Review gating and displaying the Google review step

Review gating consists of filtering customers based on their satisfaction level before inviting them to leave a Google review. This practice does not comply with Google’s policies, which require that all customers have the same opportunity to share their experience, whether it is positive or negative.

Businesses that use review gating may be exposed to risks such as the removal of reviews or other actions that could affect their Google Business Profile. For this reason, InputKit recommends encouraging all customers to share their experience and using the feedback received as an opportunity for continuous improvement.

In InputKit, this behavior can be configured with the “Display the Google review step based on the overall score” option. The use of this option remains at your discretion and at your own risk.

Review gating is a logic that controls which customers see the Google review step after completing a sequence.

In InputKit, this depends on the minimum score you configure out of 10.

For example, if you set the minimum score to 6, customers must have an overall score of at least 6/10 to see the Google review step after submitting their response.

To enable this option:

Once this option is enabled, only customers who reach the minimum required score will see the Google review step.

Attention: This configuration corresponds to a review gating practice. Before using it, make sure you understand the possible risks for your Google Business Profile.

The overall score is calculated from the average of the answers to the following questions:

The answers are converted to a 0 to 10 scale to calculate a common overall score.

If there is no NPS question in the sequence, only scale questions and Scale Matrix questions are taken into account.

If the “Minimum required score” is set to 6:

The higher the minimum score, the more the Google review step will be limited to customers who gave higher ratings.

To display the Google review step to all respondents, simply uncheck “Display the Google review step based on the overall score”.

In this case, the Google review step will not be filtered based on the overall score. All respondents can have the same opportunity to share their experience on Google.

Note: This option only uses the overall score. CSAT does not filter the display of the Google review step.

Attention: InputKit recommends not filtering access to the Google review step based on customer satisfaction. The option to leave a review should be offered to all customers, regardless of their experience, in order to follow good review collection practices and support continuous improvement.