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Make honest customer feedback easier to request and manage.

A completed service is a useful moment to ask how it went. Ember helps set up the agreed feedback request and review process, with clear ownership for the responses that need your attention.

Book a demo See a sample feedback path
Maple PaintingCustomer feedback example
“How did your visit go?”

We would appreciate your honest feedback about the experience.

The room looks great. Could someone clarify the care instructions for the painted wall?

Response owner: AveryTeam follow-up needed
Fictional feedback · No review submittedExplore the feedback path

HONEST FEEDBACK, CLEAR OWNERSHIP

Ask for an honest account of the experience.

A clear feedback request should make it easy for an eligible customer to respond. We agree when the request is sent, which approved destination it uses and how the wording represents your business.

The public review destination must not depend on a positive response.

Example feedback request · Fictional painting visit · No review or message is submitted.

A request for the customer’s own words.

Customer feedbackMaple Painting · Fictional business
Demo
Maple Painting

Thanks for choosing us. How did your visit go? We would appreciate your honest feedback about the experience.

3:30 PM
Response owner: AveryAwaiting honest feedback
Maple Painting

Thanks for choosing us. How did your visit go? We would appreciate your honest feedback about the experience.

3:30 PM
Jamie Parker

The room looks great. Could someone clarify the care instructions for the painted wall?

4:02 PM
Response owner: AveryTeam follow-up needed
Jamie Parker

The room looks great. Could someone clarify the care instructions for the painted wall?

4:02 PM
Team · Response draft

Thanks for sharing your experience, Jamie. We’ll ask the team to follow up with the care instructions.

For owner review
Response owner: AveryDraft — not published
Approved review destinationThe same destination is offered for every experience.

Request example shown. No connected profile, rating or submitted response.

Keep the destination and identity accurate.

Customers should reach the right business profile. Business name, location details and review links need to be checked before connecting the request.

Correct profile
Identify the business-owned profile the request is intended to reach and who can manage it. Confirm the visible name and relevant location details before using it in the selected feedback path.
Approved destination
Check the approved review link and the destination it opens. Customers should reach the correct business profile without being routed differently according to whether their feedback is positive or negative.
Accurate message
Agree a message that identifies the business, relates to the customer’s actual experience and invites their own words. Keep the request separate from any promise about a rating or review result.
Responsible owner
Name who monitors the agreed destination, who reviews concerns and who may approve or publish a response. A draft needs a clear review path before it represents the business publicly.

These are decisions to verify for the selected setup, not completed profile checks.

Give feedback a responsible owner.

Reviews can require a thoughtful response or an operational fix. We define who monitors the agreed channels and who approves or publishes responses.

Any ongoing monitoring or response service is separately agreed.

  1. Request honest feedback.

    Start from the agreed customer event and eligibility rules. The message should make it clear which business and experience it concerns, with an honest invitation to share feedback.

  2. Reach the verified destination.

    Check that the selected review link reaches the intended business profile. Give eligible customers the same fair path to share their experience, without a positive-only fork.

  3. Let a responsible person review it.

    Review what the customer actually said. A response owner can decide whether it needs a public reply, a direct conversation or an operational issue raised with the team.

A process you can explain and review.

Start with the profiles you own, the customer event that qualifies for a request, the message and a response owner. Your team confirms profile access, business identity and the approval process for responses. Review the request destination and any customer concern that needs staff attention before release. Track actual outcomes without implying that every request becomes a positive review.

Bring the current feedback path.

  • Owned business profiles and intended destinations
  • The event that makes a request useful
  • Customer eligibility and accurate wording
  • A person responsible for the feedback
  • Response approval and ongoing-service boundaries

Keep the request fair.

Ask for the customer's own account. Do not make the public review path depend on praise, offer an incentive for a rating or suppress criticism.

A clearly owned process helps the team understand what to do with the feedback it actually receives.

See who owns each step Click hereClose preview

Make the responsibilities visible.

  1. The business confirms the event and destination.

    Check which customers are eligible and which owned profile should receive honest feedback.

  2. The setup defines the request.

    Agree eligibility, timing and wording that represents the business accurately.

  3. A responsible person handles feedback.

    Review the response and decide whether it needs a thoughtful reply or an operational change.

These are illustrative responsibilities, not a live feedback workflow.

The customer decides what to say.

Explore all FAQs
Does this guarantee more five-star reviews?

No. The process asks for honest feedback; the customer decides what to say. We do not guarantee a rating or review count, or promise to remove negative feedback. Your team keeps responsibility for how concerns are reviewed and answered.

Who responds to reviews?

The proposal and handoff define who reviews feedback, who writes a response and who can approve or publish it. A response draft is not a published reply. Ongoing monitoring, writing or response services are agreed separately.

Is this the same as automated follow-up?

A review request can be one follow-up message, but reputation management also needs the correct business profile, fair feedback requests and a response owner. It does not automatically include every follow-up campaign or ongoing review-response service.

Put a clear process around customer feedback.

Bring your current review profiles and feedback process. We will discuss a practical setup and who needs to own each step.

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