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Customer Feedback Collection Basics

Owners and managers of local, healthcare, and multi-location businesses who want a feedback system that produces real operational signal while staying fully compliant with Google's review policy and FTC endorsement guidance.

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Chapter 1 of 8 · 5 min

Feedback is not reviews — and why the difference matters

Server handing a small branded tent card to a smiling customer at a table

Reviews and feedback are different products doing different jobs. Reviews are public, promotional, and permanent — they're how prospects and AI answer engines decide whether you're worth choosing. Feedback is private, diagnostic, and a channel some customers prefer no matter how their visit went. A compliant program runs both channels and offers every customer the same equal choice between them.

How this stays Google-safe and FTC-compliant

This is the part most "review platforms" get wrong. "Review gating" — quietly filtering the ask so only happy customers are invited to post publicly — violates Google's review policy and the FTC's guidance on endorsements. ReviewPro is architected against it.

  • Every customer sees the same three equally-weighted options: post a public review, regenerate the draft, or share privately
  • The ask is identical for everyone — we never route based on sentiment or predicted rating
  • Private feedback is a channel the customer chooses, not a filter you apply
Anti-gating isn't a disclaimer for us — it's how the product is built. That's what keeps your Google profile safe and your marketing FTC-defensible.

The split, in one line

Reviews are for the next customer. Feedback is a service channel for the customer in front of you today. Neither is a substitute for the other, and neither is a way to influence which reviews get posted.