Review request guide
How to ask for a customer review after a completed job
A good review request should feel like a normal follow-up from the business that completed the work. Finish the job, finish any promised admin, check that no service problem is still open, then send one short optional request.
Quick answer
Quick answer
Use the same rule for every customer: completed job, appropriate contact route, no opt-out and no unresolved service issue. The private feedback score should not decide who receives the link.
Use this when
- The agreed job or service is complete.
- Any promised invoice, report or immediate follow-up has been delivered.
- The customer has not opted out and there is no open service issue.
What you should have at the end
An approved message, a clear reason for sending it and a record that prevents duplicate or repeated requests.
Make the decision in 60 seconds
Check the job record before writing anything. These four questions are enough for most routine cases:
- Was the work genuinely completed for this customer?
- Is this a contact route the customer would reasonably expect you to use?
- Has the customer opted out or already been asked recently?
- Is there a complaint, missing document or promised action still open?
Apply the same four questions whether the private feedback was positive, mixed or negative.
Choose the moment from the job, not a marketing calendar
Ask while the work is still easy to remember, but only after the customer has received what was promised. For a repair this may be soon after completion. For staged work, wait until the agreed stage is actually finished.
Do not ask for a public review in the same message that is trying to resolve a complaint, chase a payment dispute or deliver overdue paperwork.
Example: boiler service
The engineer completed the visit on Tuesday, but the office still owes the customer an invoice. Send the invoice first. Once it has been received and no issue remains open, the job can be checked for a review request.
Use wording a customer would recognise
Keep the message short, name the completed service and ask for an honest review rather than a positive one.
Copyable starting point
Hello [customer name], thank you for choosing [business name] for [job or service]. If you would like to leave an honest review of your experience, you can use this link: [review link]. There is no obligation. [opt-out wording]
FeedbackPilot prepares a draft for the owner to review and copy. It does not send the message automatically.
One reminder is usually enough
A customer may miss the first message. A single short reminder can be reasonable, but it should not sound like a debt, deadline or favour the customer owes you.
- Make it shorter than the original request.
- Say clearly that leaving a review is optional.
- Stop after the reminder or as soon as the customer opts out.
Avoid the three requests that damage trust
- Do not ask only customers who gave a high private score.
- Do not offer a discount, prize or other reward for a favourable review.
- Do not tell the customer what rating to leave or what words to use.
Keep a small, useful record
You do not need a complicated campaign log. Record enough to explain the decision and avoid contacting the same customer repeatedly.
- Why the job was eligible or why the request was postponed.
- The wording approved by the owner.
- Whether the request was sent, skipped or delayed.
- Any opt-out or open issue that changes the next step.
This guide is practical operational guidance, not legal advice. Check the current rules for your contact method and review platform.