Quick answer
Ask every customer when they collect their car, make leaving a review take one tap with a direct link or QR code, and send one follow-up text the same day. Never buy, fake or reward reviews: since 6 April 2025 fake reviews and concealed incentivised reviews have been banned under UK consumer law, and Google's policies do not allow incentivised reviews.
Key takeaways
- The best moment to ask is at handover, when the customer sees the finished repair.
- A direct review link removes most of the effort for the customer.
- Ask everyone, not just the customers you think are happy.
- Reply to every review, especially the negative ones.
Why do reviews matter so much for a bodyshop?
Drivers choosing a bodyshop usually compare two or three options side by side, and the star rating and number of reviews are among the first things they see. Reviews also count towards how prominent Google considers your business when it decides which shops to show in local results.
How can a bodyshop get more Google reviews?
- Get your review link. In your Google Business Profile, use the option to ask for reviews and copy the short link it gives you.
- Ask in person at handover. While the customer is looking at the finished repair, ask whether they would mind leaving a quick review.
- Text the link the same day. A short message with the direct link turns a polite yes into a review.
- Put a QR code at reception, or on a card that goes back with the keys.
- Track your review count each month, so asking becomes a habit rather than a one-off push.
A message you can adapt:
How should a bodyshop reply to reviews?
Positive reviews: thank the customer by name, mention the job if it fits naturally and keep it short.
Negative reviews: reply calmly and promptly, acknowledge the problem, offer to put it right and move the conversation offline with a phone number. Never argue in public or share a customer's personal details. A measured reply often reassures future customers more than the review worries them.
What is not allowed?
UK law. Since 6 April 2025, the Digital Markets, Competition and Consumers Act 2024 has banned fake reviews and reviews that hide the fact they were incentivised. The Competition and Markets Authority's guidance also warns that suppressing genuine negative reviews, or presenting reviews in a misleading way, can break the law. Read the CMA's fake reviews guidance.
Google's rules. Google does not allow incentivised reviews on Business Profiles, and it does not allow businesses to ask only happy customers for reviews. Ask everyone, and do not offer discounts, gifts or prize draws in return for a review.
In practice: do not write reviews about your own business, do not ask friends or staff to post them, do not buy them and do not reward them.
What should you do about a fake negative review?
If a review breaks Google's policies, for example because the person was never a customer, report it from your Business Profile. While you wait, reply politely and factually so anyone reading can see your side, and avoid accusing the reviewer in public.
Frequently asked questions
Can a bodyshop offer a discount in exchange for a Google review?
No. Google does not allow incentivised reviews on Business Profiles, and under UK law a review that hides an incentive is a banned practice. The safest approach is not to offer incentives for reviews at all.
Can I ask only happy customers for reviews?
No. Google's policies do not allow businesses to selectively ask for positive reviews. Ask every customer.
How many Google reviews does a bodyshop need?
There is no set number. A steady flow of recent, genuine reviews and a strong rating matter more than a one-off burst.
Should a bodyshop reply to every review?
Yes. Replies show you care about customers, and a calm reply to a negative review can reassure people who read it later.
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