When a file closes and a client provides us with glowing feedback, we respond by thanking them for their feedback and asking them to provide a Google rating or review. We have been doing this for about a month, and so far no one has provided any reviews or ratings. Likewise, we previously had customer survey at the end of files (to establish a NPS), but no one completed them... Are there magic words or a better time in the process to improve engagement?
Ask them what did they like the most about the experience. Let them know or send a gift tonshow your appreciation.
Asking works but showing appreciation creates a better feedback loop (before they do what you need them to do)