Timing your review requests right can triple your conversion rate.
The difference between a review request that converts at 8% and one that converts at 35% isn't the message. It's the timing. Ask a customer for a review when they're still in the parking lot after a great experience, and you'll get it. Ask them 3 days later when they've moved on to their next problem, and you won't.
Review request timing is one of the most underoptimized parts of reputation management for local businesses. This guide covers the specific moments that produce the highest conversion rates, the channels that work at each moment, and how to build timing into a system instead of leaving it to staff discretion.
This ties directly into home services review management.
Most review request advice focuses on message copy, how to word the ask. Message quality matters, but research consistently shows that timing explains more of the variance in review completion rates than message quality does.
The reason is psychological: review completion requires emotional activation. A customer who just experienced something positive, completed a great haircut, solved a plumbing emergency, received a surprising level of customer care, has an active emotional response that makes them more likely to want to express it publicly.
That emotional activation peaks immediately after the positive experience and decays rapidly. A review request sent during peak activation has a completion advantage of 3-5x over the same request sent 48 hours later when the customer is thinking about something else entirely.
📊 Flento Data: Flento's analysis of review request conversion data across service businesses shows that review requests sent within 2 hours of service completion convert at 3.2x the rate of requests sent after 24 hours, and 7.1x the rate of requests sent after 72 hours.
0-2 hours after service: Peak conversion window. Emotional activation is highest. Customer is likely still thinking about their experience. Text message completion rates are highest in this window.
2-6 hours: Still elevated conversion, but declining. Customer has returned to their regular activities. Text still works; email less so.
6-24 hours: Moderate conversion. Customer may need a reminder of the specific experience before they're motivated to review. Personalized messages (mentioning the specific service or staff member) compensate for timing decay.
24-48 hours: Low conversion without a strong prompt. Most customers who would have reviewed have already done so or moved on. A second follow-up can still convert some customers in this window.
48+ hours: Very low conversion. Not worth the friction of additional messages for most businesses. Exceptions: businesses with long transaction cycles (real estate, major home renovation) where follow-up 1-2 weeks after completion is still within the "while it's fresh" window.
Moment 1, At the completion of service (in person)
The highest-converting review request moment is the in-person ask at the moment of completion, when the customer can see the result, when satisfaction is at its peak.
"If you're happy with how your car looks today, a Google review would mean a lot to us. Here's a card with our link if you have a moment."
Completion requires friction reduction: a QR code, a printed card with the URL, or an immediate text to their phone number. Don't expect customers to find your profile on their own, remove every barrier.
Moment 2, At checkout or payment
The payment moment anchors to the transaction but the customer is emotionally still in the experience. A verbal ask combined with a digital follow-up ("I'll text you our review link in a few minutes") converts well because it sets up both in-person confirmation and a digital reminder.
Moment 3, 1-2 hours post-service via text
The ideal digital follow-up timing. A short text (3 sentences maximum: thank you, invite to review, direct link) sent within 2 hours captures most of the residual emotional activation from the in-person experience.
"Hi [Name], thanks for coming in today. If you loved your experience, a Google review would really help our team: [direct link]"
Moment 4, After a support or issue resolution
When you've resolved a customer's problem, a complaint handled professionally, an issue fixed correctly, a difficult situation managed well, the gratitude a customer feels immediately after resolution is high. A review request at this moment captures a customer who wasn't satisfied (and might have left a negative review unprompted) and converts them into a positive or neutral reviewer.
This moment requires judgment: not every resolved complaint should get a review request. But when a customer explicitly says they're satisfied with the resolution, asking for a review is appropriate.
Moment 5, After a milestone or positive outcome
For businesses with longer service cycles (attorneys after a case closes successfully, real estate after closing, contractors after project completion), the natural review request moment is immediately after the positive outcome, not during the process.
The timing within each business's cycle varies, but the principle is consistent: the moment the customer can look at a completed result and feel satisfied is the moment to ask.
🛠️ Action Step: Map your typical customer journey from first contact to service completion. Mark every moment where customer satisfaction peaks. Those moments are your review request opportunities. Pick the top 2 and build a specific request process around each one.
Service businesses (home repair, cleaning, landscaping): Ask at job completion while you're still on site. Follow up via text within 2 hours. Conversion rates are highest when you ask in person before leaving and then send a digital follow-up.
Medical and dental: Ask at checkout after a successful appointment. Send an email or text follow-up that evening. Avoid asking before or during treatment, the anxiety of a procedure isn't the right emotional state for a review request.
Restaurants: The payment moment is the natural review ask point. A printed card on the receipt or a QR code at the table reduces friction. A text follow-up isn't always appropriate for casual dining, judgment call based on the relationship (frequent customers vs. first-timers).
Salons and beauty: Ask right after revealing the final result, this is the peak satisfaction moment in salon visits. A QR code on a mirror card or a follow-up text within 1 hour converts well.
