How to Send Review Requests via Text Message (SMS)

Email review requests get ignored. Verbal asks get forgotten. Printed cards with QR codes end up in the trash. But text messages? They get read within minutes — and they get results.

SMS review requests consistently outperform every other channel for collecting Google reviews. Here's how to do it right.

Why Text Messages Work So Well

The numbers tell the story:

• 90%+ open rate for SMS vs. ~20% for email
• Most texts are read within 3 minutes of being received
• Response rates 3-5x higher than email for review requests

The reason is simple: a text message meets customers where they already are. Their phone is in their hand, the review link is one tap away, and leaving a Google review takes less than a minute on mobile.

What a Good Review Request Text Looks Like

Keep it short, personal, and include a direct link. Here are templates that work:

Simple and direct:

Hi [Name], thanks for choosing [Business]! If you were happy with the work, would you mind leaving us a quick Google review? [link] — Reply STOP to opt out.

After a specific service:

Hi [Name], hope the new AC is keeping you cool! If you have a moment, a Google review would really help us out: [link] — Reply STOP to opt out.

Follow-up (48 hours later):

Hi [Name], just a friendly follow-up — if you have 30 seconds, we'd really appreciate a Google review: [link]. No worries if not! — Reply STOP to opt out.

The Key Ingredients

1. Customer's first name — personalization increases response rates significantly
2. Your business name — so they know who's texting
3. Direct Google review link — not your website, not a landing page, the actual Google review form
4. STOP opt-out — required by TCPA regulations for every SMS
5. Brevity — the entire message should be readable in 5 seconds

Timing: When to Send

Same day, within a few hours of completing the job. This is when satisfaction is highest and the experience is top of mind.

Timing guidelines:

• Send within 1-4 hours after service completion
• Never send before 9am or after 8pm local time
• Avoid weekends for B2B services (fine for B2C)
• If you missed the window, the same-day evening or next morning still works

Compliance: Staying on the Right Side of the Law

Texting customers for reviews is legal, but you need to follow TCPA (Telephone Consumer Protection Act) rules:

• Get consent first. When a customer gives you their phone number for service, that typically constitutes consent for transactional follow-ups. But be explicit — let them know you'll text them for feedback.
• Include STOP in every message. Every text must give the recipient a way to opt out.
• Honor opt-outs immediately. If someone replies STOP, they should never receive another message from you.
• Keep records. Document consent and opt-outs in case of disputes.

Manual vs. Automated Review Requests

You can absolutely send review request texts manually from your personal phone. Copy-paste a template, swap in the customer's name, and hit send. This works when you're doing a handful of jobs per week.

But once you're doing 5+ jobs a week, manual texting breaks down. You forget, you get busy, and reviews stop coming in. That's where automation pays for itself — a tool that sends the text automatically after every job, with the right timing and personalization, without you thinking about it.

What About Unhappy Customers?

This is where smart review request systems shine. Instead of sending every customer directly to Google, you can first ask how their experience was. Customers who rate you highly get the Google review link. Customers who aren't satisfied get routed to a private feedback form so you can address the issue directly.

This isn't review gating — you're not preventing anyone from leaving a Google review. You're giving unhappy customers an easier path to tell you what went wrong, which most prefer over writing a public complaint.

Frequently Asked Questions

Is it legal to send review request text messages?

Yes, as long as you comply with TCPA regulations. The customer must have consented to texts, and every message must include a STOP opt-out option.

What is the best time to send a review request text?

The same day you complete the service, within a few hours. Avoid sending before 9am or after 8pm. Response rates drop significantly after 24 hours.

How many review requests should I send per customer?

One initial request, plus one follow-up 48 hours later if they don't respond. More than two messages risks annoying the customer.