Timing is everything: Optimal timing for review requests for different industries

For business owners, customer reviews are an essential part of building a trustworthy and successful brand. However, the timing of your review request can significantly impact the likelihood of getting a response and the positivity of the feedback.

This article will provide a detailed timeline and examples for optimal review request timing across various industries, including automotive, dentistry, financial services, and home services like plumbing, electrical work, and air conditioning.

Automotive

Sales

In the automotive sales department, customers undergo a lengthy and often stressful buying process. To maximize the chances of receiving a thoughtful review, it’s important to give your customers a bit of breathing room. Here’s a suggested timeline:

• 1 Day After Purchase: Send an initial review request. This allows the customer to enjoy their new car for a bit before reflecting on their buying experience.
• Follow-Up: If no response, send a polite reminder 5-7 days later.

Example: John buys a car on Monday. He receives a review request on Tuesday and a follow-up the following Monday if needed.

Service

For service department customers, who typically come in for repairs or maintenance, the process is less emotionally intense. Here’s how to time your request:

• 2 Hours After Service Completion: Send the review request shortly after they’ve driven away. The experience is still fresh, and they can quickly provide feedback.
• Follow-Up: If no response, send a reminder after 48 hours.

Example: Mary gets her car serviced at 10 AM and receives a review request around noon the same day.

Parts

Parts customers might either install the parts themselves or have them installed at your dealership. Tailor your timing based on the scenario:

• Installed at Dealership: Treat as a service scenario and send the request 2 hours post-service.
• Self-Installation: Wait 3-4 days to ensure they have had time to use the part.

Example: Tom buys a part for self-installation on Monday and receives a review request on Thursday.

Video Testimonials

Video testimonials can be captured immediately on the lot for spontaneous and enthusiastic feedback or requested later:

• On the Lot: Capture the testimonial before they drive away.
• Later Request: Send a video testimonial request 3-5 days post-purchase.

Example: Capture a video testimonial of Sarah as she picks up her new car or send her a request the following Friday.

Dentistry

Routine Cleanings

For routine cleanings, patients are typically in a good state to provide feedback immediately after their appointment:

• Post-Appointment: Send a review request within an hour of their appointment completion.

Example: Jane finishes her dental cleaning at 2 PM and receives a review request by 3 PM.

More Involved Procedures

For procedures that may involve recovery time, such as fillings, root canals, or extractions, delay the request until after the estimated recovery period:

• Based on Recovery Time: Send the review request 1-2 days post-procedure or when they are likely to be feeling normal.

Example: Mark undergoes a root canal on Tuesday; he receives a review request on Thursday.

Financial Services

Account Opening

New account openings are significant touchpoints. Request a review promptly after the interaction:

• Immediately Post-Interaction: Send a review request within a few hours of opening the account.

Example: Lisa opens a new account at 10 AM and receives a review request by 2 PM.

Long-Term Membership

For long-standing members, periodic review requests can provide insights into ongoing satisfaction:

• Periodic Check-Ins: Send a review request every 6 months to members, focusing on their overall experience.

Example: John, a member for a year, receives a review request every June and December.

Home Services: Plumbers, Electricians, and Air Conditioning Contractors

Post-Service Review

For home services, timing should consider the completion of the job and the initial use of the service:

• Plumbers and Electricians: Send a review request 2-3 hours post-service.
• Air Conditioning Contractors: If a new system is installed, wait 24-48 hours to ensure it’s working correctly before requesting a review.

Example:

• A plumber completes a job at 10 AM, and the review request is sent by 1 PM.
• An electrician finishes at 3 PM, and the request goes out by 6 PM.
• An air conditioning contractor completes an installation on Monday; the review request is sent on Wednesday.

Conclusion

The key to successful review requests is timing. By understanding the customer’s journey and choosing the right moment to ask for feedback, you can increase response rates and gather valuable, positive reviews. Whether it’s automotive sales, dental appointments, financial services, or home services, timing your requests correctly will help build a stronger, more credible reputation for your business.