Review
A customer's evaluation of a product or service, typically posted on a third-party platform like G2 or Trustpilot.
A review is a customer's assessment of a product or service, usually including a star rating and written commentary. Unlike testimonials (which are collected and curated by the business), reviews are typically posted on independent third-party platforms such as G2, Capterra, Trustpilot, Google Business, or Yelp. Reviews carry particular weight because they're perceived as unbiased — the business has no control over their content. For SaaS companies, reviews on platforms like G2 and Capterra directly influence buyer decisions. Businesses can encourage reviews through post-purchase emails, in-app prompts, and review generation campaigns, but cannot control the content or ratings.
Frequently Asked Questions
What is the difference between a review and a testimonial?
Reviews are posted by customers on independent third-party platforms like G2, Trustpilot, or Google, and the business cannot control their content. Testimonials are collected and curated by the business for use on their own website and marketing materials. Reviews carry the credibility of independence, while testimonials offer more control over presentation and narrative.
How do I encourage customers to leave reviews?
Send a personalized email request 7-14 days after a positive interaction or milestone. Make the process easy by including a direct link to the review platform. In-app prompts after successful outcomes also work well. Avoid incentivizing specific ratings — instead, reward the act of leaving feedback regardless of sentiment to maintain authenticity.
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