Review gating
Review gating is the practice of filtering who is asked to leave a public review, so that satisfied customers are invited and unhappy ones are not..
NPS, CSAT and CES
NPS, CSAT and CES are survey metrics for measuring customer sentiment.
Definition
NPS, CSAT and CES are survey metrics for measuring customer sentiment. NPS asks how likely you are to recommend, CSAT asks how satisfied you were, CES asks how much effort something took.
None of them is a review. They are internal measurements, collected privately and rarely published.
What it looks like in practice
“How likely are you to recommend us, 0 to 10?” is NPS. “How satisfied were you with this interaction?” is CSAT. A five-star Google review is neither.
Why it matters
Businesses conflate them with reviews and then wonder why a strong NPS has not changed anything publicly. A survey score lives in your dashboard; a review lives where buyers can see it. The useful connection is that a high NPS identifies exactly who to ask for a public review.
Related terms
Collect customer reviews · How to ask for reviews · Review gating.
The full reviews glossary defines every term used across this site.
Questions
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Social proof
Social proof is the tendency to judge something by how other people have judged it.
User-generated content (UGC)
User-generated content is any content about a brand created by its customers rather than by the brand: reviews, photos, videos, comments, forum posts, social media mentions..