Where your customers already are.
Nobody gains anything from leaving a review. It costs them time and effort - so the only thing you control is how much.
People aren't against giving feedback. They're against how they're asked for it - the time it takes, the effort it needs, the number of steps between the question and the answer. Those methods haven't moved in 25 years, while everything about how people communicate has. If you want an answer, you have to ask the way people actually talk now, and make it cost them almost nothing.
They already use it
Around 50 million UK adults have WhatsApp on their phone, and most of them open it before they've finished their first coffee. Nothing to install. No account to make. No password to lose.
- Messaging friends and family
- Making social plans
- Talking to their partner
- Arranging work and meetings
They already trust it
It isn't a marketing channel to them. It's where they arrange the week, talk to their partner and check in on their mum. A message from a business arrives in the same place - and gets read like something a person sent, not something that made it past a filter.
The old way is the problem
A link in an email. A form that takes its time loading. A star rating demanded before a single useful question. Every extra step is another reason to give up - and almost everybody does.
This is how they answer
Read in minutes. Answered in seconds. Not because anyone is trying harder, but because that is what people do with a message - the same thing they'd do if it came from a friend.
Reach and daily use: Ofcom, Online Nation 2025. Survey completion and channel comparison: Fei et al., Stanford University, 2022. Email click rate: Mailchimp. Trust figures: Meta, State of Business Messaging, conducted by Kantar. Read and reply times: industry reporting.