# Customer feedback and reviews: Definition | NextUp Walk-in

Source: https://nextupwalkin.com/glossary/customer-feedback-and-reviews

> Customer feedback vs online reviews: why asking for a private rating first helps a walk-in shop, and how to invite public Google reviews.

[Glossary](https://nextupwalkin.com/glossary)

# Customer feedback and reviews

Customer feedback is what people tell a business about a visit, privately through a rating or comment, and reviews are the public version posted on sites like Google.

Also called: post-visit rating, online reviews, customer satisfaction

Feedback and reviews are related but different. Feedback is private and aimed at the owner: it tells you the wait felt long or the fade was uneven. A review is public and aimed at future customers: it is the star count and comment they see on a map listing.

Asking right after the visit works best, while the memory is fresh and the customer is still holding their phone. A short rating with an optional comment costs them ten seconds. Chasing a review a week later usually gets nothing.

Fairness matters. Steering only happy customers to a public site while hiding unhappy ones distorts the picture and breaks the rules of major review platforms. The cleaner practice is to give everyone the same invitation.

## How NextUp Walk-in handles it

After a visit is marked done, the customer page asks for a private 1 to 5 star rating and an optional comment. Everyone who rates then gets a link to leave a Google review, with no star gating.

[Reviews and feedback](https://nextupwalkin.com/features/reviews-and-feedback)

[Get more Google reviews as a walk-in shop](https://nextupwalkin.com/blog/how-to-get-more-google-reviews-walk-in)

## Questions

When is the best time to ask for a review?

Right after the visit, when the experience is fresh. A short private rating first, then an invitation to post publicly, is easy for the customer.

What is review gating?

Review gating means sending only happy customers to a public review site and keeping unhappy ones private. It skews ratings, so the better practice is to invite everyone equally.

## Related terms

[Start your free trial](https://nextupwalkin.com/signup) [See the features](https://nextupwalkin.com/features)