10 NPS question templates, with follow-up questions
Copy-ready NPS question templates for online stores, clinics, trades, hospitality, B2B and agencies, each with a follow-up question and when to send it.
October 31, 2026All Articles
Browse our complete collection of 54 articles on reputation management, customer experience, and business growth.
Showing 54 of 54 articles
How to Delete, Hide or Turn Off Comments on Instagram (Business Accounts)
How to delete, hide or turn off comments on Instagram: steps for posts, reels and stories, Hidden Words filters, restricting and limiting accounts.
October 30, 2026
Social Media Moderation Policy for Businesses (Free Template)
Write a social media moderation policy your team can follow: what to allow, hide, delete and escalate, response times, plus a free template.
October 23, 2026
Review Response Templates: Replies for Every Star Rating and Platform
Copy-ready review response templates for every star rating, plus a free PDF of Google review reply templates and notes for Google, Facebook and Trustpilot.
October 22, 2026
How to Turn Off Reviews on Facebook
Turn off Facebook reviews (now called recommendations) with steps checked in October 2026, why the app can't do it, and what turning them off hides.
October 21, 2026
How to Delete or Hide Comments on Your Facebook Business Page
How to delete or hide comments on your Facebook business Page: hide vs delete, steps for computer and app, keyword filters, ad comments and banning.
October 17, 2026
How to See Your Google Reviews
How to see your Google reviews: find your business's reviews on Search and Maps, get alerts for new ones, check many locations, and find reviews you wrote.
October 17, 2026
How to Respond to Negative Reviews
How to respond to negative reviews without making it worse: a four-part reply, examples for 10 common situations, and what never to say in public.
October 16, 2026
How to Write the Perfect Reply to a Positive Review: A Complete Guide
How to respond to positive reviews so they don't sound canned: a simple structure, 10 example replies by situation, and what to avoid in public.
October 16, 2026
How to Build an Automated Review and Testimonial Collection System
How to build an automated review collection system: delivery triggers, one-click links, request templates, testimonials, and the rules on review gating.
October 16, 2026
Dental Reputation Management
Both HIPAA settlements over review replies hit dental practices. What dental reviews really complain about, and how to fix it at source.
October 2, 2026
Can You Edit a Google Review?
Yes, you can edit a Google review you wrote, any time and as often as you like. Steps for phone and desktop, and why editing resets the review's date.
September 16, 2026
Google Review Not Showing Up? 7 Reasons and Fixes
Left a review that isn't showing, or missing one on your business profile? The 7 causes, a one-minute check to find yours, and which ones you can fix.
September 9, 2026
How to Reply to Google Reviews
How to reply to a Google review, why replies take time to appear, how to edit or delete one, and the rules that apply to every response.
September 7, 2026
How to Ask for Google Reviews Without Breaking the Rules
How to ask customers for Google reviews so they actually respond, and exactly where the line sits between asking well and review gating.
September 7, 2026
How to Leave a Google Review (Step by Step)
How to leave a Google review on desktop and mobile, whether you need an account, what makes a review useful, and how to edit or delete it later.
September 6, 2026
How to Improve Your NPS Without Gaming It
The three levers that genuinely raise a Net Promoter Score, the shortcuts that only move the number, and why review gating puts your Google listing at risk.
September 5, 2026
Hotel Reputation Management
How hotel review platforms differ, why hotel ratings run harsh, and what actually moves the score across Google, Tripadvisor and the OTAs.
September 3, 2026
Customer Satisfaction Survey Questions That Actually Get Answered
A usable bank of customer satisfaction survey questions by touchpoint, the six rules that make people answer, and the questions worth deleting.
September 3, 2026
What Is a Good NPS Score? Benchmarks by Industry
What counts as a good NPS score, real industry benchmarks from Bain and Retently, why the two disagree by 30 points, and what to measure against instead.
August 31, 2026
NPS vs CSAT vs CES: Which Metric Should You Actually Track?
NPS, CSAT and CES compared head-to-head: what each predicts, what the research actually says, where each fails, and which to run if you only run one.
August 30, 2026
The NPS Question: Exact Wording That Gets Answers
The exact NPS question wording, why the 0-10 scale matters, the follow-up that makes it useful, and the rewrites that quietly invalidate your score.
August 30, 2026
Incentivised Reviews: What You Can and Can’t Offer
Can you offer a discount for a review? Google bans it outright. What the FTC and ACCC allow, and what you can safely offer instead.
August 25, 2026
What Is Review Gating, and Is It Illegal?
Review gating means asking only happy customers for reviews. Why Google bans it, when it breaches consumer law, and the compliant way to ask.
August 23, 2026
Google's Review Policy, Explained in Plain English
What Google's review policy actually allows and prohibits, in plain English, and how to tell whether a review you want removed genuinely breaches it.
August 22, 2026
How to Report a Fake Google Review (And What Happens Next)
Reporting a fake Google review only works if it breaches a policy. Here's exactly how to report one, what qualifies, how to appeal, and what to do if it stays.
August 5, 2026
Can You Delete a Google Review? The Honest Answer
Businesses can't delete Google reviews. Here's what you can do instead: which reviews Google removes, how to report them, and how to delete a review you wrote.
July 23, 2026
How to Remove a Google Review: What Actually Works in 2026
You can't delete a Google review yourself. Here's exactly what qualifies for removal, how to report and appeal it, and what to do when the review stays.
