How to set up a system to collect customer reviews

To build immediate trust in the removals industry, you must establish a formal process for requesting and displaying reviews on platforms like Google Business Profile, Trustpilot, or Checkatrade. In a business where you are handling a person's most valuable possessions, prospective clients will almost always check your reputation online before asking for a quote.

1. Choose the right platform for your audience

While you can collect reviews on multiple sites, it is best to focus your efforts on one or two key platforms to ensure you have a high "score" and recent feedback. Here are the most relevant options for a UK moving business:

Platform	Best For...	Cost
Google Business Profile	Local SEO (showing up on Google Maps)	Free
Trustpilot	General brand trust and email integration	Free / Paid tiers
Checkatrade	Homeowners specifically looking for trades/removals	Subscription-based
Facebook	Word-of-mouth and local community groups	Free

2. Claim and optimise your profile

Once you have chosen your platform, you need to "claim" your business listing. This usually involves a verification process (Google may send a postcard or ask for a video of your equipment). Fill out every section of your profile, including your service area, hours, and high-quality photos of your van and team. A profile with a face and a clean vehicle feels much more trustworthy than a blank page.

3. Create a "Review Link"

Don't just tell customers to "find us on Google." Make it as easy as possible for them. Most platforms provide a direct "short link" in their dashboard that takes the customer straight to the "write a review" box. Keep this link handy in your phone's notes app or as a bookmark on your browser.

4. Timing the "Ask"

The best time to ask for a review is when the "relief" of a successful move is at its peak. This is usually right after the last box is offloaded and the customer is happy with the service. You can incorporate the request into your workflow in three ways:

• In-person: Mention it during the final walkthrough.
• Digital: Send a polite WhatsApp or text message an hour after you leave with your direct review link.
• Physical: Include a QR code on your business cards or flyers that links directly to your review page.

Pro Tip: Don't be afraid to be personal. A message like "As a small business, your feedback really helps us grow" often encourages customers to take the two minutes needed to leave a five-star rating.

5. Respond to every review

Whether the review is a glowing five-star compliment or a rare piece of constructive criticism, you must respond. It shows you are an active, professional business that cares about customer experience. For positive reviews, a simple "Thank you, it was a pleasure helping you move!" is perfect. For negative reviews, remain professional, apologise for any frustration, and offer to discuss the matter privately.