When should I initiate a customer review request?
Short answerSend a review request once the work is complete and paid, ideally within a few hours the same day. The customer has just seen the result and the memory is fresh. Hold it back if a problem is open, and send a short second reminder after about three days if there is no response.
The explanation
Timing has two parts: the moment and the condition. The moment is right after the customer has seen the finished work and you have said thanks. The condition is that nothing is unresolved. A review request sent to someone with an open complaint turns a fixable issue into a public one.
Make it easy. A text with a direct link to your review page, sent from the same number the customer already knows, gets more replies than an email with a long form. Mention the technician's first name, because people write about people.
Plan one reminder and then stop. A second message after a few days catches those who meant to answer. A third turns polite into pushy. Track who has been asked so no one receives the request twice, and never offer a reward for a positive review, since review platforms prohibit incentives.
Steps
- Confirm the job is finished and the payment is received.
- Check there is no open complaint on the customer.
- Send a short text with a direct review link within hours.
- Send one reminder after about three days, then stop.
What to watch for
- Requests sent while a customer complaint is open.
- Offering a discount or gift in exchange for a good review.
How Apex does it
Built, rolling out
Built. A real server path exists; only setup steps remain before customers can use it. Status as of 2026-10-07; the badge shows the least-built feature involved.
Apex lists review requests after a job and review request automation, each with its own status badge. Texts need your own provider account connected first, plus carrier number registration, and customers can opt out with STOP.
- CM08Review request after job(Built, rolling out)
- MK01Review request automation(Built, rolling out)
Apex Flow Scheduler is in early access. See how we label status.
Where this question comes from: owners type it, or a close variant, into search boxes. It was returned by public search suggestions (Google, Bing or DuckDuckGo) when we collected them on 2026-10-06; the exact phrase seen was “when initiating an app review request?”. We do not have search volumes.
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