1 · Problem
Reviews are not requested consistently, so reputation drifts toward the unhappy few.
Fields & signals: completed jobs, prior reviews, rating trend
Home / Workflows / Review Request
Workflow · ReputationAsk for the review at the right moment
Reviews are won by timing and by asking plainly. This workflow requests feedback right after a completed job, gives every customer both a public review link and a private feedback option, and never offers an incentive for a review.
Post-job trigger
Smart timing
Private feedback first
★★★★★ 4.9/5 rating
1,200+ reviews
8+ years
500+ clients
The problem it solves
Happy customers forget to review; unhappy ones do not
Left alone, reviews skew negative because the people who had a small problem are the most motivated to write. A well-timed, honest request balances that — and catches problems privately before they become public.
- Requests sent at random, or not at all, so review volume stays low.
- A minor issue that a quick conversation could fix becomes a public complaint.
- No consistent way to hear from the quiet majority of satisfied customers.
- Reputation that depends on luck rather than a process.
Illustrative example — the review that could have been a phone call
- Day 0 The job is finished; the customer is 90% happy
- Day 0 Nothing is asked, so the small issue is never mentioned
- Day 2 A public review appears mentioning the issue
- Result A private opportunity to fix it was missed
The nine-stage workflow
How Review Request runs, stage by stage
Nine stages from a completed job to a fair, opt-in feedback process.
1
Problem
Reviews are not requested consistently, so reputation drifts toward the unhappy few.
2
Trigger
A job is marked complete, or an appointment is completed in your calendar.
3
AI Agent
After a delay you set, the agent sends a warm feedback request.
4
Decision / Qualification
The request offers both a public review link and a private feedback option to everyone.
5
CRM Update
The request, response and outcome are logged on the customer record.
6
Message / Call
Email or consented SMS delivers the request, with a clear way to opt out.
7
Next Step
A public review is published, or private feedback alerts your team to follow up.
8
Follow-Up
One gentle reminder if there is no response, then the workflow stops.
9
Reporting
Review volume, rating trend and private-feedback themes are reported.
2 · Trigger
A job is marked complete, or an appointment is completed in your calendar.
Fields & signals: job status, appointment status, completion date
3 · AI Agent
After a delay you set, the agent sends a warm feedback request.
Fields & signals: delay, template, first name, service, channel
4 · Decision / Qualification
The request offers both a public review link and a private feedback option to everyone.
Fields & signals: review link, private form, choice, consent
5 · CRM Update
The request, response and outcome are logged on the customer record.
Fields & signals: request sent, opened, outcome, feedback note
6 · Message / Call
Email or consented SMS delivers the request, with a clear way to opt out.
Fields & signals: channel, copy, quiet hours, opt-out
7 · Next Step
A public review is published, or private feedback alerts your team to follow up.
Fields & signals: review published, feedback alert, owner, response
8 · Follow-Up
One gentle reminder if there is no response, then the workflow stops.
Fields & signals: reminder limit, stop conditions, opt-out
9 · Reporting
Review volume, rating trend and private-feedback themes are reported.
Fields & signals: requests sent, reviews gained, rating, themes
What it looks like in practice
The message that asks once, plainly
No pressure, no incentive, and a private route for anyone who has a concern.
The honest pattern is simple: every customer is thanked, every customer gets the same choice of a public review or a private message, and nobody is blocked from reviewing publicly. Reviews are earned, never bought.
- The request comes after a completion marker you choose, not on a fixed guess.
- Both routes are always offered to everyone, keeping the process fair and compliant.
- Private feedback reaches your team immediately so a problem can be fixed.
- There is never a reward for a review, which protects both trust and platform standing.
Hi Sam, thanks again for choosing us for the boiler service today. If you have a moment, your honest feedback helps others decide. You can leave a public review here [link], or reply privately if anything wasn’t right.
All good, thanks. I’ll leave a review.
Thank you — that means a lot. No further messages from me.
Illustrative example
Illustrative conversation. Timing, wording and review platforms come from your configuration. Review gating rules vary by platform and law — we build the fair “both options to everyone” pattern and you should confirm compliance with your own advisor.
Same workflow, different industries
How it flexes for three very different businesses
The nine stages stay the same. The timing and the review platform change completely.
After the job, same day
Requests go out once the technician marks the job complete, timed so the customer is still thinking about the visit, with a private route for anything that was not right.
After the appointment, no clinical talk
The request thanks the patient for their visit and invites general feedback; it never references treatment, and any clinical concern raised privately is routed to the practice.
Respectful and unhurried
For aesthetic services the request is patient and private by default, reflecting that some clients prefer not to publicise that they visited, while still offering a public review.
Failure modes & safeguards
What happens when things are not tidy
Reviews sit in a regulated grey area, so the rules matter. These guardrails are built in before go-live.
No incentivised reviews
The workflow never offers money, discounts or gifts for a review. Reviews are requested plainly, which keeps them credible and keeps your account safe.
Fair, not gated
Every customer receives the same request with both a public and a private option. Nobody is prevented from leaving a public review — gating rules vary, so we build the fair version.
Unhappy customers reach a human
Private feedback that signals a problem is escalated to your team immediately, so a fix can happen before it hardens into a public complaint.
Respectful limits
Opt-outs are honoured instantly, requests respect quiet hours, and no customer is asked more than the limit you set.
Metrics to watch
What we measure for you
We report on outcomes from your own data. We do not publish invented benchmarks — these are the numbers we track and explain with you.
Request-to-review rate
The share of completed jobs that turn into a review, tracked per timing rule.
Rating trend
How the average rating moves over time as review volume becomes steadier.
Private feedback themes
The recurring subjects in private feedback, which are often more useful than the public stars.
Escalation rate
How many private-feedback messages reach a human, and how quickly they are resolved.
Where it fits
Connect it to the rest of your system
Related workflows
- Review Request Automation — the automatic sending layer.
- No-Show Recovery — protects attendance before the review stage.
- Renewal Outreach — keeps good customers returning.
Services this uses
- Review & Reputation Automation — the core engine.
- Email & SMS Follow-Up — delivers the request.
- CRM Automation — logs outcomes.
Where it works best
- Home Services — post-job reviews that build trust.
- Dental — steady, respectful review flow.
- Med Spa — privacy-aware feedback.
FAQ
Review Request questions
Do you offer incentives for reviews?
No. Incentivised reviews break the rules of most review platforms and undermine trust. This workflow asks plainly, and never offers money, discounts or gifts in exchange for a review.
Is it legal to send unhappy customers to private feedback?
Review gating rules vary by platform and by law, and we build the honest pattern: every customer gets the same first step, a feedback request that offers both a public review link and a private feedback option. Nobody is prevented from leaving a public review. Confirm the specifics with your own advisor.
When is the best time to ask?
It depends on your business. The workflow sends after a completion marker you choose — immediately for simple services, or a short delay for jobs where a problem might surface later.
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