Review Request Automation for Local and Online Businesses
A workflow that asks customers for feedback shortly after a completed job or order, sends satisfied customers to your review page and passes concerns to your team.
The problem
Reviews influence whether a new customer picks you, yet most businesses collect them sporadically. Staff forget to ask, the moment passes and only the customers with strong grievances tend to volunteer feedback. The result is a review profile that understates how many people were actually happy.
Asking well is largely a matter of timing and ease. A short message soon after a completed job, with a direct link, gets far better responses than a request weeks later. Doing that consistently across every customer is exactly the sort of routine task that automation handles reliably.
What it automates
Detecting completed jobs, orders or appointments in your systems
Waiting a suitable period before asking
Sending a short request by email or SMS with a direct review link
Offering a quick private satisfaction question first, where appropriate
Alerting your team when a customer reports a problem
Sending one polite reminder and then stopping
Tracking requests sent and reviews received over time
Before and after
Staff remember to ask for reviews only when they happen to think of it.
Every completed job or order triggers a request automatically at the chosen time.
Requests go out weeks later, when the experience is forgotten.
A short message with a direct link arrives soon after the work is done.
Problems surface as public complaints before the team hears about them.
Customers who report an issue are flagged so your team can respond quickly.
Nobody knows how many requests went out or how many worked.
A simple summary shows requests sent and reviews received over time.
How it works
Choose the trigger
We connect to the system where jobs or orders are marked complete, so the request follows the real event.
Set timing and channel
You decide how long after completion to ask and whether to use email, SMS or both, respecting consent.
Write the request
A short, friendly message with one clear link. We keep the wording plain and consistent with your brand.
Route feedback
Customers who report a problem go to your team to resolve, while others are pointed to your chosen review platform.
Report
A simple summary shows how many requests went out and how many reviews followed.
A worked example
A worked example
Imagine a heating engineer who marks each job as complete in their job management software. The next morning, the workflow sees the completed job and sends the customer a friendly text, thanking them and asking for a quick rating with a link to the firm's review page. One customer replies that the engineer left a mess. The system does not push them towards a review. It alerts the office with the job details, and the owner phones to apologise and arrange a clean-up. Another customer taps the link and leaves a review. A third does not respond, so one polite reminder follows a few days later, and then the workflow stops. At month end, the owner sees requests sent, replies and reviews received.
Common variations
SMS-first requests
A brief text with one link goes out soon after the job. Texts are prominent and easy to act on, but consent and opt-out rules are stricter, so this set-up needs careful handling.
Email request with reminder
An email is sent after completion, with one gentle reminder if there is no response. It is lower-pressure than text and a safe default where SMS consent is not held.
Feedback question first
Customers answer a quick satisfaction question, then receive a review link either way. Concerns are also sent to your team, so the step supports resolution without blocking anyone from posting.
What we need from you
Access to the system where jobs, orders or appointments are marked complete
Your review page links, for example Google Business Profile or Trustpilot
Evidence of the customer consent you hold for email and SMS
Preferred timing, wording and who should be alerted when a customer reports a problem
Your policy on responding to reviews and resolving complaints
What to measure
Review requests sent per completed job
Response rate to requests
Reviews received and their spread of ratings
Time taken to resolve reported problems
Opt-outs and complaints about the messages
Typical integrations
Job or order management system
CRM
Email provider
SMS provider
Google Business Profile or other review platform
Helpdesk
Slack or Teams for alerts
A good fit when
Local reputation or online ratings affect how customers choose you
You complete a steady stream of jobs, orders or appointments
Reviews currently depend on staff remembering to ask
You have a system that records when work is finished
Honest limits
Review platforms prohibit offering incentives for reviews and discourage selectively soliciting only positive ones, so the workflow must be designed within their policies.
It increases the number of requests, not the number of positive reviews. Service quality still decides the outcome.
Some customers will not respond, and response rates vary widely by sector and channel.
How we deliver Review Request Automation
Industries where Review Request Automation applies
Use cases related to Review Request Automation
Guides about Review Request Automation
Frequently asked questions
Is it allowed to filter unhappy customers before asking for a review?
Platforms such as Google discourage selectively soliciting only positive reviews. We suggest asking everyone the same way and using a feedback step to help resolve problems, not to block anyone from reviewing. Check each platform's current policy.
When is the best time to ask for a review?
Usually soon after the job or order is complete, while the experience is fresh. The ideal delay varies by business, for example immediately after a delivery versus a day or two after a service visit, so we make it easy to adjust.
Should we offer a discount for leaving a review?
No. Major review platforms prohibit paying or rewarding for reviews, and it can breach consumer law in some countries. A straightforward request with an easy link is both compliant and effective.
Can it send requests by SMS as well as email?
Yes, with the right consent. Text messages tend to have higher visibility but are more tightly regulated in many places. We build in opt-out handling and recommend you confirm your obligations before launching.
What happens when a customer reports a problem instead?
Their response goes to your team straight away, with the job or order details attached, so someone can put it right. Resolving the issue is the aim, and the customer remains free to leave a public review if they choose.
Which review platforms can it point customers to?
Any platform that offers a public review link, such as Google Business Profile or Trustpilot, can be used. You choose where to send customers, and each platform's own policies on soliciting reviews still apply to how the workflow is designed.