Legal and financial services: Ask after case resolution, closing, or a successful outcome. These businesses have lower review conversion rates inherently (clients are less likely to publicly discuss legal matters), so timing and personal relationship matter more than in high-volume consumer categories.
Fitness studios: Ask right after a great class, instructors asking their regulars personally produces the highest-quality, most specific reviews. Text follow-ups after a membership milestone (first month anniversary, 50th class attended) also convert well.
Automotive: Ask at vehicle pickup after service or detailing is complete. The customer can see the result immediately, this is your peak review request moment.
The problem with timing-based review requests is that they require staff to remember to ask at exactly the right moment. This works inconsistently, busy days produce zero requests, slow days produce a few, and the timing discipline erodes over weeks.
The solution is a system that triggers the digital follow-up automatically while keeping the in-person ask as a human-driven element:
Trigger: Service marked complete in your POS, appointment completed in your booking system, or a manual trigger in your CRM.
Action: Automated text or email sent to the customer's contact number/email within a set time window (typically 1-2 hours after the trigger).
Content: Short, personalized message with the direct review link.
Most CRM and booking systems support automated follow-up triggers. Review management platforms (including Flento) integrate with common systems and handle the timing and delivery automatically.
⚠️ Common Mistake: Using a weekly or monthly email blast to ask for reviews from all customers at once. Batch timing destroys the conversion advantage of proximity to service. A customer who visited 3 weeks ago receives your review request alongside 200 others and has no recent emotional activation to draw on. The completion rate on batch review requests is typically 5-10x lower than on timed individual requests.
Text message (highest conversion): Text converts review requests at the highest rate for most service businesses. Reasons: immediate delivery, high open rates (90%+ within 3 minutes), frictionless click-through on mobile. The direct review link in a text goes directly to the Google review form with one click.
Best for: All service businesses with customer phone numbers on file.
Email (moderate conversion): Email works well for longer-cycle businesses (professional services, real estate) where customers expect email communication. Also effective for follow-up messages to customers who didn't respond to an initial text.
Best for: B2B services, professional services, customers who prefer email communication.
In-person ask (contextually highest conversion, scale-limited): A personal verbal request, when made at the right moment, converts the most consistently, but it doesn't scale to every customer interaction and relies entirely on staff behavior.
Best for: High-value transactions, regular customers who have a personal relationship with staff, situations where a digital message would feel impersonal.
QR code cards (passive): Placing QR codes at the point of sale, in your service vehicle, on receipts, or at the front desk provides a constant passive opportunity for motivated customers to review. Doesn't substitute for active asking, but adds a low-effort channel for customers who want to review but haven't received a direct request.
Flento's Google Review Management Software integrates with your service workflow to send review requests at the right moment automatically, triggered by service completion rather than a staff member's discretion or memory. Responses are tracked, response templates are managed, and review velocity data shows whether your timing is working.
When is the best time to ask for a Google review? The best time is immediately after a positive service experience, ideally in person at the moment of completion, followed by a text message within 1-2 hours. Conversion rates are highest within the 2-hour window after service and decline significantly after 24 hours. For longer-cycle businesses (real estate, major renovation, legal), the equivalent timing is immediately after the successful outcome or project completion.
Should I send review requests via text or email? Text message converts review requests at higher rates than email for most service businesses, open rates are higher, delivery is more immediate, and clicking through to a Google review form from a mobile text is seamless. Email works better for professional services clients who expect email communication, and for follow-up messages to customers who didn't respond to an initial text.
How soon after service should I send a review request? Send within 1-2 hours for most service businesses. This window captures the highest emotional activation from the service experience. Requests sent after 24 hours convert at a fraction of the rate. For meal-based businesses (restaurants, cafés), sending during the meal or immediately at departure is appropriate. For transaction-based businesses, send within 2 hours of the transaction completing.
Is it appropriate to follow up if a customer didn't respond to the first review request? One follow-up is appropriate and widely accepted. Two or more follow-ups often feel pushy and can damage the customer relationship. Send the first request within 2 hours, and if you haven't received a review within 48-72 hours, one short follow-up is acceptable. After that, move on, the customer has made a decision and further requests won't convert.
Can I ask for reviews at checkout? Yes, the checkout moment is one of the best in-person review request moments, particularly if the customer can see the result of the service (after a salon visit, after a car detail, after a meal). Combine the in-person checkout ask with a text follow-up sent within the hour for the highest combined conversion rate.
Does review request timing affect the quality of reviews? Yes. Reviews requested immediately after service tend to be more specific and detailed, the customer remembers the specifics of their experience more clearly. Reviews requested 3-7 days later tend to be more generic ("great service!") because the specific details have faded. Specific reviews that mention the service type, staff member, or outcome are more useful for local SEO (keyword matching) and for new customer conversion.
