Overview
Edge helps your business collect authentic customer feedback, improve the customer experience, and encourage happy customers to share their experience online.
The best reviews usually come from great service, thoughtful timing, and a simple, neutral request for feedback. This article shares best practices for using Edge to generate high-quality reviews while keeping the customer experience natural and compliant.
Why quality reviews matter
Customer reviews help your business:
Understand what customers value most
Identify areas for improvement
Build trust with future customers
Recognize great service from your team
Strengthen your online reputation
Edge is designed to help businesses assess customer experiences, encourage positive feedback through online reviews, and acknowledge team members for delivering outstanding service.
Best practices for getting quality reviews
1. Focus on the customer experience first
The most effective way to earn great reviews is to create an experience worth reviewing.
Encourage your team to:
Greet customers warmly
Listen carefully to customer needs
Personalize the interaction
Resolve issues quickly
Thank customers before they leave
When customers feel genuinely cared for, they are more likely to leave meaningful feedback.
2. Ask at the right time
Timing matters. The best time to invite feedback is shortly after a positive interaction, especially when a customer has expressed satisfaction.
For example, if a customer says, “Thank you, that was so helpful,” that is a good moment to let them know they may receive a feedback request.
3. Keep the ask simple and neutral
Your team should ask for honest feedback, not a specific rating or specific wording.
Recommended script:
“Thanks for coming in today. You may receive a quick message from Edge asking about your experience. We’d really appreciate your honest feedback if you have a moment.”
Another option:
“We’re glad we could help today. If you receive a feedback request, we’d love to hear about your experience.”
4. Let customers describe their own experience
High-quality reviews often include specific details, but customers should decide what they want to share.
A helpful, neutral phrase is:
“If anything stood out during your visit, feel free to include it in your feedback.”
This encourages more detailed reviews without telling the customer what to write.
5. Use feedback to coach your team
Edge feedback can help managers identify what is working well and where the team can improve.
Look for patterns such as:
Common customer compliments
Recurring service issues
Team members who consistently create positive experiences
Locations or shifts with strong feedback trends
Use these insights in team meetings, coaching conversations, and recognition programs.
What to avoid
To keep reviews authentic and protect your online reputation, avoid language that could make the review feel pressured, scripted, or incentivized.
Do not say:
“Please leave us a 5-star review.”
“Mention my name in the review.”
“Write this in your review.”
“I get a bonus if you mention me.”
“Only leave a review if it’s positive.”
Recommended team script
Use this script as a simple standard for employees:
“Thank you for visiting us today. You may receive a quick message from Edge asking about your experience. We’d appreciate your honest feedback if you have a moment.”
Manager tips
Managers can improve review quality by coaching employees to:
Create a great customer experience before asking for feedback
Ask only after positive or completed interactions
Use neutral language
Avoid requesting specific ratings, names, or wording
Review Edge feedback regularly to identify coaching opportunities
Key takeaway
The goal is not to tell customers what to say. The goal is to deliver a great experience, make it easy for customers to share honest feedback, and use Edge insights to recognize and improve team performance.