Why timing of your review request matters
The chance a customer writes a review drops as time passes after a positive experience. Trigger-based flows react at the moment itself.
Best triggers for automatic review requests
Combine event timing with NPS/CSAT quality selection.
NPS and CSAT triggers
Score 9–10 to Google; score 6 or below to internal recovery. Promoters often convert 30–50% on direct asks.
Event-based triggers
- Completed project or delivery
- Renewed contract
- Closed support ticket with positive outcome
- Successful onboarding
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Timing and channel
Send when positive experience is strongest.
Timing by interaction type
- After meeting: same day or next morning
- After delivery: 24–48 hours
- After support: within hours
- One reminder after seven days
B2B channel strategy
Start with email. Optional SMS follow-up with consent.
Requests people actually complete
One ask, one CTA, direct link. Personalise beyond first name.
Email after completed project
Subject: How do you look back on the project? Short personal ask with direct Google review link.
SMS follow-up
Short message with direct link for non-responders.
GDPR before you activate
Review requests are marketing. Separate lawful basis from invoice email.
Three things before go-live
- Privacy policy purpose
- Opt-out
- Proof of lawful basis
DPIA and message types
Separate transactional and marketing messages.
Measure and improve
Open rate, click rate, reviews placed. A/B test one variable at a time.
Start with one trigger
Test one segment, then scale. Feedback Analytics supports conditional flows and GDPR-compliant email invites for B2B.