Most happy customers will leave a review if you ask at the right moment, in a way that takes them thirty seconds. Most businesses never ask, or ask badly.
This guide gives you the messages, the timing and the rules. Copy, adapt, send.
The rules first
Two lines you should never cross:
- Ask everyone the same way. Sending requests only to customers you think are happy is called review gating. Google's policies prohibit it, and the FTC rule on consumer reviews treats hiding negative feedback as a deceptive practice. We explain why in review gating is banned.
- Never offer anything for a review. No discount, no prize draw, no free coffee. The FTC rule bans incentives tied to a positive review, and Google bans incentives for reviews entirely.
One more: Yelp asks businesses not to request Yelp reviews at all. So point your requests to your Reputfy page and to Google.
When to send
The best moment is soon after the good part, while it is fresh.
| Business | Best time to ask | |---|---| | Restaurant, café | Same evening or next morning | | Salon, spa, barber | 2 to 4 hours after the appointment | | Trades and home services | The day the job is finished | | Clinics and dental practices | The next day | | Online orders | 2 to 3 days after delivery |
Text message scripts
Text works because it is read. Only text customers who have agreed to receive messages from you. In the US, marketing texts without consent can bring heavy fines.
Standard
Hi Sam, thanks for coming to Marlow St. today. Would you share a quick review of your visit? It takes a minute: [link]. Mia
For a finished job
Hi Jordan, the bathroom is all done. If you have a minute, an honest review helps other people find us: [link]. Thanks, Dan at Hall & Sons
For appointments
Thanks for visiting today, Lee. How did we do? Tell us in a short review: [link]
Keep texts under 160 characters where you can, sign with a real name, and include only one link.
Email scripts
Subject: How did we do, Priya?
Hi Priya,
Thanks for choosing us for your order this week. We read every review, good and bad, and reply to each one.
Would you share an honest review of your experience? It takes about a minute.
[Write a review]
Thanks, Mia, Marlow St. Bakery
Subject: One quick question about your visit
Hi Alex, we would love your honest feedback on your appointment on Tuesday. Here is the link: [Write a review]. Thank you, the team at Studio Nine
One reminder, then stop
Send one follow-up after three to five days to people who have not left a review. Then stop. A third message turns goodwill into irritation.
Hi Sam, just a gentle nudge in case you missed this. Your honest review helps people decide: [link]. Mia
Wording to avoid
| Avoid | Why | Instead | |---|---|---| | "If you loved it, leave us 5 stars!" | Steers toward a positive review | "Would you share an honest review?" | | "Happy? Review us here. Not happy? Tell us privately." | Review gating | One link for everyone | | "Review us and get 10% off" | Incentive for a review | Thank them, no reward | | "Help us beat [competitor]" | Pressure, and it reads badly | Keep it about their experience |
Make it effortless
- Short link. One tap from the message to the form.
- No login wall where you can avoid it.
- QR codes at the till or on the receipt for people you see in person. We cover that in QR code review cards.
Keep a record
Keep a simple log of who you asked and when. If anyone ever questions whether you gated reviews, a record showing you asked everyone the same way is your best answer.
How Reputfy does this
Reputfy's review requests send the same message to every customer you add and keep a record of every request. Reviews arrive sealed on your public page, and you can reply from the same place. No gating, no incentives, nothing to configure wrongly.
