When Is the Best Time to Ask for Customer Reviews?

Jon Schepke
Jon Schepke, VP of Strategic Partnerships

Most organizations have something in common: a reluctance to ask customers or patients to write online reviews after a service is rendered.

It’s understandable. No one wants to be that company or provider — the one that sends too many emails, begging for feedback and annoying the very people they hope will share positive thoughts.

However, you can — and should! — request customer reviews after every visit. But here’s the challenge: How to time the request just right to avoid the “annoyance” factor and get results.

If you’re unsure about when to request reviews, here are three tips to get you started.

Strike while the iron is hot

  • The absolute best time to ask for a review is immediately after a service has been provided or shortly after.
  • Our research shows that responses to review requests actually go up by as much as 10 percent toward the middle of the week.
  • Send your requests via email in the morning and our research says you could see a 5 percent bump in response rate.

Be smart about how you ask

  • Even people with the best intentions of sharing their feedback will give up if it’s too difficult, so remove all the friction you can. Make it very easy.
  • Develop or use streamlined, graphical templates for e-mail and mobile review requests, to make the experience a pleasure. Keep them simple.
  • Select the two review sites that are most relevant to your company and point customers or patients to them via email or text.

Don’t give up

  • Sent that review request but the crickets are chirping? Don’t despair. A gentle nudge or two is perfectly acceptable (though no more than that, please).
  • Our data says that asking just two more times — several days apart — improves success rates by up to 60 percent.
  • Consistently asking people to write reviews can help you reach 50 or more reviews each year.

As a considerable bonus, it turns out that 50 or more reviews is the magic threshold that will help increase your SEO search rank by 50 percent — and your click-through rate by 266 percent when compared to no reviews, according to recent Reputation.com research.

That means for a very reasonable expenditure of effort, your business or practice will be easier to find in search results — and will be more credible to people researching their options. Both are worth the investment of your time and attention.

Want to learn more about generating more positive reviews? Watch our webinar on Reputation Management for Enterprise.