Why don’t customers leave reviews on Google – and how can you change that?

Small and medium – sized business owners often ask themselves, “Why do satisfied customers so rarely leave reviews?”
Good reviews are one of the most effective local marketing tools today-they build reputation, increase trust, and improve visibility on Google. According to BrightLocal research, as many as 87% of consumers read online reviews about local businesses before making a purchase decision.

If customers rely so heavily on reviews, why do so few actually leave them? Here are the most common reasons – and proven ways to change that.

1. Customers forget to leave reviews

Even if the customer is satisfied, they simply have other things on their mind. Research shows that over 70% of customers say they want to leave a review, but less than 10% actually do so. A positive experience quickly fades into the background as soon as the customer leaves the store, salon, or restaurant.

How to change that?

• Ask for feedback immediately after a purchase or service – preferably within 30–60 minutes, when satisfaction is fresh.
• Use the channel that the customer responds to most quickly – SMS, email, in-app notification.
• Automate this process – with tools like Loymee, you can set up an automatic request that will reach the customer at the perfect moment.
  

Example:
A hair salon in Krakow implemented automatic SMS notifications with a link to reviews. Within a month, the number of new reviews increased by 55%, and the average rating improved from 4.5 to 4.8 stars.

2. No clear call to action (CTA)

Satisfied customers often remain silent, while dissatisfied ones are more likely to respond. Counting on customers to leave reviews “on their own” is not very effective.

How to change that?

• Ask directly, but politely:
• “Thank you for your purchase! Could you share your opinion on Google? It will take less than a minute.”
• Include a simple link – in a text message, email, on the receipt, or on a note in the package.
• Also place a CTA on your website (e.g., “Leave a review of our service”).
  

Why does it work?
People rarely take action unless they receive a clear signal. A short, unambiguous call to action can double the number of reviews posted.

3. The process of issuing opinions is too difficult.

If a customer has to search for the right page, log in, or fill out a complicated form, they will likely give up.

How to change that?

• Send a direct link to the review on Google – one click and you’re done.
• Eliminate unnecessary steps – no logins, codes, or long surveys.
• Make sure you have a mobile version – most customers respond to requests from their phones.

4. Customers do not see the value of their opinion

Not everyone realizes how much reviews help companies and other users make decisions.

How to change that?

• Show why reviews are important:
• “Your opinion really helps us grow and supports other customers in their choices.”
• Thank everyone who leaves a review – even if it’s just a quick text or email.
• You can also show an example: “Thanks to our customers’ reviews, we’ve introduced a new service – thank you for helping us grow!”

5. Feedback fatigue

Nowadays, every company asks for feedback. Customers may get tired of this and ignore messages.

How to change that?

• Personalize your requests: use the customer’s name and refer to a specific service or product.
• Don’t send requests too often – only when it really makes sense (e.g., after a major purchase, not after every small transaction).
• Vary the content of your messages-avoid repetitive, boilerplate messages.

Checklist: How to increase the number of reviews on Google?

1. Ask customers for feedback immediately after a transaction.
2. Add a clear, personal call to action (CTA).
3. Simplify the process – one click is enough.
4. Show customers that their feedback has a real impact.
5. Personalize messages and don’t spam.
   

FAQ – frequently asked questions about Google reviews

Can I ask every customer for a review?
Yes, as long as you do so in a polite and non-intrusive manner. Avoid offering gifts in exchange for reviews – Google may consider this a violation of its policies.

Can negative reviews be harmful?
One or two bad reviews are not a problem – customers can see that the reviews are authentic. It is important to respond quickly and show that you are solving problems.

How quickly will I see results?
In many companies, the number of reviews increases within a few weeks of introducing a simple review request system.