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?
I am in the service business sector and the trick is to ask multiple times during the customer life cycle. My crews are trained to ask during and after the project is completed. Then someone in the office calls and emails to follow up asking for a review. Seems to work well for us!