The Google Customer Reviews survey is a short questionnaire designed to collect feedback on the customer's overall shopping experience with your store.
What the survey includes
The survey asks customers to rate their purchase experience from 1 to 5 stars.
Customers may also provide open text comments/feedback if they choose to elaborate on their rating. The survey is brief by design, Google wants to maximise response rates by keeping it quick and simple.
If you have product reviews enabled in the app settings and your products have valid GTINs, customers may also be asked to rate and review the specific products they purchased. This is part of Google's Product Ratings program and contributes to product-level star ratings in Google Shopping.
Who controls the survey content?
The survey questions and format are entirely controlled by Google. Our app sends the opt-in data (email, order details, product GTINs if enabled, estimated delivery date etc.) to Google, but the survey itself, including its questions, design, and delivery, is managed by Google's platform.
We cannot modify the survey questions, add custom questions, or change the survey format. This ensures consistency across all merchants participating in the Google Customer Reviews program.
What happens after a customer submits a response?
Once a customer completes the survey, their feedback contributes to your store's aggregate rating in Google Merchant Center. Individual responses are not shared with merchants.
All data is anonymised and reported at the account or country level. See Where can I see my Google Customer Reviews? for details on what reporting is available.