Should I send review requests immediately after service completion or wait a few days?
The optimal timing depends on your service type and customer experience. For quick, positive interactions like deliveries or simple repairs, sending within 2-4 hours captures the experience while it's fresh. For complex services or installations, waiting 24-48 hours allows customers to properly experience the results.
SMS works best for immediate rating requests because customers can respond quickly. Email suits delayed follow-ups better, giving you space to include service details and context that helps customers remember the full experience when they write their review.
Test both approaches with a small group first: send some customers immediate SMS requests and others a next-day email, then measure which generates more responses and higher-quality reviews for your specific business type.
Share this FAQ
Related Questions
How many times should I follow up if a customer doesn’t leave a review?
For most businesses, the optimal approach is one initial review request followed by one or two gentle reminders if the customer doesn't respond. This balance maximises response rates without crossing into annoyance.A common timing structure works well: initial request sent shortly after the positive experience, first reminder a few days later, and final reminder around a week after the first message. This gives customers time to respond whilst keeping the request relevant.Beyond two or three touches, additional messages tend to deliver diminishing returns. Customers who haven't responded after several polite reminders are unlikely to do so, and continued follow-up risks irritation that can harm the customer relationship.
What is an automated review system and how does it work?
A managed review system replaces ad-hoc, memory-based asking with a structured, repeatable process. Instead of relying on staff to remember to ask customers for reviews, the service sends review requests at the right moment in the customer journey, removing inconsistency and ensuring reliable review generation.The service works by responding to key events in your business, such as when a job is completed or an appointment has taken place. These events trigger branded email or SMS invitations that arrive while the experience is fresh. Customers receive a direct link to leave their review, removing friction and confusion.The biggest benefit is consistency. Review requests go out every time, not just when someone remembers. This transforms review generation from a hit-and-miss activity into a reliable process that steadily increases review volume whilst your team focuses on delivering excellent service.
Should I ask for reviews by email, SMS, or both?
Using both email and SMS together typically produces the strongest results because customers have different communication preferences. Some respond quickly to text messages, while others prefer handling requests from their inbox when they have more time.SMS works well for quick, simple requests due to high open rates and immediate visibility. Email allows for more context and branding, which helps customers understand why they're being asked. The key is matching your review request channel to how you already communicate with each customer.Rather than sending duplicate requests across multiple channels, use one channel initially and the other for a single follow-up if needed. This maximises reach without overwhelming customers, and a managed system can handle this logic automatically whilst respecting customer preferences and opt-out requests.
Should I create different review templates for different types of services I offer, or use the same message for everyone?
Use the same basic template structure but adjust the specific details. A heating engineer might say 'thanks for choosing us for your boiler repair' while a salon says 'thanks for your appointment today'. The core request stays the same, but the context feels relevant to what actually happened.Create templates for your main service categories rather than every individual job type. You might have one for emergency call-outs, one for routine maintenance, and one for larger installations. This gives you enough variety without creating dozens of different messages to manage.Start with one solid template that works across your services, then create variations as you see patterns in your customer interactions. Most businesses find that three or four templates cover the vast majority of situations without overcomplicating the process.
When is the best time to ask customers for a review?
The most effective time to ask for a review is within 24 hours of completing a job or resolving an issue, while your service quality is fresh in the customer's mind. At this point, satisfied customers can easily recall specific details about the experience and are more willing to share detailed, meaningful feedback.Every business has "golden moments" in the customer journey where satisfaction is naturally high – when work finishes on time, problems are resolved smoothly, or customers see excellent results. Asking at these moments feels natural rather than intrusive, as the request aligns with how they already feel about your service.Timing also affects the quality of reviews you receive. Recent experiences generate more specific, detailed feedback that helps future customers understand exactly what to expect from your service.
Still have questions?
Get in touch with our team to learn how we can help your business grow with reviews.
Book a Demo