in London, or a plumbing service in Manchester, your next customer is almost certainly checking online reviews and testimonials before making a decision.
Glowing feedback from happy customers can be the difference between a new booking and a missed opportunity.
But while unhappy customers are often quick to leave a review, satisfied clients sometimes need a gentle nudge.
How can you encourage happy customers to share their experience online?
At Socially Spotted, we’ve helped hundreds of UK businesses turn great service into public praise.
Here’s your complete guide to getting more positive reviews and testimonials—authentically, ethically, and effectively.
Deliver an Experience Worth Sharing
Before you even think about asking for reviews, focus on delighting your customers.
Every interaction matters—from the first “hello” to the final thank you.
Go the extra mile with thoughtful touches, prompt communication, and genuine care.
Anticipate needs, resolve issues quickly, and make every customer feel valued.
When people walk away feeling special, they’re much more likely to want to tell others about it.
Example:
A bakery in York surprises customers with a free sample and a handwritten thank-you note.
Customers often snap a photo and share it on Instagram, tagging the bakery and spreading the word.
Ask at the Right Moment
Timing is everything.
The best time to ask for a review is when your customer is happiest—right after a successful purchase, a resolved issue, or a memorable experience.
Don’t wait too long; memories fade and enthusiasm wanes.
How to ask:
- In person, as you wrap up a transaction:
“We’re so glad you enjoyed your meal! If you have a moment, would you mind sharing your experience on Google or Facebook?” - In a follow-up email or text:
“Thank you for choosing us! Your feedback means the world to us. If you could leave a quick review, it would really help other customers find us.”
Tip:
Be specific and personal—mention the product or service they received, and use their name if possible.
Make It Easy to Leave a Review
Don’t make your customers hunt for where to leave feedback.
Provide direct links to your preferred review sites (Google, Facebook, Trustpilot, TripAdvisor, etc.) in your emails, receipts, or on your website.
The simpler the process, the more likely customers are to follow through.
Ideas to streamline the process:
- Create a “Leave a Review” page on your website with clickable links.
- Add QR codes to your business cards, receipts, or in-store signage that take customers straight to your review page.
- Include review links in your email signature.
Use Automated Follow-Ups
Automated email or SMS campaigns are a powerful way to remind customers to share their feedback.
Set up a system to send a polite follow-up a day or two after a purchase or appointment, thanking them for their business and inviting them to review you.
Personalise the message, keep it short, and include a direct review link for best results.
Example:
“Hi Sophie, thanks for visiting Socially Spotted Salon! If you loved your new look, we’d be so grateful if you could leave us a quick review here: [link].”
Incentivise—But Ethically and Transparently
Incentives can motivate customers to take action, but it’s crucial to do this transparently and within the rules.
Offer entry into a prize draw, a small discount on their next visit, or loyalty points for leaving a review—but always ask for honest feedback, not just positive comments.
Make sure your incentives comply with platform guidelines and UK advertising laws.
Example:
“Leave us a review this month and you’ll be entered into our prize draw for a £50 voucher! We value all feedback—good or bad.”
Leverage Social Media
Social media is a goldmine for encouraging and showcasing customer experiences.
Post links to your review pages and invite followers to share their stories.
Celebrate and re-share positive mentions or user-generated content (with permission), and run fun campaigns or challenges using branded hashtags to create buzz and inspire participation.
Example:
“Share a photo of your new hairstyle and tag us for a chance to be featured on our page!”
Display Reviews and Testimonials Publicly
When customers see their feedback displayed on your website, social media, or in your shop, it shows you genuinely value their input—and inspires others to contribute their own reviews.
Create a testimonials section on your website, use customer quotes in your marketing, or display a “Wall of Fame” in your physical location.
Tip:
Always ask for permission before sharing a customer’s name, photo, or review publicly.
Personalise Your Requests
A generic “Please leave us a review” is easy to ignore.
Personalise your request by mentioning the customer’s name, what they purchased, or a specific detail about their visit.
This shows you care and makes the customer feel valued.
Example:
“Hi Tom, we hope you’re loving your new kitchen tap! If you have a moment, we’d really appreciate you sharing your experience on Google.”
Train Your Team to Ask
Your staff are on the front lines of customer service.
Empower them to ask for reviews at the right moment and provide them with simple scripts or talking points.
Consider rewarding team members who successfully encourage customers to leave feedback, as this can boost motivation and results.
Use Surveys to Gather Feedback
If customers don’t have time for a full review, a quick survey can be a great alternative.
Send a follow-up email with a short survey and ask if you can share their comments as a testimonial.
This approach is especially useful for service businesses or B2B companies.
Run Review Campaigns and Contests
Occasionally, run a campaign encouraging customers to leave reviews, perhaps tied to a special event or milestone.
You could offer a prize draw for all new reviews submitted during a certain period, or highlight a “review of the month” on your social media.
Always be transparent about the rules and never pay directly for reviews.
Encourage User-Generated Content
Invite customers to share their stories, photos, or videos using your products or services.
User-generated content (UGC) is authentic, relatable, and highly persuasive.
Feature UGC on your own channels to build community and inspire others to join in.
Example:
“Post a photo of your new garden design with #SpottedGarden for a chance to win a free consultation!”
Respond to Reviews—Publicly and Promptly
Show customers you value their feedback by responding to all reviews—positive or negative.
Thank reviewers for their time, address any concerns, and let them know their input helps you improve.
This not only builds goodwill but also encourages more customers to share their experiences.
Example:
“Thank you so much for your kind words, Emily! We’re thrilled you enjoyed your visit and hope to see you again soon.”
Remind Customers Their Voice Matters
Sometimes, customers just need to know their feedback makes a difference.
Remind them that their reviews help you grow, improve, and serve others better.
When customers feel their voice matters, they’re more likely to take the time to share it.
Example:
“Your feedback doesn’t just help us—it helps other customers make confident choices. Thank you for supporting local businesses!”
Real-World UK Examples
- A London café sends a thank-you email with a review link after every online order, resulting in a steady stream of Google reviews.
- A Manchester hair salon features customer selfies and testimonials on Instagram Stories, encouraging others to tag the salon and share their own experiences.
- A Bristol plumber runs a quarterly prize draw for customers who leave reviews, always making it clear that all feedback—positive or constructive—is welcome.
FAQs:
How can I politely ask a customer to leave a review?
Be genuine and personal. Thank them for their business and explain how much a review would mean to your team.
Provide a direct link to make it easy.
Is it okay to offer incentives for reviews?
Yes, but be transparent and never pay for positive reviews.
Offer incentives like prize draws or discounts for honest feedback, and always follow platform guidelines.
What’s the best way to collect testimonials?
Use a mix of methods: ask in person, send follow-up emails with direct links, use surveys, and encourage user-generated content on social media.
How do I handle negative reviews?
Respond quickly, thank the customer for their feedback, and address their concerns professionally.
Show you’re committed to improving and learning from all feedback.
Where should I display customer reviews?
Feature them on your website, social media, Google profile, and in your shop or office. The more visible, the better!
Conclusion
Encouraging happy customers to share their experience online isn’t just about asking for reviews—it’s about creating moments worth sharing, making the process easy, and showing genuine appreciation for every bit of feedback.
By combining great service, thoughtful requests, and creative campaigns, you’ll build a library of glowing testimonials that boost your reputation, attract new customers, and help your business grow.
At Socially Spotted, we’re here to help you turn every happy customer into your best marketing asset—one review at a time.