Ask a simple recommendation question first, send happy customers to the public review link, and route unhappy customers into private recovery before the complaint goes public.
Visit → private ask → triage Flow → route → public review or recovery. Protects reputation while capturing feedback.
Smart review triage with Flow rating and stacked Google or recovery paths.
Hi {{first_name}}, thanks for visiting {{location_name}}. Share feedback privately first — we read every reply.
Private feedback — not posted publicly. We route 5-star experiences to Google; lower scores go to our manager.
Overall rating
Managed by
So glad you had a great visit, {{first_name}}! Mind sharing on Google? It takes under a minute.
We're sorry it wasn't right. {{manager_name}} will call you today to fix it.
Private feedback first — triage before public review asks.
Emoji triage Flow — routes score to HubSpot branches.
Google vs recovery stack — promoters get place ID link; detractors alert manager.
The best review flows ask the right people at the right moment and give unhappy customers a private route to resolution.
Blanket review requests send unhappy customers to public channels and force happy customers through too many steps.
Add Google place-ID links, recovery SLAs, sentiment tagging, tap-to-review attribution, and owner alerts for private complaints.
Do not hide legitimate negative feedback, avoid fake gating, keep recovery genuine, and measure submitted reviews rather than just taps.
The point: the public review path is for advocates; the private path is for fixing problems.
Public rating went up because complaints finally had a private recovery route.
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Turn happy customers into public reviews and unhappy customers into private recovery tasks.
