What Questions Can Customers Answer Before Leaving a Review?

Reviews & Review Collection

In an UpBlick feedback journey, customers can rate their experience and answer questions about the service, what stood out, and who helped them. The business can customize most question labels and options for each location.

Questions in the standard feedback form

1. Overall experience rating

The customer must choose a rating from 1 to 5 stars before continuing. This is the only feedback question that is always required in the standard form.

You can customize the heading and description shown above the stars. The default text is:

• Heading: How was your experience?
• Description: Your feedback helps us improve and helps others choose us.

The selected rating helps UpBlick generate a relevant draft and identify completed submissions that may need attention.

2. Service used

Enable this question when the location offers several services, products, treatments, or interaction types. The default label is What service did you use?

The default options are:

• Consultation
• Treatment
• Purchase
• Support
• Follow-up

This question is disabled for a new location. Replace the defaults with options that match the actual customer journey, such as Dine-in, Delivery, Dental Checkup, Haircut, Installation, or Repair.

3. Experience highlights

This question helps customers describe the parts of the experience that mattered most. The default label is What stood out about your experience?

The default options are:

• Staff
• Service
• Quality
• Cleanliness
• Price
• Speed
• Professionalism
• Communication

The highlights question is enabled for a new location. Customize the list so that each choice is specific enough to produce useful feedback without steering the customer toward a positive answer.

4. Staff or team member

Use this question when identifying the team or role helps the business understand the experience. The default label is Who helped you?

The default options are:

• Front Desk
• Doctor
• Technician
• Support Team
• Manager

The question is enabled by default. Replace generic roles with relevant departments or staff names only when doing so is appropriate for your privacy and customer-feedback practices.

What happens after the questions?

When the location uses a feedback mode, UpBlick can use the rating and selected answers to generate review suggestions. The customer can:

• Choose a suggested draft.
• Edit any suggested wording.
• Write a completely new review.
• Review the final text before selecting an available sharing or save option.

The final review text is required to complete the UpBlick submission. AI suggestions are optional writing assistance and are never posted automatically.

Can customers answer in another language?

The current review journey provides language choices for English, Hindi, Marathi, and Kannada. The selected language is used when UpBlick generates the review suggestions. Businesses should still write question labels and options that their customers can understand.

Customize the questions for a location

1. Select the required business location.
2. Open Reviews in the sidebar.
3. Select Review Settings.
4. Open the Form tab.
5. Edit the experience heading and description.
6. Enable or disable the service, highlights, and staff questions.
7. Edit each enabled question’s label.
8. Enter one answer option per line.
9. Review the AI draft and sharing-step labels.
10. Select Save Settings.

Question settings are location-specific. Repeat the setup for another location when its services, teams, or customer journey are different.

How to write useful feedback questions

• Use short labels that are easy to read on a phone.
• Ask only questions that the business will use to make decisions.
• Keep answer options distinct and avoid overlapping choices.
• Use neutral wording that does not suggest a preferred rating.
• Avoid collecting health, financial, identity, or other sensitive information.
• Do not ask customers to mention a staff member in a public Google review.
• Review the form whenever the location’s services or team structure changes.

How answers support business insights

UpBlick stores the selected rating and answers with the completed feedback journey. This context can improve the relevance of suggested drafts, help categorize lower-rating issues, and contribute to business-level review insights.

Troubleshooting

Frequently asked questions

Which question is required?

The customer must select a 1–5 star rating. A final review text is also required to complete the UpBlick feedback submission. A supported guest journey may separately require identifying details.

Can customers select more than one option?

Yes. The service, highlights, and staff questions support multiple selections when those questions are enabled.

Can each location have different questions?

Yes. Feedback form settings are saved for the selected business location.

Can I add unlimited answer options?

Keep the list concise. The customer journey accepts up to eight selected responses for each configurable question, so prioritize the most useful options.

Do customer answers become a public review automatically?

No. UpBlick can use the answers to suggest a draft, but the customer chooses and confirms the final wording and sharing action.