When a file closes and a client provides us with glowing feedback, we respond by thanking them for their feedback and asking them to provide a Google rating or review. We have been doing this for about a month, and so far no one has provided any reviews or ratings. Likewise, we previously had customer survey at the end of files (to establish a NPS), but no one completed them... Are there magic words or a better time in the process to improve engagement?
The best time in the process to ask for a review is when your client is happiest with your product or service - either when you’ve just delivered it or you’ve achieved a great result for them.
You mentioned your clients leave you glowing feedback but don't respond when you ask them for a Google review.
Next time a client leaves you a glowing review, I would take their feedback and re-write it as a review, then email the client and ask them if they would mind leaving you a Google review as it really helps your business online. Tell them you’ve written a review based on their feedback to save them time, and leave them a link to your Google business page. It’s possible to not only link to your Google review page but have the 5 stars option pre-selected (Google it).
You want to make it as easy as possible for them to leave a review so they can simply click the link and paste in the review you wrote for them based on their own feedback. Most people should be happy to do this.