01
Use When
There is a legitimate signal that the customer has successfully experienced value.
02
Default Audience / State
Eligible satisfied customer after a qualifying success moment.
03
Desired Customer Behavior
Provide an honest review on the appropriate destination.
04
Default Barrier Hypothesis To Validate
Forgetting, effort or lack of a clear request.
05
80% Message Architecture
- Success moment + appropriate delay: THANK/RECOGNIZE.
- ASK FOR REVIEW — direct, simple, low-friction link.
- Optional reminder: only if appropriate and not excessive.
06
Offer Starting Position
Do not condition review sentiment on an incentive. Follow applicable platform and legal policies.
07
Default Suppressions / Exits
Unresolved complaint/service issue; no meaningful success evidence; already reviewed where detectable; opt-out rules.
08
Primary KPI
Review request conversion rate; review volume/quality monitoring as appropriate.
09
Make It Yours
Success trigger, review destination, policy rules, delay, already-reviewed handling and service recovery branch.