Review-Generation Process (SOP)

Purpose

Reviews are a durable trust and authority signal that both search and AI engines weigh, but they rarely accumulate without a system. This SOP creates a steady, compliant flow of authentic reviews across the platforms that matter.

When & who

Trigger

Ongoing, anchored to each completed sale, project or service delivery.

Frequency

Ongoing (weekly review)

Roles

Marketing lead, Customer success, Business owner

Procedure

1. 1
   Identify happy customers

   Flag customers at a natural high point, such as a successful delivery or positive support interaction, as review candidates.

2. 2
   Send a timely request

   Ask for a review within a few days of the positive moment using a short, personal message with a direct link.

3. 3
   Prioritise key platforms

   Direct requests to the platforms that matter most for your goals, typically Google Business Profile, Trustpilot and relevant industry directories.

4. 4
   Make it effortless

   Provide one-click links and light prompts on what to mention, without incentivising or scripting the content of the review.

5. 5
   Respond to every review

   Reply to positive and negative reviews promptly and professionally to demonstrate engagement and trustworthiness.

6. 6
   Surface reviews on-site

   Display genuine reviews with valid Review or AggregateRating schema on relevant pages to reinforce trust signals.

7. 7
   Track volume and rating

   Monitor review velocity and average rating monthly and adjust the request cadence to keep signals fresh.

Tools

• Google Business Profile
• Trustpilot
• SearchScore Tracker