Google Customer Reviews opt-in and survey

The Google Customer Reviews survey enables customers to rate their purchase experiences with your site. If a customer opts in, Google sends them a survey after their order has been delivered. The Google Customer Reviews survey is designed to allow customers to review their entire shopping experience. By adding a few optional lines of code, you can also get customers to leave feedback on the specific item that they purchased on your site.

This article explains how to set up the survey opt-in and ensure that your customers can start filling it in.

The survey opt-in works on desktop and mobile. Make sure you add the opt-in code snippet to both your desktop and mobile sites.

How it works

Complete survey opt-in integration in order for Google Customer Reviews to work on your site. Opt-in integration allows Google to display the Google Customer Reviews survey invitation to your customers after they check out on your site. 

Note: You agree to show the opt-in to all customers as it appears consistently on your order confirmation page. Additionally, when you integrate the Google Customer Reviews survey opt-in on your site, you agree to share your customer's order confirmation email address with Google. 

Customise survey opt-in placement

Google Customer Reviews allows you to customise where you place the opt-in on your checkout page. We recommend placing the opt-in in the centre of the page, as placing it in the bottom right-hand corner of the page usually leads to lower opt-in rates. For complete details, see Integrate the survey opt-in module.

Google Customer Reviews

Illustrative Google Customer Reviews opt-in

Survey customer experience

For customers who opt in, Google may email a survey invitation after their purchase arrives. Customers must complete the survey in order for Google to collect their feedback as part of the Google Customer Reviews programme.

During the survey, customers rate their purchase experience at your shop from 1-5 stars and may provide free text comments if they choose. 

Illustrative Google Customer Reviews survey. For an example of survey text, see sample survey invitation.

After providing feedback about their experience with you, customers will be able to rate the item that they purchased and provide text feedback.This feature is available to your customers if you have completed the technical integration requirements for collecting product reviews via Google Customer Reviews, and provided product data for an order.

 

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