Customer Experience
The Right Time To Actually Ask for Reviews
You already know that collecting reviews is crucial for your business’ success. You might even have a solid plan in place for how to ask for them.
But there’s one more puzzle piece you need to nail down…
…when to ask for those reviews.
The timing can change the game, and here’s the best part – it doesn’t have to be complicated.
We’ve dug into the data and best practices to uncover the moments that truly make a difference in getting those five-star ratings. What we found might surprise you: sometimes, the key isn’t just in what you say but when you say it.
Let’s break it down.
Understanding Online Reviews
Online reviews are simply the digital version of word-of-mouth, and they can absolutely shape your business' reputation. Whether you’re running a local shop, a service company, or even an online store, reviews impact your visibility on platforms like Google and Facebook, and influence potential customers’ buying decisions.
Studies show that nearly 60% of people read reviews before engaging with a business, so they're a powerful tool to attract new customers and improve your search rankings. Good reviews boost your credibility, making your business stand out from the competition.
Even a small improvement in your ratings can lead to a noticeable bump in traffic or sales.
The Psychology of Timing
Let’s talk about the Peak-End Rule. People tend to remember the highlights of an experience and how it ended. So, the best time to ask for a review is when your customer is still buzzing from a positive interaction, like the moment they’ve just received excellent service or completed a smooth transaction. If you catch them while they’re still feeling good, they’re more likely to reflect that positivity in their review.
Strong emotions, whether positive or negative; also play a role. Customers are most likely to leave feedback when their feelings are fresh, so asking them at the right time can lead to more detailed, genuine reviews.
Best Moments to Ask for Reviews for Any Business
1. Right After Service
This is a prime moment. When customers are happy with the service they’ve received, they’re still riding the high of their experience. A simple, “We’d love to hear your thoughts,” can turn that moment into a glowing review.
2. Upon Completion of a Task or Transaction:
Whether it’s after a project wrap-up, when the service is delivered, or at checkout, the moment when the customer has just finished interacting with your business is a great time to ask for feedback. Everything is still fresh in their mind, and they’ll be more likely to share their experience.
It would be even easier if you could get them to pay and leave a review at the same time, just with a tap of their phone.
3. Follow-Up Online Requests:
Not everyone will leave a review on the spot. A quick follow-up email or text, sent a day or two later, can gently remind them to share their thoughts. Sometimes giving customers a bit of time to reflect leads to more thoughtful feedback.
P.S - This is less likely than the others because the experience might no longer be fresh in the customer's mind.
Common Mistakes to Avoid When Asking for Reviews
Being Too Pushy:
Nobody likes to feel pressured. When you ask for reviews, keep it friendly and casual. It should feel like a suggestion, not a demand.
Asking at the Wrong Time:
Timing is everything! Asking for a review when the customer is rushed or hasn’t had a chance to fully enjoy their experience can backfire.
Ignoring Negative Feedback:
Don’t be afraid of less-than-perfect reviews. Responding thoughtfully to negative feedback shows that you care about your customers' experiences and are committed to improving.
How to Train Your Team to Perfectly Time Review Requests
Your staff plays a key role in getting those reviews. Let's look at how you can train them:
Recognize the Right Moment: Teach your team to look for those “happy” moments when customers are likely to be most receptive to leaving a review.
Use Conversational Language: Encourage them to be casual and natural when asking for reviews. A friendly chat feels better than a sales pitch.
Make It Fun: Adding a little humor or warmth to the request can make customers more likely to share their feedback.
Turning Reviews into Opportunities for Growth
Reviews offer valuable insights, whether they’re good or bad.
Use them as an opportunity to improve your business
Share your best reviews on social media or your website to build trust with potential customers.
Always acknowledge reviews, especially negative ones. Thank customers for their feedback and offer solutions to show that you’re listening.
Take advantage of the feedback you receive to improve your services and customer experience.
There's Always a Right Time
Getting more reviews isn’t just about asking once and hoping for the best. Timing matters! The key is to ask at the right moment and not be shy about following up. Why? Well, 97% of consumers read reviews before buying, and pages with reviews see 81% of online purchases. That’s huge!
But timing is just one part of a bigger strategy. You also want to make it super easy for customers to leave reviews, handle negative feedback the right way, and display those reviews for maximum impact.
If you’re looking for the best way to really level up your review game, check out our NFC Smart Badges that let your team collect reviews with a simple tap. No follow-up emails or awkward requests - just instant feedback when your customers are happiest.
It’s as simple as a phone tap and has been shown to boost review response rates by up to 10x! Why chase after reviews when we make it this easy?
Cheers🍻