July 22, 2026
The Connection Between Employee Experience and Customer Reviews: How Happy Employees Drive Better Ratings
How the way you treat staff shows up in your reviews, and practical steps to improve engagement, training and service your customers notice.
May 3, 2026
The Ultimate Review Management Platform Comparison for 2026: Find Your Perfect Solution
The four kinds of reputation management software, the criteria worth checking, the pricing transparency test, and the one feature that should end an evaluation.
May 2, 2026
How to Measure Customer Satisfaction Beyond NPS Scores: A Comprehensive Guide
How to measure customer satisfaction properly: which metrics to use, how to calculate CSAT, NPS and CES, where to place them, and how to act on the results.
May 2, 2026
Personalising Customer Responses at Scale Without Sounding Robotic
Reply to hundreds of customers without sounding like a bot: segment, use smart templates and AI drafts, and keep a human check before sending.
May 1, 2026
How to Train Your Team to Handle Negative Feedback: A Complete Guide
Train your team to handle negative feedback: simple frameworks, role-play scenarios and the mistakes that turn a complaint into a public row.
April 30, 2026
What Customers Actually Want When They Complain Online: The Real Psychology Behind Customer Complaints Online
Discover what customers truly seek when they complain online. Learn effective strategies for handling customer complaints and improving satisfaction.
April 29, 2026
How to Create a Customer Experience That Generates Five Star Reviews
Earn more five-star reviews by fixing the experience first: the moments that matter, when to ask every customer and how to make it easy.
April 28, 2026
The Psychology Behind Why Customers Leave Reviews: Understanding Consumer Motivation
Why customers leave reviews: strong feelings, helping others and being heard. What each motive means for how and when you ask for reviews.
April 27, 2026
How to Spot and Report Fake Reviews: A Complete Guide to Fake Review Detection
Learn effective strategies for fake review detection and reporting. Discover how to identify fake reviews and protect your business's reputation.
April 26, 2026
Building a Review Response Strategy Your Team Can Follow
Build a review response strategy your team can follow: who replies, what needs approval, response targets, escalation rules and a one-page policy.
April 25, 2026
How to Recover From an Online Reputation Crisis: A Complete Guide to Reputation Crisis Management
An online reputation crisis plan: what to do in the first 48 hours, how to respond publicly, and how to rebuild trust and your rating.
April 24, 2026
Why Star Ratings Alone Don't Tell the Full Story: Understanding Star Ratings Meaning
What a star rating really means, why a 4.6 can hide a recurring complaint, and how to read the written reviews behind the average.
April 23, 2026
How to Monitor Your Online Reputation for Free: A Complete Guide
Learn how to effectively monitor your online reputation for free. Discover the best tools, tips, and strategies to manage your digital presence.
April 22, 2026
The Complete Guide to Google Business Profile Reviews: Master Your Online Reputation
How Google Business Profile reviews work: where to read and reply, how to get more within Google's rules, and how to handle negative ones.
April 21, 2026
How to Ask for Reviews: The Complete Guide to Natural Customer Feedback
Learn how to ask for reviews from your customers without being pushy. Discover effective strategies, best practices, and tips to encourage positive feedback.
April 20, 2026
The Essential Review Management Checklist for New Business Owners
A review management checklist for new businesses: set up your profiles, ask for reviews, monitor them, reply on time and audit monthly.
April 18, 2026
Managing Your Business Reputation on Google Maps: A Comprehensive Strategy Guide
Manage your reputation on Google Maps: optimise your profile, earn genuine reviews, reply well and track the numbers that matter.
April 18, 2026
How to Encourage Customers to Leave Reviews After Purchase: A Complete Guide
Discover proven techniques to encourage post purchase reviews from your customers. Learn how to increase feedback and boost your business's credibility.
April 18, 2026
The Hidden Cost of Not Responding to Online Reviews: Why Silence is Expensive
What ignoring reviews costs you in lost customers and trust, and a simple routine to reply to every review without it eating your week.
April 18, 2026
How to Set Up Review Alert Notifications Setup for Complete Online Reputation Management
Set up review alerts so you never miss a new review: Google Business Profile notifications, other platforms, and who should respond.
April 17, 2026
Why Most Businesses Are Ignoring Customer Feedback That Could Transform Their Success
Discover the reasons why many businesses overlook valuable customer feedback and learn how to use it to improve customer satisfaction and drive growth.
April 17, 2026
How to Manage Facebook Page Reviews (Recommendations) in 2026
How to manage Facebook Page reviews (recommendations): turn them on or off, find them, reply as your Page, report rule-breakers and handle several Pages.
April 17, 2026
What to Do When a Customer Threatens a Bad Review: A Complete Guide for Business Owners
A customer threatening a bad review? How to respond calmly, fix a fair complaint, refuse a shakedown and report a review that breaks the rules.
April 17, 2026
How Sentiment Analysis for Business Can Reveal What Your Customers Want
How sentiment analysis turns reviews and feedback into clear themes, so you can spot recurring complaints and what customers value most.
April 17, 2026
How to Use AI to Respond to Reviews at Scale: A Complete Guide to Automated Review Management
How to use AI review responses safely: what to automate by star rating, how to brief the AI on your brand voice, and a five-point check for every draft.
April 17, 2026
Facebook Reviews vs Post Comments: Understanding the Difference and Why Both Matter for Your Business
Explore the differences between Facebook reviews and post comments, and learn why both matter for your business's online presence and customer engagement.
April 17, 2026