GOOGLE REVIEWS OR A CUSTOMER SURVEY? — QUESTION KIT
Reply Champion | Editorial template; not a validated research instrument
Source: https://www.replychampion.com/blog/google-reviews-vs-customer-surveys

DEFINE THE DECISION
What will an answer help us decide? ______________________________
Which location and service step? _________________________________
Who will we invite, regardless of expected satisfaction? __________
Date window: _____________________________________________________
Who will read answers, and how will we explain data use? ___________

EXAMPLE: PRICE EXPLANATION SURVEY
Invitation: We are checking how clearly we explain estimates. Would you
answer two short questions about your experience? Taking part is optional.
Add accurate information about who sees responses and how they are used.

1. Before work began, how clear was the explanation of the expected price?
Very clear / Somewhat clear / Neither clear nor unclear / Somewhat unclear /
Very unclear / I did not receive an estimate / I do not remember.

2. What, if anything, was difficult to understand? (Optional)
Please do not include payment details or other sensitive information.

3. May we contact you about this feedback? Yes / No.
If yes, optionally collect a preferred contact method separately and explain
who will use it. Accept feedback even if contact permission is declined.
Do not describe the survey as anonymous if respondents can be identified.
For a truly anonymous survey, omit contact collection and verify tool settings.

SEPARATE GOOGLE REVIEW INVITATION
If you would like to share your experience publicly, you can leave an honest
Google review using this link: [your business's direct Google review link].

Offer the review option independently of survey score. No rewards for reviews,
positive-only invitations, or review changes as a condition of resolution.
Keep requests optional and avoid repeated messages.

READ THE RESULTS
Invited: ______  Responded: ______  Selected response(s): ______
Keep nonresponses visible. Percentages of respondents are not automatically
percentages of all customers. Keep Google reviews and survey answers separate;
they may involve different people, questions, and time periods.

Action to test: ___________________________________________________
Owner: _______________________ Check date: ________________________
Operational evidence needed: _____________________________________