The Engagement Funnel shows you how customers move through the review request process from initial send to completion of the request flow. Each stage of the funnel has a drop-off rate - understanding where drop-off happens tells you where to improve.
Funnel Stages
- 1Sent: Total requests sent.
- 2Delivered: Requests successfully delivered (subtract bounced messages).
- 3Opened (email only): Messages opened by the recipient.
- 4Clicked: Recipients who clicked the review link.
- 5Visited review page: Recipients who arrived at your Google review page.
- 6Request completed: feedback submitted or a Google handoff; not proof of a published review.
Interpreting Drop-Off
| Low Rate At This Stage | Likely Cause | Fix |
|---|---|---|
| Delivered | Wrong phone/email, bounced | Clean your customer contact list |
| Opened (email) | Subject line not compelling | Test different subject lines |
| Clicked | Message not personalized, wrong timing | Improve message copy, adjust send timing |
| Review submitted | Friction on the review page, Google sign-in barrier | Check your review link works on mobile; consider the Shield flow |
Most businesses lose the most conversions at the 'Clicked → Review Submitted' stage, primarily because Google requires a signed-in Google account to leave a review. Your only control here is timing - requests sent while the customer experience is fresh have higher submit rates.
Still have questions?
Our support team is available Mon-Fri, 9am-6pm EST.