01 / Pick a useful moment
Ask after the customer has a real experience to describe.
For a roof replacement, that may be after the final walkthrough and cleanup. For a repair, it may be after the visit is complete and the customer has had a chance to raise immediate questions. Handle any concern through the normal service process; it must not determine whether the customer receives the same honest-review invitation as everyone else.
Use the same trigger for every completed job.
Make the invitation part of a routine closeout, rather than sending it only when a customer has already praised the crew. Do not use a satisfaction survey to send the Google link only to people who seem likely to leave a positive review.
Google sources: Google Maps fake engagement policy
Give the customer room to decide.
Send the request after the work is complete, not as an on-site ask that puts a customer on the spot. One invitation is usually enough; if they do not respond, let it go.
Google sources: Google Maps fake engagement policy
02 / Keep the wording neutral
Ask for an honest account, without steering the answer.
These sample messages are starting points. Keep the request optional, and do not ask for a star rating, specific phrases, photos, or a mention of a particular employee.
Text message
Hi [Name], thanks for choosing [Company] for your [roof replacement/repair]. Now that the work is complete, would you be willing to share an honest review of your experience? Any feedback is welcome, and there is no obligation. [Google review link]
Subject: A quick follow-up from [Company]
Hello [Name], our team has finished the [roofing work] at your home. If you would like to, you can share an honest review of your experience here: [Google review link]. We appreciate feedback of any kind. Thank you, [Sender] at [Company].
Google sources: Google Maps fake engagement policy · Tips to get more Google reviews
04 / Protect honest feedback
Do not reward, filter, script, or pressure reviews.
Google allows businesses to invite genuine feedback, but prohibits incentives and selective positive-review requests. Keep the review entirely the customer’s choice and words.
No incentives or review-conditioned benefits.
Do not offer discounts, gift cards, free work, or another benefit in exchange for posting, changing, or removing a review. A review must not be a condition of service, warranty help, a refund, or a resolved complaint.
Google sources: Tips to get more Google reviews · Google Maps fake engagement policy
No positive-only requests or requested talking points.
Do not ask only customers who appear happy, discourage negative reviews, tell someone what rating to choose, or ask them to mention a crew member or specific result. The invitation should be the same whatever the customer’s likely view.
Google sources: Google Maps fake engagement policy
Source notes
Official Google guidance behind this guide.
Google’s guidance supports asking for reviews through a link or QR code and requires reviews to reflect genuine experiences. Its policy prohibits incentives, pressure, and selectively soliciting positive reviews. Check Google’s current instructions before changing your process.
Official Google guidance checked October 18, 2026.